The Evolution of Consumer Expectations
Amazon is arguably one of the most influential businesses on consumer behaviour. One of the most significant changes that Amazon has had on consumer expectations is related to the availability and shorter delivery time of products online. This, coupled with customer service that truly puts the customer first, has changed supply chain management significantly.
To satisfy such consumer expectations in the enterprise world, all enterprise resources need to be connected in real time, operate on a real time workflow and be managed by AI that can take smart decisions without human intervention.
Grene Robotics is working with India's second largest tele communication service provider to complete an order process autonomously from PO to WO.
The order management process starts from when a customer places an order, to keeping track of that order until it is fulfilled.
The End Goals
Zero touch customer ordering and support 80% of customers
AI automated resource & workforce planning for order fulfilment
RPA enabled order processing for instant results
Customer app with a conversational interface to easy order tracking
50% reduction in sales / account managers time
AI to respond to 80% of customer requests without human intervention
AI to predict the turn around time for any order with continues communication to all stakeholders
The Key Stakeholders & Resources
The Customer
Sales / Account Manager Team
Feasibility / Inspection Team
Solution / Product Team
Order Processing Team
Accounting Team
Customer Service Team
The Challenges
No end to end visibility for order management
No follow up
No Real Time Updates
No Prediction on completion time
No statistics on turn around time
No real time visibility to the customer
No instant gratification to customer