Automated Customer Service Solution: Unblocking Orders and Unlocking Value
The winner of the Innovations in Supplier Performance Management award is Virtual Operations.
Project Description
Virtual Operations delivered an Intelligent Automation order processing solution for our largest global FMCG client. Sales orders are subject to a 45-minute turnaround window requiring identification, investigation and resolution of blocked items to fulfill customer deliveries on time, in full. The team were failing to meet cut-off for the volume of order blocks received, relying on a highly manual, inefficient process resulting in low productivity, revenue loss and stakeholder frustration. The automated solution enabled rapid end-to-end execution of report running, full root cause analysis, and communications workflow to identify and resolve order blocks, dramatically reducing cycle time, improving order fulfillment performance, customer and employee satisfaction, and returning 5 FTEs’ worth of productivity back to the business to focus on elimination of data errors at source.
