Finland-Based Global Engineering and Service Company Processes 40,000+ Contracts in 100 hours to Deliver a Smooth After-Sales Experience
Customer Company Size
Large Corporate
Region
- Europe
Country
- Finland
Product
- Astera ReportMiner
Tech Stack
- OCR
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
Technology Category
- Analytics & Modeling - Data Mining
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Cloud Planning, Design & Implementation Services
About The Customer
The customer is a Finland-based global leader in engineering and services. They manufacture escalators, elevators, automatic doors, and moving walkways. The company operates in more than 60 countries and has a worldwide network of distributors that serves over 450,000 building owners and facilities management customers. Aside from product installations, the company also provides after-sales services based on the contract agreement, ensuring better customer retention and loyalty. The company emphasizes its ability to deliver exceptional after-sales experience to customers. This customer-first mindset has allowed the company to build a stellar reputation while maintaining its position as an industry leader in the urban engineering sector.
The Challenge
The Finland-based engineering and service company, a global leader in the manufacturing of escalators, elevators, automatic doors, and moving walkways, faced a significant challenge in processing claims for maintenance and servicing on broken or faulty parts. The company's after-sales team had to manually sift through entire agreements to find out whether a customer is eligible for its under-warranty services. The biggest challenge was extracting coverage and exclusion information from 40,000+ contracts manually. Each contract contained heavy legal verbiage that spanned up to 250 pages. It took anywhere between several hours to days for the paralegals to review each contract and draw out a synopsis for claim eligibility. Due to the sheer volume of contracts and lack of resources, reviewing every document with precision and verifying customers' claims would've taken the team thousands of man-days.
The Solution
The company opted for Astera ReportMiner to automate its data extraction processes. Astera's professional services team worked with the company to track specific keywords and phrases related to various parts of its products found under coverage and exclusion sections in contracts. Using Astera ReportMiner, the engineers created three report models to extract from all PDF formats. They designed a workflow that used custom logic to run through batches of contracts for finding and extracting the predefined set of keywords and phrases. Using features like Pattern Match, finding those keywords in each document took only a few seconds. The final step involved loading the extracted data into an Excel file that presented the keyword data in a tabular format.
Operational Impact
Quantitative Benefit
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