The client wanted to leverage AI and automation to streamline B2C Return Management Authorization (RMA) processes for refunds, one-way fulfilment, and Self-cycling Returns (SRR).
An RMA number is created manually in SAP and data is synched between Microsoft Dynamics (MSD) and SAP manually. There was a need to automate such manual tasks and establish collaboration between different teams.
Key Challenges
Lack of collaboration between teams for end-to-end processes involving MS Dynamics (MSD), SAP, and Logistics
Manual ticket creation in MS Dynamics
Fields (such as ship-to and address) required to create RMA orders in SAP missing in MS Dynamics
Lack of auto-synchronization of RMA orders between MSD and SAP for failure and success scenarios in SAP
Prone to manual errors while entering data into MSD
High turnaround time (TAT) to initiate refunds to customers due to manual data entry in SAP by RMA contact agents
Automated RMA Processes using UiPath
10,080 hours effort savings per year
42 hours/day saved
42 FTEs repurposed
Agents engaged in value-added activities
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