Improved Customer Experience &
Executive Insights using RPA & Analytics

Digital Innovation
(Case Study)

the client

The client is a dealer of world’s luxury auto brands in India. A 10-yearold giant in auto dealership and maintenance with 40,000 employees and a part of large conglomerate group. Client offers services like dealership management, online payments, car servicing, and car insurance.

the situation

With increased dealerships and increased customer base, data is multiplied exponentially but with no intelligence. The sales function and supply chain functions are going through significant productivity issues, with no integration of IT function.

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Lack of insights on
customer experience & sales

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Business functions working in
silos

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Need to automate processes
with zero manual intervention

our approach

Our approach caters to the organization’s long-term vision on how we can make the organization more efficient and productive. Here is the glimpse of our approach:

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Discover

Ran a 2 weeks audit exercise across sales and supply chain functions. Engaged business and technology analysts, to identify as-is processes, various systems in place, their technology stack, level of manual intervention in the process, and stakeholders involved.

Innovate

Identified processes which need to be automated, how it would improve productivity and enable insights.

Execute

Proposed integration of various data sources, automate data extraction through RPA into one source, and then analyze through a BI tool to produce insights with weekly feed.

our solution

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Automate

Automated the data extraction process from multiple data systems of different car brands through UI Path (RPA). UI Path fetched data on daily basis and extracted into a consistent format.
Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Integrate

Developed a custom application in React and Node JS to record KPIs like customer turn around time, spare part purchases and integrate the new KPIs with existing data from brands’ systems.
Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Analyze

Implemented Power BI solution to analyze performance of sales, stock, service experience, delivery experience, turn around time, revenue vs targets achieved etc. A weekly feed was set to mobiles & desktops.
Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

A look at

Our Work

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting
Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting
Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

the impact

We were able to achieve these outcomes after following our approach .

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Automated the data extraction process through UI Path
(RPA)

1

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Saved 30% time on manual data extraction
and analysis

2

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

Digitized the entire customer insight journey
with zero manual intervention

3

Improved Customer Experience & Executive Insights using RPA & Analytics, Worxwide Consulting

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