Some mini case studies for Transformation, Process Automation, and Artificial Intelligence projects are underway:
Situation:
A government department was struggling to manage the high volume of customer queries across its contact centre and website. Each query required manual intervention, leading to long wait times and inconsistent responses. Frustration was mounting among customers who expected quick, reliable answers, and the overburdened staff faced growing inefficiencies. Recognising the need for an advanced knowledge management system, the department sought a solution that could deliver timely and accurate information at scale.
Task:
Better Business by Design (BBBD) was engaged to overhaul the knowledge management system by implementing an AI-powered knowledge base. The goal was to provide a seamless and efficient method for customer service representatives to access accurate information, thereby enhancing both customer experience and operational efficiency.
Action:
To address these challenges, we implemented a combination of artificial intelligence and robotic process automation:
- Designed and implemented Conversational AI, allowing customer service representatives to retrieve accurate information in real-time.
- Deployed RPA bots to extract, categorise, and surface relevant data, minimising manual searches.
- Integrated the AI-driven knowledge base into existing systems, ensuring seamless functionality within established workflows.
Result:
The implementation of AI and automation led to remarkable improvements:
- Drastically reduced response times, enabling staff to handle more queries in less time.
- Eliminated inconsistencies, ensuring customers received reliable and accurate answers.
- Scalable solution, allowing the system to adapt to future demand fluctuations without additional staffing costs.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A leading organisation operated a multi-functional contact centre for customer relations, IT support, and facilities management. Their outdated system resulted in frequent bottlenecks, particularly during peak periods, when high call volumes caused service delays and customer dissatisfaction. The organisation recognised the need for a more agile, customer-focused approach and sought a modern solution that could improve efficiency while reducing costs.
Task:
BBBD was engaged to implement a modern, cloud-based solution that would enhance efficiency, reduce operational costs, and deliver a seamless customer experience. The focus was on increasing responsiveness, optimising resource allocation, and leveraging digital engagement channels to better serve customers.
Action:
To drive transformation, BBBD executed a comprehensive overhaul of the contact centre’s operations:
- Migrated to a cloud-based contact centre platform, providing greater flexibility and scalability.
- Implemented omnichannel digital communication, allowing customers to engage via chat, email, and self-service portals.
- Expanded self-service capabilities, empowering customers to resolve simple queries without agent intervention.
- Developed advanced workforce management tools, optimising staff allocation and reducing peak-time strain.
Result:
The improvements led to a significant shift in operations:
- Over $1M in annual cost savings through process optimisation.
- Enhanced customer satisfaction, with improved response times and accessibility.
- Optimised workforce allocation, ensuring agents focused on complex issues rather than routine inquiries.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A government department faced a persistent challenge in reconciling data across multiple systems. Their reliance on manual data matching not only consumed valuable time but also introduced frequent errors, causing inefficiencies in reporting and decision-making. Skilled employees were diverted from high-value tasks to manually sift through data, slowing down critical operations. Recognising the need for a more streamlined and error-free solution, the department sought an automation-driven approach to improve efficiency, accuracy, and scalability.
Task:
Better Business by Design (BBBD) was engaged to develop an RPA-based solution that would automate data reconciliation, eliminate human error, and enhance overall operational agility. The primary goals were:
- Efficiency: Automate the matching process to significantly reduce manual effort and save time.
- Accuracy: Minimise errors in data entry and reconciliation, ensuring higher data integrity.
- Scalability: Enable seamless integration across multiple applications and systems to future-proof operations.
Action:
To address these challenges, BBBD designed and implemented a comprehensive RPA-powered data matching solution:
- Process Analysis: Conducted an in-depth evaluation of data sources, reporting structures, and exception handling protocols to identify key inefficiencies.
- Bot Development: Developed intelligent RPA bots capable of:
- Extracting and processing data from diverse sources, including databases, spreadsheets, emails, and PDFs.
- Comparing and verifying records against multiple systems, ensuring consistency and eliminating discrepancies.
- Automatically populating validated data into target systems, reducing manual intervention.
- Handling exceptions through predefined error scenarios, flagging inconsistencies for human review only when necessary.
- Seamless Integration: Ensured full compatibility of the RPA solution with existing systems:
- Integrated bots with local and central management systems, allowing for continuous and real-time data synchronisation.
- Implemented a Business Intelligence reporting portal, providing real-time visibility into reconciled data.
- Enabled automated email notifications, ensuring stakeholders received timely alerts on reconciliation updates.
- Testing & Deployment: Conducted rigorous controlled testing before launching the full-scale deployment, ensuring accuracy and reliability of the automation.
