Robotic Process Automation Helps Healthcare Distributors Save Money and Time
Customer Background
The client is a U.S.-based healthcare distributor specializing in a wide range of medical and therapeutic products. Their offerings include wheelchairs, mobility aids, orthopedic braces, compression products, and rehabilitation equipment. The portfolio also features innovative patient-lifting solutions designed to enhance safety and mobility after falls.
The organization serves multiple customer segments, including veterans, clinicians, and general consumers. It operates several distribution centers across the United States, supporting nationwide fulfillment and service delivery.
Industry
Challenges
Prior to partnering with Sigma Solve, the client faced challenges in managing order processing and inventory systems. Despite strong order volumes, the absence of streamlined workflows led to delays in fulfillment and disorganized inventory management. These inefficiencies limited the organization’s ability to focus on customer satisfaction while increasing operational costs.
- Manual Order Processing: The client relied heavily on manual order entry, consuming significant time, reducing productivity, and increasing the risk of errors.
- Inefficient Resource Allocation: Managing nearly 7,000 monthly orders required the full-time effort of five representatives, resulting in annual operational costs of approximately $250,000.
- Inefficient Platform: The existing eCommerce platform lacked scalability and the functional depth required to manage daily operations efficiently.
- Payment Delays: Managing 90-day payment grace periods with manual authorization introduced complexity and delays.
- Limited Search Functionality: Ineffective search capabilities made it difficult for customers to quickly find relevant products.
- Disorganized Operations: Unstructured workflows caused delivery delays, inventory mismanagement, and inefficient use of resources.
- Limited Data Extraction: Traditional tools made extracting and analyzing operational data slow and cumbersome.
The Solution
Recognizing the operational barriers impacting efficiency and service quality, Sigma Solve implemented a comprehensive digital transformation strategy. This included building an eCommerce store, improving inventory management, integrating shipping solutions for warehouses, automating order data flows, and strengthening ERP capabilities.
The engagement involved migrating the client to a robust and scalable eCommerce platform, implementing a modern inventory management system, and integrating shipping automation. Sigma Solve also introduced automation tools to capture order data and seamlessly insert it into backend systems, enabling the client to manage growing order volumes efficiently.
- Automated Order Processing: A Robotic Process Automation (RPA) solution powered by OpenBots automated order entry, saving the equivalent workload of 3.5 full-time representatives and significantly reducing manual effort.
- Efficient Resource Allocation: Manual data entry processes were converted into automated workflows, delivering annual savings of $184,000.
- Streamlined Payment Processing: For draft orders requiring human validation, automation reduced representative effort by at least 50% by pre-filling most order details.
- Payment Gateway Integration: Integration with a secure payment gateway enabled upfront card authentication while supporting 90-day payment grace periods.
- Platform Migration & Customization: Migration to a feature-rich, scalable eCommerce platform enabled customization aligned to operational needs.
- Enhanced Product Search: Advanced search functionality with defined criteria improved product discoverability and customer experience.
- Improved Inventory Management: Optimized inventory workflows ensured accurate stock levels and faster fulfillment.
- Integrated Shipping & Accounting: Shipping automation and accounting integrations streamlined medical equipment delivery and financial operations.
The Outcome
The partnership with Sigma Solve delivered measurable improvements in efficiency, cost savings, and customer experience. By implementing a combination of automation, platform modernization, and process optimization, the client achieved significant operational gains.
Cost Savings: RPA automation delivered net annual savings of $184,000, substantially reducing workforce-related costs.
Order Processing Boost: Manual processing time was reduced by 67%, with automation accuracy reaching 91%, enabling higher order throughput.
Productivity Surge: Automation freed the daily working hours of 3.5 representatives, allowing teams to focus on higher-value, strategic activities.
Efficiency leap: The eCommerce platform migration improved overall portal efficiency by 78%, with 97% error-free uptime.
Customer Satisfaction Soars: Faster, error-free order fulfillment improved overall customer experience by 80%.
Improved Inventory Management: Streamlined processes ensured optimal stock levels and more efficient fulfillment operations.
Client Testimonial
