Equipping a heavy machinery manufacturer with increased productivity and happier customers

Intelligent Automation

A leading manufacturer of construction and mining equipment was experiencing challenges within its global supply chain management(SCM) operations, including process errors, time-consuming manual processes, lengthy error detection and resolution cycles. Using our strong expertise in Robotic Process Automation (RPA), we helped the client enhance its operational efficiency, reduce costs and improve customer experience.

Business Problem

The client wanted to make better use of high-skilled resources, which were currently tied up with low-end monitoring and routine tasks. At the same time, their existing on-premises business applications and proprietary systems were struggling to handle unstructured data and diverse input formats, resulting in significant time and resource consumption.

Although they had implemented several ad-hoc solutions, these attempts fell short of automating workflow-level functions effectively. Recognizing the limitations, the client looked to Robotic Process Automation (RPA) as the next step toward unlocking greater productivity. With RPA, they aimed to increase operational capacity without adding headcount, reduce downtime, improve key performance indicators (KPIs), and scale their operations more efficiently.

Approach

EY and Automation Anywhere automated several key processes for the client’s pilot:

Interface-Driven Record and Data Errors

Previously, due to mismatches between data in the client’s mainframe and its business application software, SCM team members often had to manually resolve errors related to goods receipts, goods storage, and unidentifiable records. As a result, these errors caused delays in the execution of critical business applications. Moreover, manual intervention was time-intensive and increased the risk of additional errors.

Now, bots deployed by EY and Automation Anywhere continuously search the records for each error type, resolve them using a rule-based decision point system, and complete the workflow by sending a resolution email to the appropriate human user.

Sales Orders

When interface-driven record and data errors impacted sales orders, the SCM team had to manually verify and correct the information in the system. This process was not only time-consuming but also prone to human error.

Today, bots have fully automated the end-to-end process. They search for sales orders in the system, validate details using multiple SQL queries in the mainframe, update the necessary records, and notify the user once the task is complete.

Transport Visibility System (TVS)

The client’s Transport Visibility System (TVS) frequently experienced application errors that were difficult to detect and took considerable time to resolve.

To address this, bots now scan all files within the TVS application, identify recent failures, extract the cause of each issue, and notify the support team via email for resolution.

Shipment Remedy Tickets

When a customer reported a product shipment issue, the client’s system would email an incident ticket to the internal support team. A team member then had to manually create a corresponding ticket in the company’s Remedy application—a process that left room for oversight.

Now, bots automatically generate Remedy-based tickets. This ensures no shipment issues are missed, accelerates issue resolution, and significantly improves customer satisfaction.

Benefits and Results

The client took into consideration multiple factors while selecting an automation platform. The key priority was to establish enterprise-grade quality, speed of deployment of the product, and the company’s flexibility in terms of tech support, training and licensing models. Automation Anywhere scored highly on all the above parameters.

After a successful 6-month proof-of-value, EY and Automation Anywhere worked together to extend the Automation Anywhere solution to other areas of the client’s global operations, beyond its SCM function.

29%

productivity increase during
the 6-month pilot

2-3x

greater efficiency, cost reduction, and customer experience benefits anticipated as RPA is adopted across additional functions

Zero

errors which previously
slowed process completion

Self-service sign up

In the past, companies looking to purchase the uMap™ tool had to talk to the BU sales team. Now, companies ready to use this powerful tool can purchase the uMap™ tool online. The software walks the purchasers through an easy onboarding process to get them from purchase to up-and-running in very little time!

Companies are able to view and select a plan
Seamless integration with a recurring billing system
Intuitive step-by-step onboarding process
Companies can apply their own branding to the uMap™
Company admins can easily invite and manage their team

Create a unique uMap™

Creating a uMap™ is simple, yet very informative and inspiring. Each employee is guided through a series of questions that tap into both their professional and personal self.

Thrive365™

The uMap™ software comes complete with features allowing managers to complete a review process using each employee’s unique uMap™.

Gain insight through reports

When employees fill out a uMap™ there is a lot of information that could be very beneficial to their company. What training do their employees need? Who are the influencers in the organization?