Introduction
Our client, a multinational Clinical Research Organization (CRO) with a presence in 80 countries and an employee strength of 15000 worldwide, faced challenges in efficiently managing access requests for various research studies. The manual process of granting access led to inefficiencies and delays in user provisioning. With approximately 80 to 100 requests daily, there was a pressing automation need to streamline this critical process.
Analyzing the Problem
The Customer Support department struggled with manual steps to grant access to research studies, resulting in delays and inefficiencies. The high volume of daily requests necessitated a more efficient and automated solution to improve productivity and ensure timely access provisioning.
Initial Challenges
- Manual Ticket Processing
- Inefficiencies in Access Provisioning
- High Volume of Daily Requests
Our Solution
Wissen implemented a Robotic Process Automation (RPA) solution to automate the access provisioning process:
- Deployed a robot to handle tickets related to study access requests, capturing data and validating it against business rules.
- The RPA robot executed the necessary steps to grant user access, mimicking the actions performed by customer support representatives.
- Integrated automated exception handling to address standard procedure deviations.
Key Results Achieved
- Streamlined Access Provisioning Process
- Improved Efficiency and Productivity
- Reduced Processing Time for Access Requests
- Enhanced Accuracy and Compliance
Conclusion
Leveraging Robotic Process Automation (RPA) technology, our client successfully automated the access provisioning process, reducing manual efforts and improving efficiency. RPA adoption streamlined operations and boosted productivity and accuracy in managing access requests for research studies. Moving forward, it is crucial to optimize the RPA process chain and strengthen exception handling to maximize the benefits of automation in access management.
