THE WHOLE STORY
The company began using IQ Bot to extract garnishment notifications received through local, state, and federal jurisdiction levels. Then, RPA was used to get business rules to complete XMLs into Salesforce and Workday. Many other automations in production help support processes such as tax reconciliation, end of year and end of quarter finance and accounting outsourcing for 1099 audits, and FedEx shipping prep for Workday tenant upload.
In March 2020, as the United States began feeling the economic impact of the COVID-19 pandemic, OSV pivoted from its current automated processes and turned to RPA to help with new payroll tax legislation, such as the CARES Act, passed to provide financial assistance to businesses. This required multi-system updates to the company’s proprietary tax software to prepare for a whole new level of data and tracking that wasn’t needed before.
While interpreting the new law provided some challenges, the team did not face any technology-related issues when implementing the new tax credit automation. Partnering with the tax and business departments, requirements such as what communication was required and what activities the bots would process were gathered. Then, using Task Bots and Meta Bots, as well as Salesforce APIs to do a mass case creation, a solution was created and up and running in only 24 hours.
A COVID-19 MetaBot (C# based) was developed to:
- Extract data from the proprietary payroll tax system.
- Generate OSV customer support cases using Salesforce REST APIs.
- Attach password protected extracts to generated cases.
- Track and audit activities in a dedicated secure SQL server database.
- Generate internal reporting for business stakeholders.
Within three business days, OSV was able to start managing tax deferrals and credits that needed to be tracked. This quick action helped give customers, who were living in the uncertainty brought about by the pandemic, some peace of mind. Without automation, it could have taken up to 10 days to manually complete the updates.
Another way RPA was used was to manage communications. Every Sunday night, a bot closes out the prior week’s case and opens a new one. A message is communicated to customers informing them what liabilities have been deferred and what they have chosen. As long as COVID-19 deferrals are happening, this automation will continue to run.
To date, $724,597,120 in tax deferrals and $40,424,598 in tax credits have been processed with automation by OSV. 99% of cases have been completely by bots, with only 25 requiring manual checks. In just three months, 1,500 hours in processing time has been saved.
"Especially with IQ Bot implementation, the dedication of the Automation Anywhere consultants made us really feel like part of the RPA business. They walked into the building at OSV and became our team members and they continued to be even after they were done with the work. That dedication and customer support was amazing."
— Yasmine Rodriguez, VP Product Management & RPA at OSV