Increasing efficiency in complaints management
Challenge: Optimizing manual complaints processing
A global logistics company was faced with the problem that processing international complaints was extremely time-consuming and error-prone. In the past, complaint documents were physically sent for processing, which slowed down the entire process considerably. Upon receipt, the documents had to be scanned before the information was manually entered into an SAP system. This was followed by analysis, verification and a decision on the complaint request. This manual process was not only inefficient, but also prone to errors.
Goal: fully automating complaints processing
The company’s goal was to automate complaint processing by using modern technologies. Faster and more accurate processing of complaints should both significantly shorten throughput times and minimize the error rate.
The solution: AI OCR component combined with RPA software
To achieve this goal, amotIQ solutions developed an AI OCR (Optical Character Recognition) component in combination with RPA (Robotic Process Automation) software. The solution is based on Python, OCR Tesseract, Java and UiPath. By using these technologies, the entire complaints process was automated. The AI OCR component makes it possible to immediately scan the physically incoming complaint documents and automatically extract the required information. This data is then transferred directly to the SAP system, where the complaints can be analyzed and verified in real time. This eliminates the need for manual input, and processing is seamless and efficient.
Implementation: Complaint processing in record time
The implementation of this solution led to a remarkable result: the average processing time for a complaint was reduced from 14 minutes to just 2 minutes – an increase in efficiency of 86%. In addition, the error rate fell drastically from 32% to 0%, which significantly increased the quality of complaint processing.
Result: Significant process optimization and customer satisfaction
Automated complaint processing has not only significantly reduced the processing time, but also increased the reliability and accuracy of the process. Complaints are now processed more efficiently, which has increased customer satisfaction. The use of AI and RPA has enabled the logistics company to modernize and optimize its complaint management processes.
Conclusion: amotIQ solutions as an innovator in complaints management
By implementing automated complaints processing, amotIQ solutions demonstrates how modern technologies such as AI and RPA can be used to increase efficiency in logistics processes. The successful automation of the complaints process is a testament to amotIQ solutions’ commitment to providing innovative solutions that maximize operational efficiency while increasing quality and customer satisfaction.
