Problem Statement: Multiple Excel workbooks were relied upon to manage balance and statement data. Time spent on maintaining workbooks was taking too long and impacting the business negatively.
Solution: Using Excel's in-built automation tools, along with the vast library of in-built functions, many scripts were created to automate ~95% of all manual workflows, freeing up time for individuals to perform meaningful tasks.
Tools Used: Microsoft Excel | Visual Basic for Applications
Outcome: Business owners and employees spent less time performing menial maintenance tasks and more time focusing on customers and products.
Problem Statement: Emails were not being replied to in an acceptable timeframe. Some emails were being lost. No tracking of emails was being performed and customer confidence was decreasing.
Solution: Overlayed an automation platform on the inbox to monitor inbound emails. Emails were categorised, auto-responded (based on category), organised and flagged depending on urgency. Rules put in place to send reminders to the team and daily updates on un-answered emails sent to supervisors.
Tools Used: Microsoft Power Platform
Outcome: Fully automated inbox management system. Increased business efficiency and removed all negative customer feedback regarding lack of email response. Data insights increased with greater visibility of inbound email contact.
Problem Statement: Inbound phone call contact regarding online portal help was increasing.
Solution: Integrate Webchat and a basic FAQ Chatbot directly onto the online portal. Customers could interact with the chatbot and answer questions directly on the portal.
Tools Used: Webchat Platform (Many available) | Chatbot (NLU)
Outcome: A decrease in telephony contact with diverted contact to Webchat. 30% chatbot resolution and concurrent chat for live agent brought significant efficiencies.
Problem Statement: An abundance of data in the business meant an increase in demand for data insights. This created bottlenecks for insight requests and delayed decision making.
Solution: Automated data load, report generation and distribution process. This freed up time for the teams to perform their key insights on the data generated rather than spending time performing maintenance tasks.
Tools Used: Microsoft Power Platform | Python
Outcome: An increase in key insights and decrease in time to decide metrics.
Problem Statement: A business knew they needed to move to a more digital experience, their customers were calling out for it and efficiencies could be realised by creating digital experiences. However, the business did not know the best approach and were suffering from analysis paralysis: too much choice and was unable to cut through the noise.
Solution: Methodically working through all business processes and identifying key opportunities to digitise, we acted as consultative partners to design a full digital strategy, including platform vendors, pricing, process changes and more. We worked closely with individual teams in the business to ensure once handed over there was full internal support available.
Tools Used: Project Management Toolkits
Outcome: The business had a fully designed roadmap of product and process improvements, along with suggested vendor migration strategy plans, ready to execute. Internal teams were trained up on how to support the tools to ensure no loss of service going forward.