Result:
The implementation of the RPA-powered data matching system transformed the department’s operational efficiency:
- 85% reduction in data matching time, allowing teams to focus on strategic initiatives rather than manual reconciliation.
- Near elimination of human errors, improving data integrity and trust in reporting.
- Seamless scalability, with bots adapting to increasing data volumes, evolving workflows, and new data sources without additional development efforts.
- Rapid deployment, completing the project in just six weeks, accelerating ROI and demonstrating the power of automation.
Conclusion:
By leveraging RPA for data matching and integration, the department significantly enhanced its operational efficiency, eliminated manual errors, and freed up skilled employees for higher-value tasks. This case study exemplifies the transformative impact of automation in streamlining data reconciliation, offering a scalable and intelligent solution adaptable to future organisational needs.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A financial services company faced challenges with its customer onboarding process, which relied heavily on manual data entry, contract generation, and verification. These time-consuming processes not only delayed customer activation but also introduced frequent errors, impacting compliance and customer satisfaction. As the company continued to scale, it became clear that an automated solution was necessary to handle increasing volumes without sacrificing quality.
Task:
Better Business by Design (BBBD) was engaged to implement a robust automation solution that would streamline the onboarding process, enhance accuracy, and improve operational efficiency. The primary objectives were:
- Efficiency: Reduce processing times and eliminate manual intervention in repetitive tasks.
- Accuracy: Minimise errors associated with data entry and verification to ensure compliance.
- Scalability: Develop a system capable of managing large volumes of customer onboarding seamlessly.
Action:
BBBD designed and deployed an advanced RPA and OCR-driven automation solution:
- RPA Implementation:
- Deployed RPA bots to automate data entry, ensuring information was processed instantly and accurately.
- Enabled bots to auto-generate contracts, reducing the need for manual paperwork.
- Integrated automated workflows to handle customer verification processes.
- OCR Technology Integration:
- Implemented Optical Character Recognition (OCR) to extract relevant information from customer documents.
- Ensured that all extracted data was validated and matched against internal records for accuracy.
- System Integration:
- Seamlessly connected the automation solution with the company’s existing legacy systems, ensuring continuity without requiring extensive infrastructure changes.
- Enabled real-time status tracking, allowing teams to monitor onboarding progress efficiently.
Result:
The implementation of automation revolutionised the company’s onboarding process:
- Significantly reduced onboarding time, enabling faster customer activation.
- Eliminated manual errors, ensuring compliance and reducing risk.
- Scalable to handle high volumes, adapting effortlessly to business growth.
- Seamless integration with legacy systems, ensuring a smooth transition without disrupting existing operations.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 of 📧 manager@betterbusinessbydesign.com
Situation:
An HR department faced growing challenges in keeping employee records accurate and up to date. With frequent changes such as promotions, transfers, and role adjustments, manually updating records across multiple systems became time-consuming and error-prone. The department needed a streamlined solution that could ensure data accuracy, consistency, and efficiency while reducing the manual workload.
Task:
Better Business by Design (BBBD) was engaged to design and implement an automated data management system powered by Robotic Process Automation (RPA). The key objectives were:
- Efficiency: Automate the process of updating employee records, reducing reliance on manual data entry.
- Accuracy: Eliminate human errors in record-keeping, ensuring up-to-date and consistent employee information.
- Scalability: Ensure the solution could handle high volumes of employee data seamlessly as the organisation grew.
Action:
BBBD developed and deployed an RPA-powered employee data management solution, incorporating:
- Automated Data Updates:
- Implemented RPA bots to retrieve and process employee data updates from forms and emails.
- Enabled automatic validation and updates across multiple HR and payroll systems.
- Data Validation & Quality Control:
- Integrated data validation protocols to cross-check records against publicly available and internal sources.
- Established error detection mechanisms to flag discrepancies for HR review before final processing.
- System Integration & Notifications:
- Seamlessly linked automation with existing HR platforms to ensure consistency across all records.
- Set up automated email alerts and reports, keeping HR teams informed about key changes.
Result:
The introduction of RPA-driven automation significantly improved HR operations:
- Eliminated manual data updates, saving substantial administrative time.
- Ensured 100% data accuracy, reducing errors in employee records.
- Increased efficiency, allowing HR staff to focus on strategic tasks rather than repetitive data entry.
- Scalable solution, seamlessly handling employee record updates as the workforce expanded.
Situation:
A retail company processed a high volume of invoices received in various formats, including PDFs and scanned documents. The manual extraction of invoice data was time-consuming, leading to inefficiencies, delayed processing, and an increased risk of human error. The finance team required a more reliable, automated solution to ensure faster, more accurate invoice handling.
