Our case studies

Problem

Outsourcer was facing high attrition and absenteeism rates. Vacancies for new hires were hard to get filled in.

On top of that the hourly wage had increased enormously in the last 2 years.

Quality issues were also popping up. Apparently, on average, employees are causing 5% (critical) errors during their working hours…

Solution

With RPA we were able to reduce the need for (extra) staff. We simply automated the inquiries, credit check, fulfilment processes using a Chat bot and RPA tool.

Chat bot does customer verification and first gathering of info from different systems. The live chat support team is stand-by for complex questions.

All the after work is done by our RPA software robots: think time consuming activities like credit checking, case logging and sending confirmation messages to customers.

Results

Reduced costs for recruitment, training, salaries etc.

Cost savings due to reduced handling times

Significant uptake in NPS

Increased First Time Right: robots are more accurate (99,9997%)

Problem

Customer Service representatives at this company had to consult 3 different systems in order to gather the right billing information. Since the employees only had 2 screens at their disposal, they needed to make handwritten notes in order to calculate the right amounts.

Solution

FLX was able to reduce the number of systems to be consulted to 1 screen where the employee saw all the information collected. In one glance. With RPA scripting we retrieved the right information and with NLP we were able to read the PDF invoices.

Results

Better customer experience: less hold time/waiting time etc.

Cost savings due to reduced handling times

Increased employee satisfaction

Problem

One of Europe’s largest car manufacturers faced low conversion rates and Acquisition Costs were too high.

Moreover, the dealer follow-up was insufficient. Quotations, test drives, e-brochures etc. were not arranged on time (or at all) …

Solutions

Chatbot for making appointments in the dealer(s) agenda(s). Plus to offer assistance in case a prospect/customer was targeted as serious by our

Predictive online analytics tool: tracking online behaviour. Exclusively targeting possible serious buyers, based on algorithms and experience. Possibility to offer a Chat (bot) session or a call me now option, only to those who seem seriously seeking a new car.

RPA to take over repetitive tasks from call center agents.

Results

Reduced costs: less sales agents needed. Only serious prospects were approached instead of every website visitor.

Increased lead quality

Significant uptake in sales conversion (+30%) due to Predictive tool

Significant uptake in sales conversion due to transformed follow-up strategy, using Chat bots and RPA.

Problem

One of the largest telecommunication companies in the world wanted to automate their marketing campaigns. The main reason was that these campaigns were mainly used ad-hoc and also had many seasonal or peak influences that could not be accommodated with call center staff.

In addition, the inquiry process for order status had to be fully digitized.

Solution

FLX implemented a combined chat and RPA solution in order to achieve the highest possible efficiency.

The chat bot performs customer verification, and answers and asks some questions.

The (RPA) software bot executes a credit check, modifies data, changes rate plans, arranges fulfillment items, sends confirmation messages, logs case history etc.

Results

Reduced costs for recruitment, training, salaries etc. (less personnel needed).

Cost savings due to reduced handling times

Significant uptake in NPS

Increased sales