Formica®’s focus is on continually improving our customer experience. At the same time empowering our staff to support our customers.
Formica® Europe, has a unique customer services team that supports customers across 15 European countries, and are based in the United Kingdom.
The challenge was around how to improve the process that requires the solution to understand many languages and multiple customer specific business rules.
Creation of B.O.B. – the unattended robot that supports a team of 22 – speaks 7 languages.
SOLUTION
On-premise platform with Abbyy® and UiPath® automation
FOCUS
On top 15 customers, not currently on the EDI platform.
Multiple languages.
SIMPLIFY
Reduce the number of customer credits.
Improve pricing model.
OPTIMISATION
Improve time to process orders through the supply chain process.
PEOPLE
Empowering staff to delivery focussed technical support to customers.
Voice of the customer…
Fantastic to see Bob come to life. Thanks for all the hard work and support.
Rick Houghton – GM Information Technology
