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As Hologic progressed on its RPA journey, one factor that came into play was employee satisfaction. Using Gallup Q12, a survey that measures the most important elements of employee engagement, the company discovered staff, especially those based internationally, did not believe they had the necessary tools to do their jobs. One big benefit of automation was a five-hour time difference no longer affected the relay of information across markets, improving the way employees engaged with the work they had to complete.
A new automation was recently brought into production in the accounts receivable department. As the focus was usually placed on recovering the highest balances first, the company found it was understaffed to give smaller accounts the attention they needed. To remedy this, a bot was used to check account invoices under a certain threshold, leaving its human counterparts the bigger balances to deal with. It then e-mailed customers in a rich text format using a human name, so that it looked like the message was coming from an actual human. At Hologic, bots are given the names of famous women in science, technology, engineering, and mathematics (STEM). In addition to sending the notification, it also tracks communication, so that if a customer ignores the message and doesn’t respond, the account is escalated, and only then will an employee get involved. Within just one week of the bot going live 92% of the outstanding balance of smaller accounts were claimed.
"I’m impressed by the capabilities of RPA and it’s already shown to be a tremendous time saver, I’m excited to see where else we can leverage this type of automation throughout Hologic.”
— Tom Gurevitch, Senior Supply Chain Analyst