AI-driven automation transforms online shopping experience
Overview
When a leading American eCommerce company faced scalability challenges with their robotic automation systems, they needed a solution that could support their growing operations without disrupting critical customer service functions. Frequent performance issues threatened operational efficiency and customer satisfaction.
Partnering with us, the eCommerce leader implemented a comprehensive migration and automation strategy that transformed their capabilities. The solution resolved scalability issues and delivered impressive operational improvements, streamlining processes that enhanced both agent productivity and customer experience.
The Challenge
The eCommerce company's rapid growth created significant operational challenges:
- Scalability limitations: Their existing automation platform struggled to efficiently support a large user base, leading to frequent performance issues
- Manual overhead: User and agent creation processes required dedicated resources to perform time-consuming manual tasks
- Transition risks: Potential business disruption during migration from legacy automation to a more advanced solution threatened customer service continuity
- Technology obsolescence: Outdated RPA limited access to newer capabilities and performance improvements
The Solution
We implemented a comprehensive automation transformation strategy:
- Advanced platform migration: Executed a controlled migration to Pega Robot Manager, providing robust support for the growing user base
- Process automation: Developed automated workflows for user and agent creation, eliminating manual steps and ensuring consistent configuration
- Seamless system integration: Created efficient connections between existing systems, Avaya and Salesforce, enabling smooth data exchange and process synchronization
- Risk mitigation: Implemented an interim local network drive deployment strategy to ensure business continuity during the transition period
- Technology modernization: Established a clear roadmap for upgrading to newer RPA versions, positioning the client for ongoing innovation
Throughout the implementation, we prioritized minimizing disruption while maximizing operational improvements, ensuring that customer service capabilities remained uninterrupted during the transition.
The Impact
The automation transformation delivered significant measurable improvements:
- 95% reduction in user management turnaround time: Automated processes dramatically accelerated system administration tasks
- 80% decrease in manual effort: Elimination of repetitive tasks freed valuable resources for higher-value activities
- Enhanced customer experience: Faster call handling times improved first-call resolution rates and customer satisfaction
- Streamlined operations: Optimized reship processes reduced complexity and accelerated customer service resolution
- Improved scalability: The new platform efficiently supported the growing user base without performance degradation
- Future-ready foundation: Modernized automation infrastructure positioned the company for ongoing innovation
Beyond the Numbers
This transformation fundamentally changed how the company approaches customer service operations. The shift from manual processes to intelligent automation resolved immediate scalability issues and established a foundation for continuous improvement and innovation.
The enhanced integration between systems enables more cohesive customer interactions, while the automated user management allows the company to scale operations rapidly. With a modernized automation infrastructure, the company is well-positioned to continue enhancing customer experiences while optimizing operational efficiency.
Celebrating Success
We’re committed to helping eCommerce leaders transform their operations through intelligent, technology-driven strategies. The Total Experience report observes that more than 70% of leaders will have fully or largely implemented Total Experience in the next three years, helping them achieve greater ROI from their experience investments. Our partnership with this American eCommerce company demonstrates how comprehensive automation modernization delivers immediate operational improvements and long-term strategic advantages.
As consumer expectations evolve, the foundation provides the agility needed for ongoing innovation, enabling the company to enhance customer experiences continuously while optimizing costs and resources across their growing operations.
