INDUSTRY
Case Studies
Digatil
Case Studies
Guiding Successful Transformation
Welcome to our case studies page, where you'll discover how Digatil collaborates with businesses across diverse sectors to deliver innovative solutions and drive tangible results. From streamlining processes to boosting revenue, our case studies showcase our tailored strategies and cutting-edge technologies, demonstrating our commitment to driving success for our clients. Explore our stories to see how we can help your business thrive in the digital age.
Case Study 1
Company Name: Confidential
Industry: Government
Location: Canada
Successful implementation of a new, omni-channel call center for a government department, which included a software based call center platform and related Workforce Management solution
A government client with a Call Centre engaged Digatil to help them transform their operation. With a growing base of callers and increasing demand for services, the client was facing significant challenges in managing its operations effectively. In an effort to improve its performance and elevate its service, the client called on Digatil to implement new call center technology and processes. The goal was to enhance efficiency, reduce wait times, and improve customer satisfaction.
Challenges
The primary challenge faced by the client was to find a solution that would meet the needs of both its customers and employees. The company was looking for a technology solution that would be easy to use and that would integrate with its existing systems. In addition, the client was facing a number of other challenges, including:
- Long wait times: customers were often frustrated with the long wait times they encountered when trying to reach an agent.
- Inadequate information management: the client was struggling to manage the large amounts of data it was receiving from its customers, which was making it difficult to provide accurate and timely responses.
- Limited reporting and analysis capabilities: the client was unable to generate the reports it needed to measure its performance and identify areas for improvement.
- Inefficient and inadequate workforce management: the client had no central scheduling solution or process and much of the scheduling was manual using paper and spreadsheets. Labour forecasting was also relatively crude given the lack of data and insight.
Solution
To address these challenges, Digatil led the implementation of new call center technology that included:
- A cloud-based call center platform with omnichannel capabilities: this platform allows the client to manage its operations from a single location and to access information from anywhere in the world. It also enabled remote call center agents and the linkage of text messages and online chat into the call center platform.
- An integrated IVR system: the new IVR system allowed customers to access information quickly and easily, reducing wait times and improving overall satisfaction.
- Advanced reporting and analytics: the new platform provided the client with the ability to generate detailed reports and perform real-time analysis, which helped the client to identify areas for improvement and to make data-driven decisions.
- Advanced Workforce Management solution: this plugged into the call center platform that provided a central and automated scheduling solution with accurate and automated labor forecasts, staff call outs, and provided self-serve shift swaps and other options for staff. A new training program: to ensure that employees were fully trained on the new technology, Digtail led the implementation of a comprehensive training program that included online training modules and hands-on training sessions.
Implementation & Results
The implementation of the new call center technology and processes was a success. The client was able to achieve the following results:
- Reduced wait times by some 50%: the new IVR system allowed the public to access information quickly and easily, reducing wait times and improving overall satisfaction, including providing information outside business hours.
- New omnichannel communications: this allowed the public to use text messages or online chat to contact the call center at any time and get instant answers, or be automatically routed to an agent within business hours.
- Improved information management (30% caller satisfaction improvement): the cloud-based platform made it easier for the client to manage customer information and respond to inquiries in a timely manner.
- Enhanced reporting and analysis: the new platform provided the client with the ability to generate detailed reports and perform real-time analysis, which helped the client to identify areas for improvement and to make data-driven decisions.
- Increased employee satisfaction (15% increase): the new technology was well-received by employees, who appreciated the ease of use and the improved training program.
- Significantly reduced manual effort in scheduling (42% less hours spent scheduling and managing the workforce): through the implementation of a purpose built Workforce Management Solution, improvements to scheduling including process automation and accurate forecasting (95% confidence) were achieved.
Conclusion
The implementation of new call center technology and processes was a critical success for the client. The new platform has allowed the company to enhance efficiency, reduce wait times, and improve customer satisfaction. By investing in new technology and processes, the client has positioned itself as a leader in the public sector for call center performance and is well-equipped to meet the evolving needs of its customers and employees.
Case Study 2
Company Name: Confidential
Industry: Government
Location: Canada
Successful implementation of a new low-cost, low-complexity invoice processing framework to streamline and automate the processing and payment of vendor invoices for freight.
The client is the mandated and regulated provider of Liquor to the private sector and generates several billion dollars in revenue per year. They were facing significant challenges in managing its freight invoicing process, which is a largely manual and time-consuming task. In an effort to improve its performance, the client sought help to rectify the issues. Digatil implemented a new database that automated much of the invoice processing. The goal was to streamline the invoicing process, reduce errors, increase efficiency, and save money.
