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Intelligent Automation for Customer Service Optimization

sphereinc.com

Manufacturing

Operational Inefficiency and High Costs in Customer Service

Ascentia faced unsustainable operational costs due to reliance on manual order processing workflows. Their Customer Order Team represented the largest budget component, but attempts to reduce staff through channel reduction, center consolidation, or system upgrades risked workflow disruption or required excessive investment timelines.

About the Client

A home manufacturing company seeking operational efficiency through automation

Key Objectives for Automation Implementation

Reduce Customer Order Team staffing requirements by 60%
Achieve ROI within six months of implementation
Maintain high service quality and order accuracy during staff reduction
Enable seamless transition to in-house management of automated systems

Core Automation System Requirements

Intelligent Robotic Process Automation (iRPA) for order processing
Workflow automation without disruption to current operational methods
Real-time monitoring and error prevention mechanisms
User-friendly interface for staff adaptation
Training modules for in-house team transition

Technology Stack Preferences

Intelligent Robotic Process Automation (iRPA)

Generative AI (GenAI) for process optimization

Legacy system integration capabilities

System Integration Requirements

Existing order processing systems
Customer relationship management (CRM) platforms
Internal communication tools

Non-Functional Requirements

Scalability for future process automation
Enterprise-grade security for customer data
High system reliability (99.9% uptime)
Performance monitoring dashboard
Compliance with data protection regulations

Expected Business Impact of Automation Implementation

The solution is projected to reduce staffing requirements by 60% within two months of implementation while maintaining order accuracy and customer satisfaction. Operational costs will decrease through automated workflows, with ROI expected within six months. The organization will gain sustainable automation capabilities managed entirely by in-house teams.