A large global business process service provider wanted to leverage automation to provide higher quality and more efficient services for its customers, but the leadership was having difficulty developing a plan and getting it started. While they knew automation would result in significant benefits –including improvements in quality, efficiency, security, auditability, cycle time, and accuracy–the organization was in conflict over the automation solutions’ impact on their top-line revenue, and needed help developing a model to select the right accounts and processes, as well as a plan to scale automation initiatives beyond the first phase. - Our research indicated that automation could generate a 30-60% reduction in resources.

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