Reducing Front & Back Office Support Through RPA and AI

Introduction

Retail businesses are under increasing pressure to optimize operations, reduce costs, and improve efficiency. With the rise of AI and Robotic Process Automation (RPA), organizations can now streamline their back-office processes, allowing employees to focus on higher-value tasks.  

DATAMARK’s RPA solutions reduce manual workload, eliminate repetitive processes, and enhance accuracy across various retail functions, from email management to data entry.  

This white paper explores the transformative role of RPA in retail back-office and contact center environments, showcasing real-world applications and measurable results. 

Overview of RPA in Back-Office and Contact Centers 

RPA is revolutionizing back-office and contact center operations by automating rule-based tasks that traditionally require human intervention. Unlike AI, which focuses on learning and decision-making, RPA executes predefined workflows to eliminate manual efforts. Key applications of RPA in these environments include: 

• Email Automation: Processing, categorizing, and deleting spam or non-essential emails to optimize workflows. 

• Order Processing: Automating order entries, confirmations, and updates to improve turnaround time. 

• Billing & Invoicing: Reducing errors by automating financial transactions and reconciliation processes. 

• Customer Data Management: Keeping customer records updated without manual intervention. 

• Service Request Handling: Automating common service requests to reduce agent workload and improve response times. 

By integrating RPA within retail support and contact center operations, businesses gain efficiency, scalability, and improved compliance. An example of a Vendor Invoice Processing flow is below.  

Use Cases for RPA in the Contact Center 

RPA enhances customer support by automating repetitive tasks, allowing contact center agents to focus on complex interactions. Common use cases include: 

• Automated Case Creation: Extracting relevant data from customer emails and logging cases into CRM systems. 

• Case Cleanup: Identifying and removing non-customer inquiries, reducing distractions for agents. 

• Agent Assistance: AI knowledge-base tools provide quick access to complex data, improving accuracy. 

• Escalation Management: Automatically routing urgent requests to supervisors based on predefined conditions. 

• Call Summarization & Data Entry: Extracting key information from conversations to populate reports automatically. 

An example of an Approval RPA Cloud flow is below.

Retail Client – Contact Center RPA: Cleaning Up Spam Emails 

How Does the RPA Work?  

For one of DATAMARK’s retail clients, agents were overwhelmed by the sheer volume of spam and non-essential emails in their CRM system. These distractions led to decreased productivity, increased response times, and unnecessary manual effort. DATAMARK implemented an RPA solution integrated with Salesforce to automate spam email detection and removal. The system: 

• Identifies Spam Emails: Using predefined rules and AI-driven analysis to flag non-customer emails. 

• Automates Disposal: Deletes or archives emails automatically, freeing agents from manual filtering. 
• Provides Reporting Insights: Tracks email trends to improve RPA efficiency and refine filters over time

ROI: Quantifiable Benefits of RPA 

Implementing RPA in retail back-office and contact center functions yields tangible returns. In the case of the spam email cleanup: 

• Reduced Agent Workload: Cut down manual email handling by 70%, freeing up agent time. 

• Improved Service Levels: Increased response rates by eliminating unnecessary cases from the queue. 

• Operational Cost Savings: Reduced overall labor costs by automating low-value tasks. 

• Higher Compliance Rates: Ensured adherence to company policies regarding email retention and spam management. 

These benefits demonstrate the value of integrating RPA into retail support operations.   

Call to Action: Discover the Power of RPA

Revolutionize Your Retail Back & Front Office with RPA 

Are inefficient manual processes holding your team back? Discover how DATAMARK’s RPA solutions can streamline your operations, reduce costs, and improve agent satisfaction – So your business runs smarter, not harder. 

See Automation in Action – Schedule a Demo or POC Today!

Contact us to learn more, or give us a call at 866-326-4885!