On March 23, 2017, Contextor organized a breakfast devoted to feedbacks on Robotic Process Automation.
After a quick introduction by Patrick Lemare, President of Contextor, two experts from McKinsey&Company, Rodrigo Chaparro-Gazzo, Associate Director at the Paris office, and David Taylor, Associate Partner at the London office, presented the vision of their consulting firm.
A panel discussion was held with representatives of five large companies using the Contextor solution: Sarah Lorteau from EDF, Fabien Ausset from Bouygues Telecom, Eric Fenouillet from BNP Paribas, Remi Lautraite from Klesia. Darren Hart from American Express who had not been able to come from Brussels had given his presentation to Luc Cavelier from Contextor. Speakers and panelists shared their feedback and answered questions from the audience.
Sarah Lorteau – EDF
“We wanted to be equipped with an RPA tool in 2010 because of the complexity of the IS linked to the opening of the markets, which forced us tomove from 2 applications to about 20. The solution was therefore to map out the core processes on which we were loosing a lot of time, with the aim of saving time and comfort for our advisors. Contextor has allowed us to bring agility to the IT. The operations are thinking of automating the back office, with unattended RPA, and the helping professionalization or our staff.”
Fabien Ausset – Bouygues Telecom
“We have been using Contextor since 2003. The first project has been set up with Siebel CRM: it saved us speed and time by avoiding to copy and paste the address of the customers at each call by a recognition of the customer ID. During a process, with a simple click of a button, the process is started, Contextor makes the switch completely transparently and enters into the CRM a standardized feedback. “
Rémi Lautraite – Klesia
“We receive about 1 million calls a year with a help for each call that allows our advisors to access the information quickly and easily. Contextor is a cross-application navigation tool with transfer of customer context: it is used from the CRM tool. During a telephone call, one can reuse the client’s identifier and then call any application with this client identifier to retrieve the payment, refund or subscription information …
On the front-officebusiness our average call handling time has decreased to 4 minutes, saving 30 seconds per call thanks to the system that fetches the information to answer the customer need. It is a value creation in terms of efficiency by eliminating simple but time-consuming tasks: our advisors can now focus on the value-added answer, advice and support rather than re-entering data.”
We thank all of the participants, especially McKinsey & Company experts and our customers who have shared their experience.
You can already note that we will held another breakfast dedicated to Robotic Process Automation on Thursday, June 8: feel free to let us know the subjects you would like to see discussed.
PS : If you want to explore the benefits that RPA can bring to your business, feel free to contact us for more information, or even to launch a PoC!