BPT, PC Manufacturing OEM – Robotic Process Automation
Zervvo streamlined back-office operations for a global PC OEM by automating 60% of case management tasks, reducing labor costs by $2.5M annually.
Challenges
Manual case handling increased costs
Solutions
Automated back-office with RPA bots
Outcome
40% manpower cut, faster resolution
About Case study
A leading PC manufacturing OEM, operating globally with 10,000+ employees, produces desktops, laptops, and peripherals. Headquartered in the USA, it serves enterprise and consumer markets, facing intense competition and rising operational costs.
Challenges
The OEM relied heavily on manual back-office processes for case management activities, including warranty claims, customer support ticketing, and inventory reconciliation. These tasks involved repetitive data entry across disparate systems, leading to a 25% increase in operational costs over two years and a 15% delay in case resolution times. The company needed to reduce manpower costs and improve efficiency without compromising service quality.
Solutions
Zervvo implemented a tailored Robotic Process Automation (RPA) solution to streamline back-office operations:
• Deployed RPA bots to automate 60% of case management tasks, such as extracting data from customer tickets, validating warranty claims, and updating inventory records in SAP and CRM systems.
• Integrated bots with existing ERP platforms, ensuring seamless data flow without costly system overhauls.
• Used AI-driven process mining to identify high-impact automation opportunities, prioritizing tasks with repetitive, rule-based workflows.
• Provided employee training to shift staff from manual tasks to strategic roles, such as customer engagement and quality assurance.
Outcomes
• Manpower Reduction: Reduced back-office manpower requirements by 40%, saving $2.5M annually in labor costs.
• Efficiency Gains: Cut case resolution times by 50%, from 48 hours to 24 hours, improving operational agility.
• Cost Savings: Lowered operational costs by 20% through automation and process optimization.
• Employee Impact: Retrained 100+ employees for higher-value tasks, boosting morale and productivity by 15%.
• Esperanto Tie-In: By unifying disparate systems and teams through automation, Zervvo bridged operational gaps, creating a cohesive, efficient workflow that aligned with global unity.
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Zervvo streamlined back-office operations for a global PC OEM by automating 60% of case management tasks, reducing labor costs by $2.5M annually.
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