Robotic Process Automation Increasing Efficiency of BPO

The Client

A multinational company leading in European finished vehicle logistics and a top 10 global partner in multimodal supply chain solutions, the customer has 300 destinations across five continents.

The Problem

At their Australian office, the company sought to gain throughput from their staff. It was observed that staff were spending a large proportion of their time on clerical data entry and low value items. This was primarily around customs compilations that was running into hundreds of lines an invoice, and the company required a more efficient method of data entry without an increase in staff overheads.

The company also had trouble auto-rating and auto-costing, as maintaining rate contracts of carriers — truckers, airlines and shipping lines — was not done on the system due to the manual entry and time taken to do so.

The Solution

With Citrus Global’s Business Process Offshoring service, Citrus Global was able to provide a back office process to maintain and update monthly tariffs, enabling the sales and operations teams the visibility to quote and auto rate.

Citrus Global also took over the compilation of customs declaration forms and updated line items for the customs teams in the company. As the staff no longer needed to enter data, they were able to focus on more business critical tasks such as checking and submitting the forms, which also provided more accuracy to the process. Due to the time criticality of customs compilation required, Citrus Global provides 24/7, 365-day offshoring support including Sundays so that customs documents could be processed with speed.

The next stage was to transition the rates and tariffs data entry from a manual back office processing facility to an automated solution, further increasing the speed and efficiency of the service. To accomplish this, Citrus Global introduced Robotic Process Automation on key carrier contracts, reducing the time taken to update the contracts and providing further accuracy on rates and tariffs.

By fusing Robotic Process Automation with a traditional Business Process Offshoring service, Citrus Global was able to provide the customer with a significantly more efficient solution than their in-house capabilities while reducing cost, enabling the Australian office to focus on business criticality.

Client Benefits

Customs

RPA