The Challenge: Overcoming the Inefficiency of Manual Processes in SMBs
Before implementing RPA Business Process Automation , our client, a medium-sized manufacturing company operating in the engineering sector, was facing significant operational challenges that limited its growth and competitiveness. The staff spent over 6 hours a day on the Manual data entry from orders, invoices and packing slips. Not only did this process consume valuable resources, but it was also subject to a 12% error rate, leading to delivery delays, inventory discrepancies, and frequent customer disputes.
Document management was another critical bottleneck: paper documents were processed manually, physically archived and often difficult to retrieve when needed. Response times to customer inquiries were getting longer, with an average of 48 hours to provide information on the status of orders or resolve administrative issues. In addition, the lack of automation in internal approval processes, the decision-making cycle slowed down, with negative repercussions on the company's responsiveness in an increasingly fast and competitive market.
The company management had tried to improve the situation by increasing administrative staff, but this solution had proved to be expensive and not scalable. It was clear that there was a need for a radically different approach that would allow processes to be optimized without increasing operating costs, while improving service quality and customer satisfaction. The Digital transformation through the RPA emerged as the ideal solution to address these structural challenges and lead the company towards a new, more efficient and competitive operating model.
Table of Contents
The Goals: Define a Targeted Automation Strategy
The implementation project of the RPA Business Process Automation It was launched with clear and measurable objectives, defined in close collaboration with the company management. The first and most urgent goal was to drastically reduce the time spent on manual data entry by automating at least 80% of the repetitive tasks related to the management of orders, invoices and transport documents. This would have made it possible to free up qualified human resources for activities with greater added value, such as the analysis of sales data and the improvement of customer service.
A second key objective was to minimise errors in administrative processes, bringing the accuracy rate to 99% through the implementation of Robot Software programmed to follow precise rules and automatically check data consistency. At the same time, the aim was to reduce response times to customer requests, from the initial 48 hours to less than 4 hours, thanks to a digitized and easily searchable document management system.
Financially, the goal was to achieve a return on investment in less than 12 months, through reduced operating costs and increased efficiency . In addition, the project had to be implemented without significant disruption to day-to-day operations, following a phased approach that would allow staff to adapt to the new automated processes. Finally, it was essential that the solution to RPA integrates seamlessly with existing management systems, without requiring costly replacement or upgrade of the company's IT infrastructure.
The Solution: Strategic Implementation of Process Automation
Our solution RPA Business Process Automation It has been specifically designed to meet the customer's needs, with a methodical approach in four phases: analysis, design, implementation and optimization. In the initial phase, we conducted an in-depth mapping of existing processes, identifying the most suitable activities for the automation based on criteria such as volume, repetitiveness, complexity and business impact. This has made it possible to establish precise priorities for intervention, concentrating efforts on the processes with the greatest potential for optimization.
Based on this analysis, we designed an RPA solution that involved the implementation of three main Robot Software :
- A robot dedicated to the e and automatic processing of data from orders received via email, with the ability to intelligently recognize documents even in unstructured formats
- A robot for the automation of the Billing Process , the verification of the correspondence between orders and deliveries until the issuance and sending of electronic invoices
- A robot for the Inventory management , programmed to constantly monitor stocks, automatically generate supply orders and update the management system
The implementation phase was conducted following an agile methodology, with incremental releases that allowed each component of the solution to be tested in a controlled environment before activation in production. Particular attention was paid to integration with existing systems, using API connectors and screen scraping techniques to ensure smooth interaction between robots and business applications. In parallel, we conducted training sessions for staff, not only to teach them how to use the new platform, but also to promote a change of mindset towards a Automation culture .
The Results: Measurable Transformation of Operational Efficiency
The implementation of the RPA Business Process Automation It has generated exceptional results, exceeding initial expectations and fundamentally transforming the company's operations. Just six months after the start of the project, the data collected showed significant improvements in all the key areas monitored:
Productivity: +65%
Automating repetitive tasks has led to a 65% increase in overall productivity, allowing significantly more transactions to be handled without increasing staff. The time it takes to process an order has gone from an average of 45 minutes to just 4 minutes, resulting in a 91% improvement in efficiency. This has enabled the company to scale its operations to support 30% business growth with no additional operational costs.
Error Reduction: +70%
The implementation of the Robot Software It has drastically reduced errors in administrative processes, resulting in a 70% improvement in accuracy. Discrepancies between orders and invoices have decreased by 95%, while errors in data entry have been virtually eliminated. This led to a significant reduction in customer complaints (-82%) and an improvement in the perceived quality of service, with an increase in the customer satisfaction index from 76% to 92%.
Time Savings: +65%
Staff previously engaged in manual and repetitive tasks were able to devote 65% of their time to higher value-added activities. Response times to customer inquiries decreased from the initial 48 hours to less than 3 hours, exceeding the target set. In addition, the digitization and automation of approval processes have reduced decision-making time by 72%, significantly improving the company's responsiveness to market opportunities.
How RPA Transformed the Client's Business
The adoption of the RPA technology has triggered a real transformation of the company's operating model, with impacts that go far beyond quantifiable efficiency improvements. The administrative staff, freed from repetitive activities, has been able to take on more strategic roles, actively contributing to the analysis of sales data and the development of new commercial initiatives. This led to the identification of cross-selling opportunities that generated a 15% increase in average order value.
The increased accuracy and speed in the processes has allowed the company to offer more competitive delivery terms, going from an average of 15 days to 7 working days. This ability to respond more quickly to customer needs has been a significant competitive advantage, allowing the company to gain new market share in an industry that has traditionally had long response times.
From a financial point of view, the RPA automation generated a return on investment in just 8 months, resulting in net savings on operating costs of around โฌ120,000 in the first year. In addition, increased visibility into processes and data has improved financial planning capability, resulting in a 25% reduction in inventory and an 18% improvement in the cash conversion cycle.
Lessons Learned and Best Practices for RPA Implementation
The success of this project RPA Business Process Automation highlighted some key lessons that may be useful for other SMEs looking to embark on a similar path of Digital transformation . First of all, the importance of a thorough preliminary analysis of the processes emerged: not all processes are equally suitable for automation, and the selection of areas of intervention must be based on a careful assessment of the potential return on investment.
A second critical success factor was the active involvement of end-users from the early stages of the project. The personnel who carried out manual processes on a daily basis possessed valuable knowledge of exceptions and special cases that allowed them to program the robots in order to effectively handle even non-standard situations. This collaborative approach has also facilitated acceptance of the new technology, reducing resistance to change.
The choice of a gradual implementation, with a "start small, scale fast" approach, proved to be a winning one. Starting with pilot projects on well-defined processes allowed the benefits of the automation , creating momentum and support for the next steps. Finally, it was crucial not to consider RPA as an isolated IT project, but as part of a broader strategy of Digital transformation , aligned with business objectives and supported by appropriate change management.
