Acceleration of call center processes to improve the quality of service provided and customer satisfaction
A major French automobile manufacturer called on Novelis to improve the quality of its customer services by automating part of its processes. As part of a prioritized roadmap, Novelis built an intelligent automation program to increase customer service agents’ efficiency at handling inquiries and quickly deliver relevant solutions to customers.
Objectives: increase the productivity of the call center, decrease the response time to customer requests and dealers, improve the customer experience and maintain their loyalty, increase the satisfaction of employees who focus on tasks with higher added value.
Automation of the admissibility process to overcome repetitive tasks and improve Time to Market
After an initial study confirming the potential for automation, Novelis accompanies a French leader in debt management and acquisition in the automation of the Banque de France admissibility process. The stated ambition was to overcome repetitive manual entry tasks, sources of error and time consuming for the group’s employees.
Objectives: allow the over-indebtedness division to focus on customer relationship management, eliminate entry errors, increase employee productivity and therefore Time to Market within the organization.
Automating the purchase order handling process to standardize the processes on a global scale.
The European leader in the cable industry called on the expertise of Novelis to automate the processing of purchase orders in the various entities of the group (30 countries) and thus streamline the order management process.
Objectives: process customer orders faster, centralize data in SAP ERP and standardize all processes taking into account the specificities of each country.
Automating exchanges with the insurer to improve response rates and avoid late penalties
With 7 automated processes in just 4 months, Novelis has enabled a major player in the repair of domestic damage (a privileged partner of P&C insurers) to significantly optimize the processing of customer assignments. Novelis has therefore designed a robot to manage and automatically transmit data between the insurers and their partners.
Objectives: automatic and real-time notification of incident reports for rapid request management, elimination of entry errors, better allocation of intervention teams thanks to a global view of the backlog of missions to be carried out, optimization of “Time to Market” value (increase business opportunities and reduction of penalties), employees focus on tasks with higher added value and benefit from a training plan.
Automating a global purchase order management process to improve the Supply Chain
Novelis has built an automation platform for handling Purchase Orders (connected to JD Edwards ERP) for a multinational trading group. The latter had to manage a large volume of daily data with multiple sources and international order formats.
Objectives: automatically integrate data into the ERP to reduce order processing time, facilitate invoicing and allow employees to focus on tasks with higher added value.
Automating work stoppages entries to relieve operational teams and accelerate support
Novelis has supported a French leader in the management of nursing homes in automating work stoppages entries (on average 57,000 entries per year) carried out by the managers of nursing homes in parallel with their operational activity. The management had to manage a double entry on their internal tools as well as on the portal of their provident partner.
Objective: eliminate double entry (and errors) and free up time for nursing home managers, reduce the time taken for the transmission of information and management of stoppages by the partner, integration of automatic calculations of salaries concerned by the declaration of stoppages to facilitate payroll management.