Q3 developed a RPA procedure to automate shared service office process for one of the world’s leading technology providers

Client Background

The client delivers on-site technical support services to the world’s leading technology providers, outsourcers, businesses and consumers. They cover every major market in over 180 countries with direct dispatch to over 8,000 technicians. They provide support for multi-vendor desktops/laptops, PDA’s, imaging devices, servers, storage, networking, and VOIP.

Industry Landscape

Using Robotic Process Automation solution to automate the SSO landscape to eliminate the need of FTE humans. The most effective solution occurs where documentation follows standard policies and procedures.

Opportunity

The client wanted to streamline the old method of receiving project related information. In the AS-IS process, the request was sent through Email and the request initiation and completion relied on the availability and the judgement of the SME.

The SSO receives requests to update the SAP application for any change in the project against the project code and multiple WBS codes. It also involves the change of responsibility of a project to another person to another person.

The client wanted to work better by automating the multiple repetitive activities and giving high quality data. The utmost urge was to simplify and optimize the tasks that were taken up by the employees. The enhanced Employee Productivity was the target so that deliverables were sent in quicker and much more seamless manner.

Solution

Q3 addressed the automation requirements of the client in the right manner and proposed RPA to automate Share Services Office (SSO) process. The objective of the application was to automate the task of project responsibility changes thereby reducing the turn-around time, increase accuracy and reduce cost.

The process involved a robot running in the background on the C# /.net platform to scan and capture the received requests in Outlook Mailbox. The robot then initiated the Project Closure / Project responsibility changes on SAP Portal. The complete process was broken down on list of steps as represent in the below table

The solution was broken down of sub processes and sub steps as depicted in the solution architecture below in following main steps:-

  • 1. Monitor Email
  • 2. Process Email
  • 3. SSO Automation
  • 4. Send Email
  • 5.Archive Email

Representation of the breakdown of various steps / Actions on single screen

Object Action Inputs Outputs Start Screen End Screen
SAP Logon 730 Select/Click SAP Logon 730
Connection Double Click SAP Logon 730 SAP Logon 730
PE7 Double Click SAPID SAP Logon 730 SAP Easy Access

The Email Automation was done using the MAPI libraries in C#/.Net. The application run in the background to scan the designated mails received in a standard format. The SSO Automation was done using RPA tool.

The solution architecture:

Business Impact

Capacity equivalent to 5 FTE provided leading to 25% productivity increase across the operation and 27% increase in tasks “right first time”
Over 3,000 requests handled each week across multiple sites and robot capacity delivered at 30% cost of changing and closing Project
Improved customer experience, operational excellence via effectiveness, performance, agility and more across the Organization