Case Studies
We focus on helping clients to solve strategic issues and achieve business goals, rather than simply automating tasks and processes.
Clients tell us they value our focus on delivering tangible outcomes when designing solutions.
Read our case studies across a selection of industries
Enabling Automated Processes to Scale with the Business
Our client, a Fortune 50 consumer goods business, was experiencing strong growth in its business. This placed a strain on its automated processes and impeded its ability to add new processes and platforms to its infrastructure.
Whilst already receiving technical support associated with the individual software licenses powering the automation platform, our client engaged our Control Tower support service to be able to scale its whole infrastructure without degrading service or performance.
We have helped them scale from a handful of RPA processes in a single time zone to over 700 processes with global support. Our Control Tower service both plans and manages the growth of their infrastructure, including databases, application servers, and virtual machines.
Control Tower minimizes the demand on ourclient's in house IT team, as we take care of allplatform and process monitoring, code migrations, infrastructure management, process debugging, process re-runs, and automated reboots. We also bring expertise in identifying and deploying the right tools at the right time tomanage efficiency aspects such as capacity optimisation.
We estimate the Control Tower support service alone has saved us over $200 million in potential downtime and other costs.
Automation Lead, Global Consumer Goods Company
Improving Patient Access to Homecare
Patients can experience unnecessary waiting times to receive care in the comfort of their homes, often because the healthcare referral process involves lots of manual checks and form filling by nurses and clinical review clerks.
With intelligent automation, referrals can be completed in hours, not days. Our smart solution automatically analyses the medical need, pre-approves the required authorisation for review, and even generates the approval documentation.
The result? Vastly reduced waiting times for patients, meaning they can quickly benefit from care at home.
In addition, healthcare providers see a substantial improvement inprocessing costs, improved accuracy and less paperwork for staff, so they can spend more time with patients rather than filling in forms.
Home referral processing times have reduced by about 98%, saving $ millions in costs and helping patients get back to the community more quickly.
Automation Expert, Healthcare
Improving Control Monitoring in Global Wealth Management
Our client, a global wealth manager, sought to streamline its customer product-switching processes, whilst embracing compliance with CASS regulations. Its objective was to improve the customer experience and instil confidence internally and externally around the controls it put in place.
We reviewed their existing processes and, with the aim of optimising the customer journey in a compliant way, developed an automated solution that removed all the manual data processing stages, whilst streamlining and retaining the approval processes.
The result was a customer product-switching process that was much more efficient, releasing a meaningful number of full-time staff to other areas of the business. The process was also almosterror free and delivered a better experience for customers, as their product transfer instructions could be executed in hours rather than days.
Virtual Operations delivers a very well-structured and creative approach. We are getting long-term, sustainable value from automation.
Head of Finance, Global Wealth Manager
Optimising the Customer Services Operation at a major US Financial Institution
Our client was looking to achieve substantial cost and headcount savings across its customer service operations. We were engaged as the automation partner to achieve this.
By mapping out the operational landscape of the business, we quickly identified that the processes selected by our client did not represent the bigger picture in terms of ROI potential. We worked with them to develop a more effective scope of automation, taking account of the processes both upstream and downstream of the customer services processes.
We then delivered an automation platform that took advantage of both RPA and AI technologies, resulting in a more effective operation and exceeding the ROI first envisaged by our client.
Thanks to Virtual Operations, we realised over 30% annual cost savings through automation and Gen AI to manage responses to our customer enquiries, with a dramatic improvement in customer satisfaction scores.
COO, US Financial Institution