Solution - SmartRoby / B2B Advisory Consulting et Outsourcing
Implementation of a digital strategy to gain in competitiveness
To remain competitive in an ever tense and off-shore context, this French specialist in telephone answering services wishes to bring an additional technological touch to offer a higher quality, more punctual and more efficient service to its customers.
The client's challenges and objectives
The result of a merger between two contact centers, Contaxium is today a specialist in outsourced reception, operational 24/7 for: intervention management, telephone reception, pharmacovigilance, diary management, help desk.
In a world where outsourcing of customer contact centers has become the keystone of customer relations, mastering technology has become a key competitive advantage. Contaxium, which offers quality service and know-how made in France, has launched a program to digitalize its activity in order to create value and better meet the expectations of its customers and employees.
The objectives of the call center were multiple:
- Improve the work experience of employees
- Ensure the security and consistency of its information system
- Optimize the quality and processing time of operations through the use of technology
- Improve analysis and reporting capabilities
- Eliminate non-value-added tasks that involve re-keying between different systems by automating and making the process more reliable (Smart Automation). In addition to being particularly time-consuming, this task is also a source of input errors.
Our achievements
In this context, Novelis supported Contaxium in its digitalization and business process automation approach, with the definition of an ambitious roadmap. After a first phase of analysis and establishment of a prioritized roadmap, a first automation project was launched with Blue Prism. 3 priority missions were started in parallel: automation of a first business process (CRM entry) with Blue Prism via the SmartRoby platform, optimization of forecasting/planning operations and audit of the Information System.
As part of our first mission to automate processes via RPA, we have broken down our roadmap into 4 automation phases with the support of our SmartRoby and Blue Prism solution:
Phase 1 : Study and documentation
- The process is fully described
- The specification document is validated with the customer
Phase 2 : Development and parameterization
- The parameterizations are carried out
- A test version of the robot is delivered
Phase 3: Acceptance phase
- Allows to realize the last adjustments and to validate that the automated process is ready to go into production.
Phase 4:
- The process is put into production
- A last monitoring phase is launched during 15 days
As part of our second priority mission, we were able to provide Contaxium with a 20-page status report and a 20-page prioritized roadmap with a precise mapping of the information system allowing us to define forecasting and planning needs.
It is the increase and complexity of the frequency and scale of services offered to its customers that led Contaxium to solicit us for our third mission: to audit the security and consistency of its information system. This resulted in :
- An audit of the IS consistency
- An audit of the business and IT processes
- A code review
- A review of security procedures
- Intrusion tests
Novelis' added value
Your Automation Governance Platform: SmartRoby
SmartRoby is a solution developed by Novelis to support all RPA stakeholders in their automation journey and streamline the RPA operation by facilitating impact assessment and process management.
SmartRoby optimizes the way process are executed, managed, and scheduled. Powered by Artificial Intelligence and user-friendly interfaces, SmartRoby abstracts the technical aspects of RPA administration and pushes the control curser towards businesspeople while keeping the IT involved in the technical governance.
Eric Esnault
CEO - Contaxium
Contaxium wants to use technology not just as a means, but as a differentiating element that accelerates business. The choice of a player capable of supporting us in this area was therefore strategic, and working with Novelis was an obvious choice. Novelis is a global technology player with a high level of expertise, capable of proposing solutions tailored to our needs, which has helped us with a wide range of specific issues (cybersecurity, process automation, etc.). The teams are responsive and competent, which confirms my decision choosen for Contaxium. Above all, Novelis is a company that shares the same spirit, human values and taste for a job well done.
