Capitalizing on the promise of robotic process automation: Two Genpact customer experiences

Written by Jordan McMahon in Stories from the front lines on October 22, 2015
We’ve heard loud and clear that RPA is changing the face of outsourcing. And BPOs embracing the technology and developing robotic automation offerings are simultaneously hedging their bets for future success, ongoing relevance, and continued utility to their clients. 

 

But now, it’s high time we see how BPO clients are actually using it—and more importantly, capitalizing on its promised benefits. 

 

Genpact is one such BPO that has been successful offering RPA to clients as a differentiated option within the realm of traditional outsourcing. Two of their clients—a trucking logistics company, and a leading imaging company—are our focus today. You can find the full case studies here that detail the success they’ve seen with outsourcing. Here's a quick snapshot of each: 

 

Automating F&A processes takes a trucking company the extra mile

Without automation: Tracking mileage, and troubleshooting or increasing productivity based on that information, had become an area of focus for one leading trucking and logistics company. After all, an immobile truck equals productivity paralysis. Manual mileage data entry left too much room for error, and an unreliable mileage tracking method marred tracking analysis capabilities. 

With automation: Genpact, using Automation Anywhere’s RPA technology, created automated monitoring processes to reduce revenue loss, and implemented an automated trending tool to increase prediction capabilities. 

By the numbers: 

  • 25% increase in transaction speed
  • 30% improvement in productivity
  • 25% cost reduction
  • 0 errors


Picture-perfect purchase order fulfillment: A human-robot partnership story

Without automation: Purchase order processing had become an issue, with employees spending too much time manually querying the fulfillment system and physically validating orders against client contractual agreements. 

With automation: Once again, Genpact and Automation Anywhere partnered to design a solution that blended robotic automation and human interaction, with employees essentially performing quality control instead of manually performing the process itself. In doing so, bottlenecks during their busiest times of year were completely eliminated. 


By the numbers: 

  • 40% improvement in productivity
  • 25% increase in transaction speed
  • 90% reduction in manual labor
  • 0 errors


If you’d like to read more details about the re-engineered processes and method behind implementing automation, check out the full, 2 for 1 case study