Efficiency and noiseless transition enabled by automation Centre of Excellence (CoE)
A strong player in the networking equipment sector, the Fortune 100 Company catered to their worldwide clientele with more than 2,000 shared service agents spread across five countries. Most of the agents’ time went in the order management involving repetitive tasks and high touch processes. The client was dealing with over 2 million tickets being resolved annually.
Infosys established an ‘Automation Centre of Excellence (CoE)’ for the client and an ‘Automation Factory’, governed by the CoE. We carried out detailed process analysis for automation suitability and adopted a hybrid delivery model. All of this helped improve process efficiency by 30%-80%.