Task:
Better Business by Design (BBBD) was engaged to implement an automated invoice processing system to streamline data extraction, reduce manual workload, and improve efficiency. The key objectives were:
- Efficiency: Accelerate invoice processing times by reducing manual intervention.
- Error Reduction: Minimise data entry mistakes, ensuring accurate financial records.
- Scalability: Enable the system to process high volumes of invoices seamlessly, regardless of format.
Action:
BBBD developed and deployed an RPA and OCR-powered automation solution, incorporating:
- Automated Data Extraction:
- Utilised screen scraping technology to extract invoice data from multiple file formats.
- Implemented Optical Character Recognition (OCR) to convert scanned text into structured, machine-readable data.
- Data Validation & Processing:
- Integrated an automated validation process to cross-check extracted data against internal records.
- Flagged discrepancies for manual review only when necessary, ensuring high data accuracy.
- System Integration & Notifications:
- Seamlessly integrated the automation solution with existing finance and ERP systems.
- Enabled real-time notifications and reports, allowing finance teams to track invoice processing status effortlessly.
Result:
The automated invoice processing solution transformed the company’s financial operations:
- Faster invoice processing, significantly reducing turnaround times.
- Minimised manual input errors, ensuring greater accuracy in financial records.
- Scalable solution, capable of handling increasing invoice volumes without additional human resources.
- Improved compliance, reducing risks associated with financial discrepancies and late processing.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 **04 9796998 ** or 📧 manager@betterbusinessbydesign.com
Situation:
A telecom operator faced a recurring challenge in generating and distributing connectivity reports. The existing process relied on manual report creation, which was time-consuming, prone to inconsistencies, and inefficient in meeting stakeholder expectations. As customer demand for real-time insights grew, the company required an automated solution to ensure timely and standardised reporting.
Task:
Better Business by Design (BBBD) was engaged to implement an RPA-driven automation system that would streamline report generation and distribution. The key goals included:
- Efficiency: Reduce the time spent on manual report creation and ensure faster delivery.
- Consistency: Standardise reporting across all regions and stakeholders.
- Automation: Enable seamless, scheduled distribution of reports without human intervention.
Action:
BBBD designed and deployed a comprehensive RPA and email automation solution, incorporating:
- Automated Report Generation:
- Developed RPA bots to auto-generate reports based on predefined criteria.
- Ensured reports pulled accurate, real-time data from multiple network monitoring systems.
- Email Automation & Distribution:
- Integrated email automation, enabling scheduled delivery of reports to key stakeholders.
- Configured custom distribution lists, ensuring reports were sent to the correct recipients based on predefined rules.
- Standardised Reporting Format:
- Ensured all reports adhered to a consistent format, improving clarity and ease of interpretation.
- Integrated data visualisation tools to enhance report insights.
Result:
The introduction of automation significantly improved the telecom operator’s reporting process:
- Timely delivery of reports, eliminating delays caused by manual processing.
- Standardised reporting, ensuring consistency and accuracy across all connectivity reports.
- Increased operational efficiency, allowing teams to focus on network optimisation rather than repetitive administrative tasks.
- Scalable solution, enabling the company to manage increasing report demands without additional staffing.
Situation:
An online retailer faced increasing competition in a dynamic e-commerce market where pricing strategies had a direct impact on sales performance. Manually tracking competitor prices was impractical due to the rapid changes in pricing across multiple platforms. To remain competitive and optimise profitability, the retailer needed an automated solution to monitor pricing trends and adjust prices accordingly.
Task:
Better Business by Design (BBBD) was engaged to develop an RPA-based competitive pricing system that would track competitor pricing in real-time and adjust the retailer’s prices dynamically to maximise sales and maintain market positioning. The key objectives were:
- Agility: Enable swift pricing adjustments to match or undercut competitors.
- Profit Optimisation: Implement a dynamic pricing strategy to maintain competitive advantage.
- Automation: Reduce manual monitoring efforts and ensure real-time price adjustments.
Action:
BBBD designed and deployed an RPA and dynamic pricing automation solution, incorporating:
- Automated Price Monitoring:
- Developed RPA bots to continuously scan and collect pricing data from competitor e-commerce websites.
- Enabled the system to track price fluctuations across multiple products and platforms.
- Dynamic Pricing Adjustments:
- Implemented automated pricing algorithms to adjust the retailer’s prices based on competitor movements and predefined business rules.
- Ensured real-time updates to online product listings without manual intervention.
- Business Intelligence & Reporting:
- Integrated real-time pricing dashboards, providing visibility into market trends and pricing performance.