Challenges
The primary challenge faced by the client was to find a solution that would be easy to use and that would integrate seamlessly with its existing systems, but they needed something relatively fast and low cost. They were facing a number of challenges, including:
- Time-consuming manual process: the invoicing process was taking too much time and was prone to errors, which was leading to delayed payments and dissatisfaction among clients. Inaccurate data: the manual process was making it difficult to ensure the accuracy of data, which had several downstream effects in other departments including Accounts Payable.
- Limited reporting and analysis capabilities: the client was unable to generate the reports it needed to measure its performance and identify areas of concern.
Solution
To address these challenges, Digatil implemented a new custom database solution that included:
- Automated invoice processing: the new solution, which was a custom database with smart invoice import functionality allowed the client to automate the invoicing process, reducing the time it took to process invoices and increasing efficiency. The solution includes an automated data validation checker.
- Integration with existing systems: the new database integrated seamlessly with the client’s ERP, as its output was tailored to be able to be imported by the ERP system. This ensures timely and accurate data flow for downstream departments like Accounts Payable.
- Advanced reporting and analytics: the new solution provided the client with the ability to generate detailed reports and perform real-time analysis, which helped the client to identify areas for improvement and to make data-driven decisions.
- A new training program: to ensure that employees were fully trained on the new database, Digatil led a training program that included online training modules and hands-on training sessions.
Implementation & Results
The implementation of the new database was low-cost, rapidly implemented, and a success, saving the client $1 million in the first 3 months of implementation. The client was able to achieve the following results:
- Streamlined invoice processing: the automation of the invoicing process reduced the time it took to process invoices and increased efficiency, along with a 35% increase in on-time payments, which resulted in 95% of all invoices being paid on time, vs. only 60% prior to the project.
- Increased accuracy: the integration of the new database with existing systems ensured that data was accurate and up-to-date, with benefits such as catching duplicate invoices.
- Enhanced reporting and analysis: the new solution provided the client with the ability to generate detailed reports and perform real-time analysis, which helped it to identify areas for improvement and to make data-driven decisions.
- Increased employee satisfaction: the new database was well-received by employees, who appreciated the ease of use and the improved training program, along with a significant reduction of manual and repetitive work.
Conclusion
The implementation of the solution was a critical success for the client. The automation of the invoicing process has streamlined operations, reduced errors, increased efficiency, and saved the client substantial amounts of money all while improving vendor relations. By investing in new, low-cost technology, the client has transformed its invoice processing operation.
Case Study 3
Company Name: Confidential
Industry: Service Business (Tech Company)
Location: USA
Successful implementation of an AI chatbot to transform the client’s service and support
The client is a leading provider of online haircut services that customers can receive at home. They were facing significant challenges in managing customer support, which was largely handled through phone and email. |
In an effort to improve its performance, increase efficiency, reduce operational costs and provide a more convenient experience for customers, the client decided to engage Digatil. Digatil then found a solution: it developed a sophisticated AI chatbot to reduce wait times, increase efficiency, and provide a more personalized but faster experience for customers.
Challenges
The primary challenge faced by the client was to find a solution that would be easy to use for both its staff and its customers, and that would easily integrate with its existing systems. In addition, the company was facing a number of challenges, including:
- Long wait times: customers were facing long wait times when calling for support, leading to frustration and dissatisfaction.
- Limited availability of support staff: the client was struggling to keep up with the demand for support, as it had limited staff available to handle customer inquiries. It didn’t help that it had substandard and inefficient business processes, leading to customers often being passed around or not getting the support they needed.
- Inadequate data analysis: the client was unable to gain valuable insights into customer behavior as it lacked the tools to perform real-time analysis.
Solution
To address these challenges, Digatil implemented an AI chatbot using IBM Watson as the backbone. It included:
- 24/7 availability with a robust and automated IVR: the chatbot is available at all times, reducing wait times and providing customers with quick and convenient access to support with automated routing and instant answers. This had the downstream effect of reducing support request volumes at peak times.
- Personalized experience: the chatbot was designed to provide a personalized experience for customers using natural language processing to understand and respond to customer inquiries.
- Integration with existing systems: the chatbot integrated seamlessly with the client’s existing systems.
- Advanced data analysis: the chatbot provided the client with the ability to perform real-time analysis of customer behavior, allowing them to gain valuable insights into customer needs and preferences.
Implementation & Results
The implementation of the AI chatbot was a success. The client was able to achieve the following results:
- Reduced wait times by 27%: the consistent availability of the chatbot reduced wait times and provided customers with quick and convenient access to support.
- Improved customer satisfaction: the personalized experience provided by the chatbot was well-received by customers who appreciate the convenience and speed of the service.
