Success Stories

Finance staff spent 36.5 hours monthly manually copying sales details from emails into Excel. Each email had different formats and line items, making the process error-prone and time-consuming.

Developed an intelligent RPA that automatically detects email content patterns, extracts line items, and maps them into structured Excel sheets with 100% accuracy. The bot processes emails as they arrive and updates commission sheets in real-time.

Finance AR teams spent 12 hours weekly manually merging disparate data sources, mapping vendor names, and generating sequential invoice numbers. Manual VLOOKUPs and copy-paste operations led to frequent errors and inconsistencies.

Engineered a Power Query ETL (Extract, Transform, Load) pipeline that automatically consolidates multiple sources into a single 'Golden Record' sheet. Features automated vendor name mapping, date-based invoice generation, and one-click data refresh.

Support agents handled 900+ monthly chats manually, with 30% being repetitive inquiries or spam. This consumed approximately 100 hours of team capacity monthly that could be better spent on complex customer issues.

Developed an AWS-hosted automated triage menu that provides self-service instructions for common queries and automatically filters spam. Currently in UAT/Demo phase with projected 30% reduction in manual tickets.

Managers spent 12 hours weekly tracking leave requests via Excel and WhatsApp. Manual tracking led to scheduling conflicts, delayed approvals, and no visibility into team availability.

Built a Power Apps leave management system with automated approval workflows, real-time calendar integration, and manager dashboards. Agents submit requests via mobile app; managers get instant notifications and can approve with one click.

Supervisors manually tracked quality scores using Excel-based checklist forms. They spent hours pivoting data and calculating scores, missing critical insights on coaching opportunities and team-wide trends.

Created a web-based quality form that automates score calculation and generates weekly/monthly failure point summaries by agent. Provides supervisors with real-time insights and automatically flags coaching opportunities.

Non-claim cases were tracked manually in Excel. When multiple teams needed involvement, cases were sent via email, creating long email trails that led to confusion and missed follow-ups.

Built a web-based CRM that stores all cases in a central database. Features one-click case assignment, automatic reminders, and complete case history tracking. Teams can collaborate within the system instead of email chains.

NPS scores were suffering because upstream teams had no visibility into sensitive customer interactions. When Level 1 agents handled irate customers, this context was lost before escalation to Level 2.

Integrated a Teams bot into the CRM that allows Level 1 agents to flag sensitive cases with one click. The bot instantly notifies the assigned Level 2 agent with customer context, enabling better preparation and handling.

Callback requests were synced to a shared Excel file, creating sync issues, data mismatches, and manual tracking. CS agents spent significant time on administrative work, and SLAs were calculated manually with no overall case insights.

Integrated a Teams bot with the client's website contact form. Each request creates an interactive case form in Teams with automatic timestamp capture. Minimal typing required from CS agents, reducing after-call work time.