- Configured alerts and automated reports, keeping decision-makers informed of pricing adjustments.
Result:
The competitive pricing automation solution enabled the retailer to stay ahead in the fast-paced e-commerce landscape:
- Rapid price adjustments, ensuring the retailer remained competitive at all times.
- Optimised profitability, balancing competitive pricing with revenue maximisation.
- Reduced manual effort, allowing staff to focus on strategic pricing initiatives rather than monitoring competitors.
- Scalable solution, capable of expanding to accommodate new product lines and evolving market trends
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A government department was struggling with an inefficient and error-prone manual receipt and invoice reconciliation process. The finance team spent excessive time manually comparing purchase orders, goods receipts, and invoices, leading to delays, discrepancies, and compliance risks. The department needed a streamlined, automated system to ensure financial accuracy, efficiency, and better control over procurement processes.
Task:
Better Business by Design (BBBD) was engaged to implement an automated reconciliation system within SAP, eliminating the need for manual matching and improving financial oversight. The key goals were:
- Efficiency: Speed up the reconciliation process by automating matching procedures.
- Accuracy: Reduce human errors in invoice validation and approval workflows.
- Standardisation: Ensure consistent accounting practices across procurement operations.
Action:
BBBD designed and deployed a three-way matching automation system, incorporating:
- Automated Three-Way Matching:
- Integrated SAP automation to compare purchase orders (PO), goods receipts (GR), and invoices (IR) in real-time.
- If data matched, invoices were processed without further intervention; if discrepancies were detected, an alert was triggered for review.
- GR/IR Account Management:
- Established a Goods Receipt/Invoice Receipt (GR/IR) control account to track goods and invoices until reconciliation.
- Ensured accurate financial posting and automated clearing of matched transactions.
- Discrepancy Resolution & Reporting:
- Created an exception-handling workflow to flag mismatches for quick resolution.
- Enabled the use of SAP’s Clear Open Items app to automatically reconcile matched entries.
- Deployed GR/IR Account Reconciliation tools for deeper analysis and reporting on discrepancies.
Result:
The automation of receipt and invoice reconciliation delivered significant improvements:
- Faster reconciliation processing, reducing delays in payment approvals and financial reporting.
- Improved financial accuracy, minimising errors in procurement transactions.
- Standardised accounting practices, ensuring compliance with financial regulations.
- Increased efficiency, allowing finance teams to focus on strategic financial management instead of manual data matching.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A well-established transport company, operating across multiple regions, relied on a streamlined approach to handling its accounts payable (AP) operations. As the company expanded, so did the volume of invoices and financial transactions, creating a growing need for a scalable and efficient solution to manage increasing demands without compromising accuracy and speed.
Task:
Better Business by Design (BBBD) was engaged to automate the company’s AP processes using Robotic Process Automation (RPA). The goal was to:
- Reduce manual effort: Automate invoice processing to free up staff for higher-value tasks.
- Improve accuracy: Minimise human errors in invoice matching and financial reporting.
- Enhance scalability: Ensure the solution could handle increased transaction volumes without adding more personnel.
Action:
BBBD developed and deployed a customised RPA solution to handle key AP processes, including:
- Automated Invoice Processing:
- Configured RPA bots to monitor the AP email inbox and automatically download invoice attachments in various formats.
- Used Optical Character Recognition (OCR) technology to extract key details from invoices.
- Data Entry and Verification:
- Integrated bots to validate extracted invoice data and enter it into the AP software.
- Designed automated checks to cross-reference invoice details with purchase orders (POs) to ensure accuracy.
- Exception Handling:
- Implemented an alert system for flagged invoices with discrepancies, ensuring only necessary human intervention.
- Created an automated workflow for resolving mismatches efficiently.
Result:
The implementation of RPA transformed the company’s accounts payable operations, delivering measurable improvements:
- Saved 30 full-time equivalent (FTE) hours per week, enabling staff to focus on strategic tasks.
- Eliminated human errors, enhancing financial accuracy and compliance with auditing standards.
- Reduced operational costs, minimising expenses associated with manual invoice processing.
- Scalable solution, allowing the company to manage increased invoice volumes without additional staffing.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A large corporate organisation was struggling with inefficient data storage management across SharePoint, Microsoft Teams, and OneDrive. The accumulation of redundant and duplicate files led to increased storage costs, decreased productivity, and difficulties in retrieving relevant data. Employees often spent excessive time searching for files, only to encounter outdated or unnecessary duplicates. The organisation required a streamlined file management solution to enhance efficiency and optimise storage space.