- Increased efficiency (43% less agent labor hours): the integration of the AI chatbot with existing systems increased efficiency as the company was able to handle a higher volume of customer inquiries including automated routing and provide instant, automated answers without the need to connect those callers with agents.
- Increased conversion rates: the client saw its shopping cart conversion rate increase 11% after the implementation of the AI chatbot, indicating an increase of paying customers.
- Enhanced data analysis: the chatbot provided the client with valuable insights into customer behavior, allowing the company to make data-driven decisions and improve its operation.
Conclusion
The implementation of the AI chatbot was a success for the client. The solution has streamlined operations, reduced wait times, reduced inefficiencies and provided a more personalized experience for customers. By investing in new technology, the client has improved its overall customer service and customer retention performance metrics.
Case Study 4
Company Name: Confidential
Industry: Multi-Industry Business
Location: USA
Successful process re-engineering of multiple processes across the organization
The client is a large, multi-industry business that has several thousand employees and multiple departments including HR, sales, operations, finance, among others. They were facing several challenges in managing business functions, including inefficiencies, manual errors, poor customer service and lack of accessible and informative data. In an effort to improve its performance and streamline its operations, the client engaged Digatil to automate several of its key business processes.
Challenges
The primary challenges faced by the client were as follows:
- Inefficiencies in manual processes: the client was relying on manual processes for tasks such as data entry, which were time-consuming and prone to errors.
- Lack of transparency and accessible data: there was a lack of visibility into key business processes, making it difficult for management to make informed decisions. Further, little data was available to understand performance and diagnose problems.
- Lack of standardization: different departments were using different systems and processes, which resulted in inefficiencies and inconsistent results.
Solution
To address these challenges, Digtail led an organization wide process re-engineering project to automate various business processes, that included:
- Complete end-to-end analysis: key end-to-end business processes were analyzed and baselined, and KPIs were established to give an accurate picture of the current state. From here, a visualization of the future was developed by a series of new process flow diagrams with the engagement of key stakeholders.
- A solution framework was selected: to achieve the kind of automation desired, Digatil used a process automation toolkit to successfully connect various applications and systems together so information/data can flow in a more automated way and processing steps can be reduced.
- Automated data entry: data entry processes were streamlined/automated across multiple business functions, reducing manual errors and increasing efficiency.
- Integrated systems: the automation worked seamlessly with the client’s existing systems.
- Standardized processes: the automation standardized processes across different departments, reducing inefficiencies and improving the quality of results.
- Real-time reporting: the new processes and solutions put in place provided real-time reporting, giving management the visibility they needed to make informed decisions. New KPIs were established and a sustained way of seeing those KPIs in relation to actual performance.
Implementation & Results
The implementation of new, streamlined/automated business processes was successful, and the client was able to achieve the following results:
- Increased efficiency: the automation and streamlining of data entry and other manual processes increased efficiency, freeing up employees to focus on higher-value tasks.
- Improved accuracy: the integration of systems and standardization of processes improved accuracy, reducing manual errors and improving the quality of results along with saving money in terms of reducing operational waste.
- Enhanced visibility: real-time reporting around KPIs with the centralization of data for performance monitoring provided by the solution gave management the visibility they needed to make informed decisions, leading to improved performance.
- Better collaboration: the standardization, streamlining and automation of processes across different departments improved collaboration, as employees were able to work together more effectively.
Conclusion
The automation of several key business processes was a success for the client. The client was able to improve efficiency, accuracy, and visibility, along with saving money on reduced operational non-value added labor.
Case Study 5
Company Name: Confidential
Industry: Multi-Industry Business
Location: Canada
Successful Implementation of a New ERP System with Procure-to-Pay
The client is a large multinational company operating in various industries including retail and distribution. As the client continued to grow, it realized that its legacy systems were no longer able to support its increasing demands. To address this issue, the client turned to Digatil to lead the implementation of a new Enterprise Resource Planning (ERP) system along with a Procure-to-Pay (P2P) solution to streamline its operations and improve efficiency.
Objectives
The main objectives of the implementation project were to:
- Replace the outdated legacy systems with a modern ERP system (Oracle).
- Streamline procurement processes by automating the purchase-to-pay cycle.
- Increase visibility into procurement and spend data.
- Improve data accuracy and reduce manual errors.
- Enhance supplier collaboration and improve supplier performance.
Project Planning and Preparation
Implementation and Go-Live
The implementation of the ERP system and P2P solution began with a pilot phase in one of the company’s divisions. This pilot phase was successful, and the systems were then rolled out to the other divisions over a period of several months. |
During implementation, the project team worked closely with the end-users to ensure that the systems were configured and customized to meet their needs. The team also provided ongoing support and addressed any issues that arose.
