Prodapt’s Solution
Prodapt developed a sophisticated solution bringing several applications in scope, such as: Citrix XenApp, Oracle MetaSolv Solution – Version 6.2.1.528 (a.k.a. M6), NeuStar Directory Data Finder, NeuStar Record Finder, SDMatrix Link for government and high-profile customer search, SDMatrix link for YPH code, SDMatrix link for DLQuery, and USPS website. Key features include:
- Process Standardization
- Change Process: Disconnect the old telephone number (TN) and create LSR for new TN.
- New Process: The process has been changed to check if the listing already exists in record finder with the same
- information: if so, no need to work for it. Otherwise, process it.
- Queue Management: Process DL OUT orders in queue first and if there is no DL OUT orders existing in personal queue, then process DIR LIST orders in queue; handles Supp2 & Supp4 in all tasks.
The Business Impact
- 95% of scenarios automated as against 83% planned
- 5 bots implemented delivering 220-250 tasks per day in 9 hours
- 56% reduction in AHT
- Expected average ROI over 3 years crosses 46%
- Unstructured input types escalated to the client for optimization
