The challenge
RPA solutions have long been touted as the answer to operational inefficiencies. Many companies are investing in intelligent automation to handle repetitive tasks, thereby allowing their employees the time and resources to tackle more complex, nuanced responsibilities. In fact, Research and Markets estimates that the global RPA market size will reach $25.66 billion by 2027, expanding at a CAGR of 40.6% over the forecast period.
Our client is a U.S.-based consumer electronics and fitness company that produces wireless-enabled wearable technology. The client needed their Salesforce files converted and stored in the cloud within a two-week window. With the typical hiring process for such a task requiring a minimum of three to four weeks, their team reached out to TELUS Digital to deliver a technology-based solution.
The TELUS Digital RPAaaS solution
TELUS Digital was selected as the chosen vendor for this project given our successful track record as the client’s trusted, digital customer experience partner for 10 years. After an initial discovery meeting and walkthrough of the client’s customer relationship management (CRM) infrastructure, TELUS Digital engaged its solutions team to design and implement an RPAaaS to take on the task.
Key features of our RPAaaS solution include:
- 17 RPAaaS bots logged into Salesforce to convert the client’s files into PDFs
- The bots ran 24 hours a day, seven days a week
- TELUS Digital’s integration with Google Cloud Platform (GCP) enabled the bots to save the PDFs in the client’s Google Drive
The results
Working hand in hand with the client, TELUS Digital leveraged its full stack of design, build and deliver service capabilities to successfully transition and implement this very complex and operationally critical transformation project.
Over the entire engagement, 60,805 Salesforce call case files were converted to PDFs with zero defects, and 10-15 full-time equivalents worth of operational expenses were saved. Additionally, the project was completed successfully in just four days, well ahead of scheduled timelines.
