One of the few certainties in this world is that customers always expect more from their service providers, and whether or not they remain a customer is highly dependent on whether those expectations are met. is.
And it's not just customers whose expectations are rising. Employees are seeing what modern technology can do to enhance internal services and processes, and may be quietly wondering why these innovations haven't been implemented in their workplace. I don't know.
What is needed today for service-based organizations, and for the service function of any organization, is to continually strive to improve the quality of service.
Unfortunately, this need comes at a time when profit margins are shrinking in many industries and the cost of skilled personnel who can provide improved services is rising.
All these factors mean that getting the most out of your talent is more important than ever. This means not spending time on low-value or repetitive tasks.
Thankfully, a solution exists in the form of process automation. And it's a solution that's both more powerful and more accessible for all organizations.
Automation for people
For over 40 years, Tungsten Automation has been helping organizations automate processes and better serve both customers and staff.
The new identity, formerly known as Kofax, will see the company move its automation solutions to a cloud-based platform while incorporating many aspects of artificial intelligence related to content, decision-making, and generative AI to improve functionality. This represents a major evolution.
Today, Tungsten Automation is working to create digital services that customers consume directly, as well as rethinking internal services so that staff can maximize productivity and spend the most time helping customers. We provide organizations with the tools they need to
This has the dual benefit of not only improving customer service, but also improving staff engagement, leading to higher productivity and lower turnover.
Automation can also eliminate many errors that occur in manual processes such as data entry, while also providing new tools to combat fraud when applied to financial applications.
Implementation of automation
Many organizations across Australia and New Zealand are now benefiting from automating processes using Tungsten Automation.
For construction company McConnell Dowell, rapid growth was creating challenges in scaling certain processes. At the same time, the company had to take a path toward digitalization, which is becoming increasingly important for the sector.
The company previously used a paper-based process to manage invoices, but as the number of invoices increased to 40,000 to 45,000 invoices per quarter across multiple sites, documents were lost and document verification was becoming increasingly difficult. A new system was needed to reduce the amount of time spent. specific documents.
By automating its bill payment process with Tungsten Automation's Total Agility solution, McConnell Dowell can eliminate lost invoices while seamlessly linking its invoicing process to other systems to grow its business. I was able to support you.
New Zealand-based car company Giltrap Group faced a similar situation. Rapid growth had strained many of the company's manual processes, creating operational inefficiencies and creating major obstacles to future expansion.
This was evident in the process by which dealers ordered parts, as data had to be re-entered into the manufacturer's systems while navigating the complex warranty claims process, leading to numerous errors and loss of time. .
Giltrap Group's IT team selected Tungsten Automation's robotic process automation (RPA) technology for a pilot data entry project to modernize a process that was costing staff up to two hours each day. Using Tungsten Automation, we built a software robot that automates data entry tasks and reduces the human component to just seven minutes while eliminating the risk of human error.
The company has since applied tungsten automation to other areas of its business, such as warranty claims processing, achieving similar results, with more projects planned.
conclusion
As market pressures drive organizations to accelerate service delivery, new solutions are needed to eliminate time-consuming and error-prone manual tasks and ensure smooth service delivery.
For organizations that choose to embrace automation, the benefits are immediate in the form of time and cost savings, significantly reduced error rates, and increased straight-through processing.
And for employees, that means increased productivity and a more attractive work environment, and customers will notice the difference in terms of better service and customer experience.
Hear these organizations talk about the benefits of automation at the Tungsten Automation Summit in Sydney on May 16th.
