{"id":4868,"date":"2023-01-23T17:12:56","date_gmt":"2023-01-23T17:12:56","guid":{"rendered":"https:\/\/www.replicant.com\/?p=4868"},"modified":"2023-05-09T21:10:17","modified_gmt":"2023-05-09T21:10:17","slug":"why-onprocess-went-all-in-on-automation","status":"publish","type":"post","link":"https:\/\/www.replicant.com\/blog\/roadmap-automate-appointment-scheduling-with-the-thinking-machine-2\/","title":{"rendered":"Why OnProcess Went All-In On Automation"},"content":{"rendered":"

Why OnProcess Went All-In On Automation<\/b><\/p>\n

Contact Center Automation’s ability <\/span>to transform customer service operations<\/span><\/a>, improve the agent experience, and boost bottom lines is making a huge impact at companies across industries.\u00a0\u00a0<\/span><\/p>\n

But how organizations approach an automation deployment varies greatly. Some take a gradual approach, starting by automating a single process like Routing or Customer Authentication.\u00a0<\/span><\/p>\n

Others leverage automation to start offering after hours support or as an overflow option when demand spikes. Others implement around a more robust use case, like automating 100% of Appointments or Dispatch Requests.\u00a0<\/span><\/p>\n

In each scenario, the goal is the same: test the impact of Contact Center Automation and, eventually, realize enough value that the business case of going all-in becomes clear.\u00a0<\/span><\/p>\n

This was the case for OnProcess, a supply chain business focused on equipment recovery.<\/span><\/p>\n

At Resolve 2022 Mark Oldani, COO of OnProcess, shared why his team decided to dive head first into Contact Center Automation after understanding its benefits. Their partnership with Replicant has transformed their ability to interact with customers while adding significant value for their agents.\u00a0<\/span><\/p>\n

OnProcess manages the circular supply chain for companies that require moving hardware and equipment around, processing some 20 million service orders and returns a year in over 110 countries.\u00a0<\/span><\/p>\n

The recovery of inventory is the largest part of OnProcess\u2019 business, according to Oldani, but it\u2019s also a very straightforward job dependent on the repetition of fairly simple tasks.<\/span><\/p>\n

\u201cWhen you look at the agents that we had on some of our most routine programs, those are the ones that had the highest attrition rates,\u201d said Oldani. He said the attrition rate for agents in these entry-level roles was in the 9-11% range on a monthly basis because the job \u201cwas not complex, it was super routine and redundant.\u201d\u00a0<\/span><\/p>\n

Oldani explained that when OnProcess started moving their agents out of jobs with \u201croutine and mundane work\u201d and into roles with more complex responsibilities, the company saw \u201ca huge difference in their satisfaction level and their retention level.\u201d In fact, the attrition rate for employees with enhanced responsibilities dropped to 1-3% per month.<\/span><\/p>\n

Attrition dipped for entry-level agents, too, down to 4-6% per month, \u201cBecause we don’t need to hire as many people at that first level,\u201d Oldani said. \u201cAnd even the ones on the first level jobs can see what we’re doing. And they can see how [automation] is benefiting them in their jobs.\u201d\u00a0<\/span><\/p>\n

But Contact Center Automation didn\u2019t just <\/span>help create a greater purpose for OnProcess agents<\/span><\/a>. It also improved the company\u2019s capacity to resolve many common customer requests by providing automated support across a variety of channels. \u201cWe want to be available any way and every way,\u201d said Oldani.<\/span><\/p>\n

For the more complicated customer support requests that still require the expertise of a live agent, \u201cwe want them to engage with that customer with the data in hand,\u201d said Oldani. Indeed, Contact Center Automation <\/span>provides agents with knowledge and information about customers<\/span><\/a> that helps inform the response and potential resolution before the interaction even begins.\u00a0<\/span><\/p>\n

Oldani called the implementation and success of their Replicant partnership an \u201cabsolute home run\u201d for OnProcess \u2013 and he has the metrics to back it up:<\/span><\/p>\n