For any enterprise, implementing new ways to eliminate inefficiencies, allow employees to put their talents to best use, and improve customer engagements are constant goals. A leading pharmaceutical company offering medications, medical devices, and consumer products devised a strategy to tackle these goals as part of a larger initiative to improve revenue across its business lines.
As a healthcare innovator, the enterprise planned to maintain its leadership by enhancing customer operations through a robotic process automation (RPA) platform that would modernize its workforce management and eliminate paper-based tasks. By digitizing and automating these manual tasks, employees could dedicate more time to higher-priority responsibilities and deliver vital healthcare products to meet patients’ needs. With a greater focus on internal efficiencies and a seamless customer experience, the organization could continue providing the innovations it was known for and growing its revenue across markets.
After determining where automation could best benefit the organization, Wipro’s RPA experts created a roadmap for automating more than 200 processes across its HR, finance, and supply-chain procedures. This involved deploying more than 100 cognitive bots in multiple departments to eliminate mundane manual tasks such as streamlining repetitive processes (including downloading and validating invoices and claims) and making inventory updates. With this level of automation, teams could dedicate more time to vital business tasks, and the RPA efficiencies enabled the pharmaceutical leader to improve its workforce management.
The RPA platforms also enhanced the enterprise’s revenue-realization timeline, reducing the amount of time between a sale and reception of a payment. In addition, Wipro established a 24-hour customer support chatbot enabled the company to more efficiently answer questions and resolve issues, driving better customer experiences.
With the new RPA bots in place, the company attained its goal of increasing efficiency by enabling employees to reprioritize 30% of their work hours and use that time for higher-priority tasks and process improvements. The automation platforms significantly reduced the average rework rate due to human error to just 4.3%, and the processing time for the 200-plus automated tasks was reduced by 70%. Additionally, the bots deployed in the inventory, purchasing, and logistics departments improved the revenue realization timelines of supplied products from five to two days. The Wipro-led automations eliminated bottlenecks and improved employee productivity throughout the organization, enhancing customer and employee experiences across 60 countries. The chatbot feature expanded the company’s omnichannel engagements and provided an opportunity to build customer trust with a more streamlined customer experience. All these factors contributed to making progress toward increasing revenue by eliminating manual tasks for employees, improving workforce management, and accelerating go-to-market processes.