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RPA in Customer Service

Customer Service and Technical Service – RPA in practice

Customer Service is kind of heaven on earth for RPA because it offers an enormous amount of possible applications. The ongoing digitalization causes many companies to not only communicate with their customers on the phone but also on all other digital channels. After all, this is exactly what customers expect from modern companies today. Apart from the telephone the main choice of communication is by e-mail but also formats like WhatsApp are becoming more and more popular.

RPA vs the flood of e-mails – Process automation in Customer Service

Let’s use a real life example: a service provider receives several thousand e-mails every day concerning almost the same amount of topics and issues. So far a large number of employees had to read these e-mails, categorize and forward them to the respective department. This costs a huge amount of time and blocks other resources. 
RPA gets this tiring job done in a fraction of the time because the robot identifies the content, categorizes it based on pre-defined criteria and forwards the e-mail to the respective department automatically.
More application areas in the customer service are:

  •  Data Management & Migration
  •  Processing of Product Returns
  •  Processing of Cancellation
  •  Handling of customer complaints
  •  RPA integration within chat-bots
RPA solutions allow a convient customer support.

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Processing of fault tickets in Customer Service

Thanks to RPA solutions incoming customer messages regarding malfunctions can also be used as early warning systems. For instance the possibility of determination of thresholds or the creation of heat maps to identify bigger problems much quicker.
Further there are many recurring activities when processing fault tickets. Depending on the company, fault messages can be received via many different channels. Our virtual employees monitor these channels, extract all relevant problem information and transmit them to an internal ticketing tool. Of course, the ticketing tool can apply as a basis for processing. Next the virtual employee carries out various tests and measurements and enriches the ticket with results from the diagnosis system. Subsequently the customer will be informed or the ticket will be forwarded to second level support.

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Key Facts

23.800 optimized Working Hours per Year
-60% Handling Time
415.000 Incidents per Year

Mobile app for line measurement in Customer Service

Within 3 months, Another Monday developed and rolled out a mobile phone app that allows customer service employees to initiate line measurements (internet, telephone, television) directly from their mobile phones. Where previously two phone calls and a manual implementation of the line measurement were necessary, a virtual employee now automates the line measurement and transmits the result as a push notification back to the mobile phone of the technician. Data protection and data security are of first priority: all transmitted data are transmitted encrypted. 

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Key Facts

96.900 optimized Working Hours per Year
60% Cost Reduction
1.600.000 Incidents per Year

Endowment Policy Conversion

An insurance company receives requests from clients to convert endowment policies into a life annuity. The process consists of a large number of checks and entries to be carried out with high precision to avoid errors.
These extremely time consuming and mundane tasks require highly skilled resources. Key challenges the company faced were keeping staff motivated, lack of scalability and costs.

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Key Facts

20.400 optimized Working Hours per Year
70% Cost Reduction
25.000 Requests per Year

Surrender of a life insurance

A company receives requests from clients for an early surrender of a life insurance policy. The process consists of a tedious search for all relevant information in a legacy environment and the preparation of the required documents. The complete process used to take approximately 20 minutes by first and second level resources together, not taking into account rework due to mistakes made during the process.

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Key Facts

13.600 optimized Working Hours per Year
40% Time Saving
15.000 Incidents per Year

More Use Cases

  • New connection of communication lines

    With every new connection (internet, telephone, television) the customer is able to have hardware installed by a technician. His registered work time needs to be populated into SAP. Thanks to RPA solutions from Another Monday, this activity is now carried out by a virtual employee. The work times of technicians will be automated and registered into various systems. That’s how employees in HR find the time to handle more value-adding tasks.

  • Termination of contracts with borrowed hardware

    Telecommunications companies often lend hardware with their contracts that needs to be returned when the contract is terminated. In the business customer sector, borrowed hardware is picked up at the customer by a technician. This procedure needs to be organized and maintained internally. Our solution includes measuring of the present cancellation, examination and removal of deposited hardware in SAP, shipping of information to all persons relevant for the process as well as creation of an order for the technician including a precise list of the hardware that needs to be picked up at the customer. By using software robots, it was possible to significantly reduce processing times of contract terminations with borrowed hardware.

Contact ANother Monday for an RPA solution in customer service.

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