Case Study
Oman Based Container Company Goes Digital in Just 2 Weeks While Automating its Critical Processes to Improve Customer Services
Business Scenario
The customer used to run a manual cash counter operations. PRO & Shipping lines were asked to submit their requests through physical application with relevant documents at cash counters. Due to movement restrictions and other guidelines imposed by Government, it was becoming highly impractical for their customers to physically submit requests.
Another critical area was to securely store and retrieve documents in digital formats submitted as part of the request. The solution should also be able to provide detailed reports and analytics with complete visibility on the services offered.
Our Proposition
Evaluating the existing business condition, Intertec proposed to roll out automated services in two phases. Our Business Analysts analyzed the list of services and identified the most critical processes for automation to start with.
The solution included an Extranet Portal, Intranet Portal, Process Automation, DMS while ensuring the fastest go to market.
Challenges
- Single channel of operation – Walk-in
- Quick implementation to address COVID-19 situation
- Absence of SLAs
- Lack of real time operations visibility to management
Solution
After a careful evaluation of number of automation platforms, Intertec proposed to use AuraPortal. The different modules bundled in the solution like workflow designer, forms designer, document management, deep BI, etc. make it suitable for quick automation of processes. Further, it’s zero code ability makes it a right fit for faster implementation and added flexibility.
All phases of the project were planned to be executed remotely. The first phase of implementation included the following processes was completed and gone live in a span of 2 weeks:
- Process Consulting
- Tool Implementation
During the Process Consulting stage, our business analyst has performed as-is study of the processes through detailed requirement gathering sessions with different stakeholders. Intertec has advised the ideal process changes required to be made. These changes were discussed with key stakeholders and the final processes were documented and approved by customer.
Our BPM consultants worked jointly with our Business Analysts and customer to ensure that the tool implementation is done as per the documented process. The implementation of the platform was achieved without the need for coding.
Document Management System was also configured to securely store the documents (submitted & generated) in the system. Dashboards and reports were configured to provide different statistics regarding the processes.
Phase 2:
After successful completion of phase 1 that included automation of cash counters, phase 2 will include PRO Self registration & Shipping Line Service Request Processes. The go-live for these processes is planned within 1 month.
Return on Investment
- Post go-live, 80% transactions were done online thus reducing turnaround time
- No footprints to cash counters
- “One Click” Audit trail for all the transactions
- Centralized Document Repository for better security and control
- 130 PROs & 35 Shipping line agents on-boarded in 2 weeks post implementation