欧洲某大型家居零售企业，在全球经营数百家门店，年客流量近10亿人次，是全球最大的家居零售商之一。
近年来，随着公司的高速扩张，零售版图不断扩大，线上线下融合加快，全球化采购的体量也随之增大。
为了更好地管理全球业务的订单和交货流程，提高服务质量，该公司在前台和后台的业务中部署了60余个RPA机器人，以实现流程的自动化，加速向智能零售转型。
应用业务
订单交付、配送日程调整、协调全球供应商、客户服务等。
实施RPA前
1．流程多而复杂，员工业务繁忙，工作强度大，效率低下。
2．面对堆积如山的手动工作，员工难免因疲劳而出错，有返工或被投诉的风险。
3．产生业务积压时，耽搁时间久，客户等待时间长，满意度低。
实施RPA后
1．RPA机器人可跨系统跨平台自动处理订单，生成标签并安排交付，提高效率，缩短处理时间。
2．RPA可消除数据输入中的人为失误，保证准确度。一旦发现交付错误，机器人会立即通知呼叫中心坐席，通过向客户提供联系信息和新的交付选项，加快跟进客户。
3．RPA可根据客户要求调整配送日程，自动发送配送人员和时间等相关信息。
4．RPA机器人将员工从大量重复枯燥的手动工作中解放出来，减轻其工作量，让他们从事更有意义的工作，提高员工参与度和满意度。
5．人机协作，提高了业务的灵活性和可扩展性，极大改善了客户体验。
实施效果
该家居零售商通过部署RPA机器人，优化了业务流程，每年可自动处理订单20万件，节省工时超5,000小时，且100%消除了订单输入错误，大大提高了客户满意度。
此外，公司还创建了由20人组成的RPA卓越中心（COE），以确保RPA的顺利实施，并打算把流程自动化推广到更多业务中，使更多员工提高工作效率，提升公司整体收益和市场竞争力。
A Large European Home Retailer Simplify Global Delivery Processes by RPA
As one of the biggest home retailers in the world, a European home retailer corporation has operated hundreds of stores, and the annual passenger flow has been closing to 1 billion.
In recent years, with the rapid expansion of the business, the retail business channel continues to expand, online and offline is working more closely, and the volume of global procurement numbers also increasing.
In order to organize the order and express business well with the great service quality, the company has deployed more than 60 RPA robots in their own business from front to back, for developing company the process automation and accelerating the transformation to intelligent retail.
Service
Order delivery, adjustment of distribution schedule, global supplier coordination, customer service and so on
Before deploying
1. The staff is busy with so many complicate processes, which brings high intensity and low efficiency of work.
2. When facing mountains of workload, staff is prone to mistakes due to fatigue. There comes the risk of rework and complaints.
3. Delays caused by the backlog of business can increase customer waiting time, thereby reducing customer satisfaction.
After deploying
1. Orders processing, tags generation and delivery management can be automated by RPA robots. The efficiency will be improved and processing time will be shortened.
2. RPA will ensure the accuracy of data inputting. Once a delivery error has been found, the robot will inform call center agent immediately and send new contact methods and delivery options to customers.
3. RPA can meet customer’s requirements of adjusting distribution schedule and reporting information of deliveryman and delivery time.
4. RPA will release staff from a large amount of repeating and boring work. They can engage in more meaningful work, so that their participation and satisfaction will be increased.
5. Man-machine cooperation will increase flexibility and extensibility of work as well as user experience.
Operation effect
By deploying RPA robots, the home retailer has optimized business processes. Every year, it can process 200,000 orders automatically, save over 5,000 work hours and eliminate order entry errors. The customer satisfaction has been improved.
Furthermore, the company also created RPA COE (Center of Excellence) which consisted by 20 people to ensure the smooth operation of RPA. It is going to promote RPA to more business for helping staff increase work efficiency and enhancing the overall revenue and market competitiveness of the company.
END
UiBot
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人机搭配，效率翻倍
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