Robotic Process Automation (RPA)

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Cobmax Use Case: Removing growth obstacles with robotic process automation

By Paula Williams posted Wed August 11, 2021 08:00 AM


Enabling growth is critical for most businesses. Expansion, however, is often hampered by time-consuming manual tasks, mistakes, and employee costs. Cobmax Sales Center faced this challenge after winning a new contract to handle customer calls for one of Brazil’s largest telecommunications companies. It soon became clear that the company’s outdated and manual administrative systems threatened its progress. Since its founding in 2008, Cobmax had expanded rapidly. Employees could no longer keep up with the high volume of calls. Staff would cut and paste information from one CRM system into another and work long hours. In addition, the client reports that Cobmax produced were frequently delayed because of manual entry mistakes. Also, sometimes, clients received invoices with varying amounts, which led to confusion and long phone calls with Cobmax service staff.

Working with IBM, Cobmax discovered several repetitive or error-prone tasks that were good candidates for automation. The team also documented every process, which helped ensure they were clear and done correctly. With IBM Robotic Process Automation, the company now produces accurate customer reports in half the time or less. It also reduced back-office operations by 50%, allowing more staff to work in strategic, growth-supporting positions. To learn about all the other benefits that Cobmax realized, please read the full story here.


Business people with headsets working at computers in office