How A Logistics Provider Boosted Customer Satisfaction through RPA

Having seen its glowing success in industries such as Finance, the logistics field warmly welcomed Robotic Process Automation in its world of laborious and tiresome tasks. RPA has begun to radically reshape logistics, unburdening workers from gazillions of monotonous jobs to boost operational efficiency and raise customer satisfaction rates.

A recent example of this is a Guangzhou-based Logistics provider that has fully embraced RPA after its successful utilization in overcoming some key issues. The company found a myriad of low-value, repetitive tasks that were handled manually by workers, and regularly identified a substantial number of concerning errors. This immediately prompted the provider to take action and begin conducting extensive research to find a suitable solution.

Digging through many reports and articles, the company found itself drawn to RPA after reading about the tremendously positive effects RPA has had on other businesses. The more research was done, the more it was felt RPA was a tool that could not be ignored and was, at least, worth trying.

The provider quickly pinpointed the area which was hugely problematic and, therefore, a perfect test for the capabilities of RPA: error report generation. It was observed that during certain periods, such as holidays, the express shipment orders would skyrocket – and so would the errors made in delivering them. Before RPA adoption, the staff would have to undergo a taxing procedure whereby they would be required to grind through each and every delivery error, record them in a file, and then generate a lengthy report. A reasonable task if not for the tens of thousands of these jobs employees were burdened with. Reviewing such large volumes of files while remaining fully alert is near impossible, thus while it's understandable that the staff would regularly make mistakes, it was also highly alarming.

The manual process for generating an error report is as follows:

1.      Manually open the excel file.

2.      Open the logistics system.

3.      Review the excel file.

4.      Find shipment errors.

5.      Input data in the logistics system and generate a report

6.      Repeat.

The monumentally simplified RPA process is as follows:

1.      Select Excel and specified folder.

2.      RPA automatically spots errors, inputs into the system, and generates a report.

3.      RPA automatically repeats as many times as necessary.

The results? Operational efficiency increased by a whopping 500%. Not only was there swift task completion, but all tasks were performed with high levels of accuracy. After all, bots have one advantage that many of us do not: they do not suffer from feelings of boredom or melancholy. Bots can and will merrily perform any assigned tasks without complaints.

Needless to say, the logistics provider was satisfied with the results and continued to use RPA in many areas of the business, resulting in happier customers, happier employees, and lower errors.

About Laiye

Founded in 2015, Laiye helps businesses achieve more, reach their full potential, and transform into smarter, more effective, efficient, productive enterprises. Laiye helps businesses and people realize their full potential by optimizing the human-machine collaborative alliance with sophisticated, dynamic, productivity-enhancing digital “workforce solutions”. Laiye delivers the deepest, most advanced AI/RPA/NLP solutions to help businesses become more efficient, effective, agile, and successful. And it frees people to focus on meaningful, innovative, mission-critical initiatives.

Core technologies include robotic process automation (RPA), process mining, natural language processing (NLP), conversational intelligence, text recognition, and image recognition.