Scenario

Our customer was an aged care provider based in Victoria who were interested in a customer onboarding robot as a way to automate their existing customer onboarding process without incurring significant costs or disruption to their business.

Customer onboarding was both a time and effort intensive process for the business, requiring staff to spend an hour to onboard a single customer. Strict compliance requirements also meant that the process was required to use specific systems. Finally, given their not-for-profit status, any solution had to be extremely cost-effective. The cost of using the existing process made the business vulnerable to more efficient competitors in the marketplace.

Solution

Talos created a UiPath robot that could automatically perform the customer information validation and data entry processes. It collected data output from Salesforce via email, cross validated associated data in attached documents then input it into the core Carelink system through the front end application via Citrix. This mimicked a human worker’s interactions with the system, but with a reduced error rate and avoiding expending peoples time conducting this slow process.

Outcome

Using a modular approach, the Customer Onboarding Robot was able to precisely replicate individual components of the process. This meant that inefficient bottlenecks could be seamlessly handed off to the robot without disrupting existing business rhythms. Staff were able to focus on more valuable tasks such as customer interaction, whilst the robot validated and entered information into Carelink. Automating the existing process components rapidly provided high value at a low cost, compared to alternatives such as full system implementations or integration projects.