PROFESSIONAL SERVICES

Automated scheduling bots boost productivity by 50%

Major productivity gains and increased customer satisfaction from using 24/7 automated bots in place of manual scheduling.

Client
Leading supply chain brokerage
Goal
Automate the manual, supply-chain scheduling process to improve staff productivity and customer satisfaction
Tools and Technologies
UI Path Orchestrator, UI Path Assistant, Microsoft Power BI, Office 365
Business Challenge

Performing crucial supply chain logistics, a provider’s operations team was struggling due to the high volume of scheduling appointments with shippers, receivers, and carriers, which involve back and forth emails, phone calls, or manual data entry into multiple Transport Management Systems (TMS).

These appointment-scheduling complexities vary based on the parties involved, from sending an email requesting appointment times to accessing a TMS and selecting what’s available as per their schedule.

Lacking proper analytics, sales representatives were unable to pinpoint peak appointment times, track cancellation rates, or discern customer preferences, often leading to shipment delays and incurred detention charges.

Solution
  • Deployed multiple rule-based, automated workflows to pull information from incoming appointment requests (from emails, web forms, etc.) and automatically input it into the various TMS used to book pick-up and delivery appointments
  • Developed a Power BI dashboard to visualize appointment trends, peak times, and cancellation rates, providing insights into customer behaviors, including frequent reschedules, preferred times, and typical lead times for booking appointments
  • Delivered a reusable solution that could be leveraged for other business areas
Outcomes
  • Bots operating 24/7 have led to over 15,000 monthly appointments being scheduled, resulting in a 50% reduction in manual scheduling hours
  • The productivity of the operations team has improved by 50%, enabling staff to concentrate on high-value tasks rather than manual appointment-booking
  • The increased accuracy in scheduled appointments has significantly decreased detention charges, thereby boosting overall customer satisfaction
Contact

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