Case Study
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
Ready to experience?
Talk To ExpertsThe 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
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