A leading global professional services firm was grappling with the challenge of high processing time for new hires, particularly during peak onboarding seasons. The firm was heavily reliant on traditional manual onboarding processes carried out by their HR, IT, and facilities teams to recruit their clients' contract resources. This reliance on manual processes made the onboarding experience clunky and inefficient. The onboarding process is crucial to a new hire's success and longevity within the organization, and this is even more critical for remote employees who have fewer opportunities to organically integrate into the company processes and culture.

The client, one of the world's largest automobile manufacturers, was struggling with the automation of their finance and accounting processes due to the complexity of handling a multi-country roll out. The client was dealing with huge monthly volumes of invoices, varying formats, and business rules specific to different supplier types. The process was heavily dependent on manual execution, making it time-consuming and prone to errors. With increasing volumes, the finance and accounting team was unable to meet the processing timelines. The client had attempted to implement Robotic Process Automation (RPA), but the results were not as expected. The rule-based nature of most RPA solutions made them unsuitable for handling frequent changes in invoice templates. The addition of new vendors, changes in invoice formats, and changes in supplier status made the initial RPA approach unsuccessful. The client was looking for an automation solution that could process at least 70% of the invoices, but the continuous introduction of new formats made this a challenging task.

The client, a leading American airline, was faced with an unprecedented challenge due to the COVID-19 pandemic. The global restrictions on travel led to a massive influx of requests for flight cancellations, rescheduling, and refunds. These requests were coming in from multiple contact channels, including online queues, calls, emails, and more. The sheer volume of these requests significantly impacted their systems, slowing them down and putting immense pressure on their customer service teams. The teams were unable to process the requests accurately due to the overload, leading to a backlog of thousands of hours of work. This situation was not only affecting the efficiency of the airline's operations but was also negatively impacting the customer experience.