RPA-enabled Ticket Resolution to Improve SLAs and Customer Satisfaction for a Leading Pharmaceutical Firm
Overview.
The client faced a challenge centered around a significant backlog of tickets, which indicated inefficiencies in process adherence and stability. This backlog not only strained operational workflows but also adversely impacted customer experience due to delayed responses and unresolved issues. They sought Coforge’s Digital capabilities for addressing this challenge and aim to improve the operational efficiency and enhance overall customer satisfaction.
The client wanted to revamp its customer service processes to increase customer satisfaction. Lack of automation resulted in missed SLAs, unattended tickets, and customer dissatisfaction leading to business unit escalations.
Solution
After shadowing the client to understand the service issues, the proposed solution focused on robust governance around people and process management, coupled with effective technology adoption. Adding automation resolved the most significant gaps found in queue and work group management resulting in an improved customer service process.
People: Introduced designated Queue coordinators for each pharma manufacturing business unit, location, and application.
Process:
Customized Problem and Incident Management Process; Optimized and Implemented an automated alert mechanism for all priority tickets raised or allocated to any workgroup.
Initiated email alerts to the engineering group/process owner about potential SLA breaches.
Defined a Major Incident Management process for priority tickets and tracked Key Responsibility Areas (KRAs) shared with the team member.
Technology: Implemented workflow automation to manage priority, escalations & alerts and Robotic Process Automation (RPA) for automatic ticket closure.
The Impact
The overall customer service process and experience was improved, and the Mean Time to Repair (MTTR) saw significant improvements.
The quality of ticket handling improved from 84% to 90%.
Customer satisfaction increased from 89% to 91%, with feedback responses tripling from 60 in April '23 to 200 in May '23.
First Contact Resolution (FCR) increased from 95% to 97%.