Task:
Better Business by Design (BBBD) was engaged to implement an automated de-duplication solution using Robotic Process Automation (RPA) to:
- Reduce storage costs by eliminating unnecessary duplicate files.
- Improve productivity by ensuring employees could access the most relevant and up-to-date documents.
- Enhance compliance and security by minimising redundant data that posed potential security risks.
Action:
BBBD designed and deployed an RPA-powered file de-duplication system, incorporating:
- Automated Duplicate Detection:
- Configured RPA bots to scan SharePoint, Teams, and OneDrive for duplicate files.
- Applied four key parameters for identifying duplicates: filename, metadata (creation and modification dates), file size, and file hash (identical content detection).
- Intelligent File Management:
- Enabled bots to automatically flag or delete redundant files based on organisational policies.
- Retained the latest version or the one with the most extensive metadata to ensure data integrity.
- Optimised Scheduling & Performance:
- Configured the process to run during off-peak hours, minimising disruptions to employees.
- Integrated reporting mechanisms to provide real-time updates on data reduction and storage optimisation.
Result:
The automated file de-duplication system significantly improved the organisation’s digital storage management:
- 22% reduction in storage costs, reducing the need for additional storage capacity.
- Enhanced employee productivity, with less time spent searching for files and navigating redundant data.
- Improved data accuracy and governance, ensuring a cleaner, more structured digital workspace.
- Increased compliance and security, reducing the risk of data breaches and improving regulatory adherence.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com
Situation:
A prominent government department responsible for managing critical public services faced significant challenges with an outdated hosted storage solution. The department maintained over 60,000 Excel files, many containing essential internal links and critical data structures. As operations expanded, the need for a more secure, collaborative, and scalable platform became apparent. To address this, the department decided to transition to Microsoft SharePoint but required expert support to ensure a smooth and efficient migration.
Task:
Better Business by Design (BBBD) was engaged to facilitate the seamless migration of files and data structures to SharePoint, while addressing key challenges:
- Minimising disruption: Ensuring ongoing operations were not impacted during the transition.
- Preserving data integrity: Maintaining internal links and file structures across all migrated documents.
- Optimising file storage: Eliminating redundant files and improving searchability with metadata tagging.
- Ensuring user adoption: Providing training and change management support to help staff transition effectively.
Action:
BBBD executed a structured, phased migration plan that combined automation, change management, and governance best practices:
- Phase 0: Preliminary Scoping Study
- Conducted a comprehensive data analysis to assess file types, volumes, and priorities.
- Performed a stakeholder analysis to identify key concerns and influence.
- Developed a communication strategy outlining the purpose, benefits, and outcomes of the transition.
- Phase 1: Initial Data Migration to SharePoint
- Deployed RPA bots to prioritise and migrate critical data sets, ensuring minimal operational disruption.
- Configured SharePoint settings for optimal file organisation and security controls.
- Phase 2: Updating Internal Links
- Programmed RPA bots to automatically locate and update internal links within Excel files, achieving an update speed of 5 seconds per file.
- Ensured uninterrupted document access and usability post-migration.
- Phase 3: Data Deduplication and Optimisation
- Implemented RPA-driven deduplication, consolidating redundant files and replacing duplicates with master versions linked within SharePoint.
- Improved data retrieval efficiency by eliminating outdated or redundant files.
- Phase 4: Metadata Tagging for Enhanced Searchability
- Designed a metadata structure to improve search functionality and data organisation.
- Configured RPA bots to tag documents based on content analysis, making retrieval more intuitive.
- Phase 5: Training and User Adoption Support
- Conducted comprehensive training sessions to familiarize employees with SharePoint functionalities.
- Provided change management workshops and hands-on learning opportunities.
- Established helpdesk support to assist employees during the transition period.
- Phase 6: Governance and Continuous Optimisation
- Developed information governance policies ensuring compliance with data retention and security standards.
- Enabled ongoing monitoring through RPA bots to enforce data integrity and adherence to best practices.
Result:
The transition to SharePoint, guided by BBBD, yielded remarkable improvements in efficiency, collaboration, and data management:
- Minimal operational disruption, with a structured, phased migration process ensuring continued workflow.
- Enhanced collaboration, enabling seamless document sharing and real-time updates among teams.
- Optimised storage usage, reducing excess file duplication and improving retrieval speeds.
- Improved user adoption, with comprehensive training fostering confidence and ease of use.
- Strengthened governance and compliance, ensuring adherence to organisational policies and regulatory requirements.
For more information on how Better Business by Design can help transform your organisation, contact us at: 📞 04 9796998 or 📧 manager@betterbusinessbydesign.com