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For competitive reasons, the client has decided to participate anonymously in this story. Should you decide to go through the sales cycle with LEAPWORK, we are able to provide a reference call.

 

Background

A million business-to-business users rely on this vendor’s software solutions and services for functions within HR, payroll, accounting, and more.

With a team of two developers, Process Automation Manager Henry Berg was tasked with finding a way to do things smarter in various areas of the business.

The software company was specifically looking to automate three back-office processes: The unlocking of new online customer accounts, the verification of employees’ travel expense reports, and the sending of reports to authorities in relation to the vendor’s salary services.

 

Challenge

Previously, when online customers created a new account for one of the company's services, they would sometimes experience not having access to their account right away. In some cases, this unintentional exclusion could last up to hours as the issue required manual unlocking done by a person at the vendor’s service desk.

It was standard procedure that staff would spend a few minutes every morning to unlock recently created accounts.

The software provider has a steady stream of new customers coming in, so it’s critical to the business that there are no bottlenecks in the customer on-boarding. It is an important process that, when handled manually by just one person, makes the whole system very vulnerable.

“If the person responsible was out sick for example, there was no back-up for handling this task,” Henry Berg said.

 

Solution

Berg and his team used the LEAPWORK Automation Platform for building a flow that instantly takes care of the unlocking of accounts created when required.

“We have now completely eliminated the issue of clients experiencing being locked out from their account,” Berg said.

“Now, we have improved the on-boarding process and definitely increased customer satisfaction.”

There were at least two reasons why the LEAPWORK Automation Platform was the right tool for the automation team: user-friendliness and virtual desktop automation capabilities, specifically the ability to flawlessly automate Citrix applications.

We have now completely eliminated the issue of clients experiencing being locked out.

Another process that Henry and his team has automated using LEAPWORK is the handling of employees’ travel expense reimbursement. This was a very tedious and time-consuming task. Dates and money amounts in the expense reports must be verified to match the dates and amounts in corresponding receipts. One person in the payroll department was responsible for this task.

By scanning employees’ expense receipts, the automation flow built in LEAPWORK takes care of the verification and reports any discrepancies. The automation case has freed up half a year in work hours, and the payroll specialist can now spend her time more productively and focus on other pressing tasks.

The intuitiveness of LEAPWORK made it possible for Henry and the team to build their first automation case, the verification of travel expense reports, within their first four weeks of trying out LEAPWORK.

 

Results

  • First automation case built in <1 month
  • Time freed up for payroll staff: ½ full-time-equivalent
  • Increased customer uptake and satisfaction

At this point, Henry is looking into other processes in the organization that can be automated, specifically any tasks that involve manual verification. When asked about the potential for further automation in the company, Henry laughed and said: “It’s enormous!”

About the customer

  • Software solutions and services
  • Employees: 6,600
  • B2B users: approx. 1 million

Requirement

Automation of back-office processes, service desk tasks, and customer on-boarding.

Key achievements

  • First automation flow built in <1 month
  • Time freed up for payroll staff: ½ full-time-equivalent
  • Increased customer uptake and satisfaction

“We have improved the on-boarding process and definitely increased customer satisfaction.

LEAPWORK was the only tool we tried that solved the Citrix automation without errors."

Henry Berg,
Process Automation Manager

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