Robotic Process Automation (RPA)

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GAM Case Study: Bots instrumental in developing solutions and cutting costs

By Paula Williams posted Thu August 05, 2021 02:12 PM

  

Improving customer service is a challenge for any supply chain management company. GAM Distributors of Medicines and Perfumery is no different. Founded in 1968, Brazilian-based GAM supplies over 13,000 products to more than 17,00 customers in the pharmaceutical, hospital, and supermarket sectors.

GAM had an immense challenge. It wanted employees to spend more time assisting customers and less time on repetitive tasks like cutting and pasting information from one Customer Relationship Management (CRM) solution to another, preparing customer price quotations, and gathering government-mandated tax certificates. To keep growing and remain competitive, GAM turned to Robotic Process Automation (RPA) technology.

With IBM RPA, the company built bots to automate 22 processes of tedious tasks within a year. This automation improved the customer service of prospective clients, freed up to five hours of daily staff time, and enabled employees to program bots without always depending on IT personnel. It also propelled employees to focus on more interesting, higher-value tasks. Another key breakthrough was that the staff at the distributor moved from being cautious about the bots to embracing them. Finally, most significantly, GAM realized big annual savings thanks to IBM RPA. Can you guess how much? Read the case study here to learn more.


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