Improved Customer Experience & Executive Insights using RPA & Analytics
Improved Customer Experience &
Executive Insights using RPA & Analytics
Digital Innovation
(Case Study)
About the
Client
The client is a dealer of world’s luxury auto brands in India. A 10-yearold giant in auto dealership and maintenance with 40,000 employees and a part of large conglomerate group. Client offers services like dealership management, online payments, car servicing, and car insurance.
About the
Situation
With increased dealerships and increased customer base, data is multiplied exponentially but with no intelligence. The sales function and supply chain functions are going through significant productivity issues, with no integration of IT function.
Lack of insights on
customer experience & sales
Business functions working in
silos
Need to automate processes
with zero manual intervention
About our
Approach
Our approach caters to the organization’s long-term vision on how we can make the organization more efficient and productive. Here is the glimpse of our approach:
Discover
Ran a 2 weeks audit exercise across sales and supply chain functions. Engaged business and technology analysts, to identify as-is processes, various systems in place, their technology stack, level of manual intervention in the process, and stakeholders involved.
Innovate
Identified processes which need to be automated, how it would improve productivity and enable insights.
Execute
Proposed integration of various data sources, automate data extraction through RPA into one source, and then analyze through a BI tool to produce insights with weekly feed.
About our
Solution
Automate
Automated the data extraction process from multiple data systems of different car brands through UI Path (RPA). UI Path fetched data on daily basis and extracted into a consistent format.
Integrate
Developed a custom application in React and Node JS to record KPIs like customer turn around time, spare part purchases and integrate the new KPIs with existing data from brands’ systems.
Analyze
Implemented Power BI solution to analyze performance of sales, stock, service experience, delivery experience, turn around time, revenue vs targets achieved etc. A weekly feed was set to mobiles & desktops.
A look at
Our Work
About the
Impact
We were able to achieve these outcomes after following our approach .
Automated the data extraction process through UI Path
(RPA)
1
Saved 30% time on manual data extraction
and analysis
2
Digitized the entire customer insight journey
with zero manual intervention
3
contact us
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