Delivering design thinking and automation
How we do it
Post the highly successful pilot implementation, the client officially tasked HGS with deploying the process. HGS began working on a number of processes in less than a year, fast-tracking multiple client processes. Today, HGS supports multiple automation phases: design, development, deployment, change management, control room monitoring and maintenance. We have innovated design thinking approaches and provided customized, tailor-made back-office automation solutions, improving the efficiency of their processes. With the success of our initial pilot, the client trusted HGS to deploy RPA across the all the other processes.
HGS and the client’s journey has continued with increasing trust and transparency. The client has set up a transformation COE after partnering with HGS, which is a major highlight in a client and solution provider partnership. The client and HGS teams are well aligned, from governance to strategy, including, continuous communication and frequent face-to-face meetings with the client. The client company’s executive members are part of the governance committee that is involved in addressing challenges in the partnership signaling deep commitment and involvement of the client.
HGS’s design thinking and automation approach and expertise have benefitted the client across numerous processes. We have automated multiple processes which has resulted in better turnaround time due to 24/7 operations, improved average handle time, and reduction in touch time—all to significantly improve efficiency.