Solution Brief

Enrich the Usefulness of Your Systems and Data

Unified Desktop Integrating all Processes, Systems, Channels, and Knowledge Bases – empowering agents to more efficiently, effectively, and accurately handle each customer.

Business Value

  • 70%  AHT Improvement

  • 40%  Cost to Serve Reduction

  • 30%  Reduction in product licensing costs

  • 40-50% Reduction in FTE’s needed to provide the same service

Challenges

          • Help desks are fragmented – labor costs are high and there are many manual tasks involved in completing tasks

          • Agents must learn client tools every time they transition to a new client – increasing time to market

          • Agents are tied to one deal, increasing the cost to serve including tool licensing

          • Agents log into multiple systems for ticket resolution – leading to high AHT

          • Client-level desks support procurement with 2-3 FTE’s

Objective

Agents are tied to one deal, increasing the cost to serve including tool licensing.

Agents log into multiple systems for ticket resolution – leading to high AHT.

Solution

A single, unified view/UI for agents of all clients so that they can easily navigate and perform day-to-day tasks – it will eliminate the need to log into different client ERPs/various applications.

Invoice Processing

Agents can both view and navigate multiple applications within a Single Browser Window – including client facing applications like SAP via Citrix VDI. From here, machine assisted human actions can be performed in the same Single Browser Window using RPA.

  • Agent copies invoice / PO number from ServiceNow to client facing SAP – the rest of the work is handled by RPA bot

  • RPA bot navigates between client facing SAP through Citrix and back into ServiceNow

  • All searches and data exchange happens automatically between applications (through Edge Single Point of Control)

  • Task completes and agent moves onto next invoice – processing time for a single invoice happens in under 1 minute

High Level Architecture

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