The client wanted to leverage AI and automation to streamline B2C Return Management Authorization (RMA) processes for refunds, one-way fulfilment, and Self-cycling Returns (SRR).
An RMA number is created manually in SAP and data is synched between Microsoft Dynamics (MSD) and SAP manually. There was a need to automate such manual tasks and establish collaboration between different teams.
Key Challenges
- Lack of collaboration between teams for end-to-end processes involving MS Dynamics (MSD), SAP, and Logistics
- Manual ticket creation in MS Dynamics
- Fields (such as ship-to and address) required to create RMA orders in SAP missing in MS Dynamics
- Lack of auto-synchronization of RMA orders between MSD and SAP for failure and success scenarios in SAP
- Prone to manual errors while entering data into MSD
- High turnaround time (TAT) to initiate refunds to customers due to manual data entry in SAP by RMA contact agents
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The Solution
Infosys Leverages UiPath Automation Tool to Achieve End-to-end RMA Process Automation For Leading Computer Chip Manufacturer
- Developed an unattended bot to process data flow between MSD and SAP
- Automated the ticket creation process to remove dependency on manual ticket creation by agents
- Synchronized data between different applications
- Followed best practices to use the UiPath Robotic Enterprise Framework
- Built an integrator to synchronize data between MSD and SAP
- Processed data based on incident number from MSD
- Initiated API calls to MSD and SAP to improve processing TAT
Automated RMA Processes using UiPath
- 10,080 hours effort savings per year
- 42 hours/day saved
- 42 FTEs repurposed
- Agents engaged in value-added activities
Benefits
10,080 hours effort savings per year by automating manual tasks
42 hours/day saved
42 full time employees (FTEs) repurposed