Results
The implementation of the ERP system and P2P solution was a success, and the client saw significant improvements in its operations as a result. Some of the key benefits achieved include:
- Increased efficiency and productivity: the new systems streamlined procurement processes, reducing manual processes and increasing the speed and accuracy of transactions.
- Improved data accuracy: the ERP system and P2P solution provided real-time visibility into procurement and spend data, reducing manual errors and improving data accuracy.
- Enhanced supplier collaboration: the P2P solution improved supplier collaboration by providing suppliers with real-time access to purchase orders and invoices, reducing the time and effort required to resolve disputes.
- Improved supplier performance: the P2P solution provided the company with better visibility into supplier performance, allowing them to monitor delivery times and quality, and take appropriate action to improve performance.
Conclusion
The implementation of the ERP system and P2P solution at the client achieved the desired results. The new systems have streamlined procurement processes, improved data accuracy, and enhanced supplier collaboration. The company has seen significant improvements in its operations as a result.
Case Study 6
Company Name: Confidential
Industry: Government
Location: Canada
Successful Implementation of AGILE NEXUS Methodology
The Client is an IT department within a provincial government. With its growth, it realized that its traditional project management approach was no longer effective in meeting the demands of its dynamic and fast-paced business environment. To address this issue, Digatil led the implementation of an AGILE NEXUS methodology to improve the client’s project management practices.
Objectives
The main objectives of the implementation project were to:
- Adopt a more flexible and adaptable project management approach.
- Increase collaboration and communication between project teams and stakeholders.
- Improve project delivery times and reduce project risks.
- Increase project visibility and control.
- Enhance project outcomes and results.
Project Planning and Preparation
The implementation project was managed by a dedicated project team led by Digatil and comprised of representatives from the client’s different departments. The team collaborated closely to plan and prepare for the implementation. | The project team conducted a detailed assessment of the current project management practices and identified areas for improvement. They worked with the AGILE NEXUS expertise of Digatil to tailor the methodology to meet its specific needs. | To ensure a smooth transition, the team provided training to the project teams and stakeholders on the new AGILE NEXUS methodology and its practices. A detailed implementation plan was also created, which included a phased roll-out approach, to minimize disruptions to daily operations.
Implementation and Go-Live
The implementation of the AGILE NEXUS methodology began with a pilot phase in one of the company’s departments. This pilot phase was successful, and the methodology was then rolled out to the other departments over a period of 12 weeks. | During the implementation, the project team worked closely with the project teams and stakeholders to ensure that the AGILE NEXUS methodology was being followed and to address any issues that arose. The team also provided ongoing support and guidance to help teams adopt the new practices and workflows.
Results
The implementation of the methodology was a success, and the client saw significant improvements in its project management practices as a result. Some of the key benefits achieved include:
- Increased flexibility and adaptability: the AGILE NEXUS methodology allowed the project teams to respond quickly to changes in project requirements and priorities.
- Improved collaboration and communication: the AGILE NEXUS methodology emphasized collaboration and communication between project teams and stakeholders, resulting in improved relationships and more effective decision-making.
- Faster project delivery times: the AGILE NEXUS methodology reduced project delivery times by allowing teams to prioritize and deliver features and functionality more quickly.
- Reduced project risks: the AGILE NEXUS methodology provided better visibility into project progress and risks, allowing teams to proactively address potential issues and reduce project risks.
- Enhanced project outcomes: the AGILE NEXUS methodology resulted in higher-quality project outcomes, with projects delivering greater value and meeting business objectives more effectively.
Conclusion
The implementation of the AGILE NEXUS methodology at the client was a successful project. The new methodology has improved project management practices, increased flexibility and adaptability, and resulted in better project outcomes.
Case Study 7
Company Name: Confidential
Industry: Government
Location: USA
Successful Implementation of Microsoft 365
A federal government agency responsible for delivering essential services to the public, with a workforce of some 5,000 employees spread across multiple locations, faced significant challenges in managing its operations and delivering services efficiently. To address these challenges, it approached Digatil to implement Microsoft 365, a cloud-based productivity and collaboration suite.
Objectives
The main objectives of the implementation project were to:
- Improve collaboration and communication between employees and teams.
- Streamline operations and increase efficiency.
- Enhance security and data protection.
- Provide employees with a modern, user-friendly work environment.
- Increase mobility and flexibility for employees.
Project Planning and Preparation
The implementation project was managed by a dedicated project team, made up of representatives from different departments and led by Digatil. The team relied on the expertise of Digatil with Microsoft 365 to plan and prepare for the implementation. | The project team conducted a comprehensive assessment of the agency’s current technology infrastructure and identified areas for improvement. We created a customized implementation plan that addressed their specific needs. | To ensure a smooth transition, the team provided training to employees on the new Microsoft 365 suite and its features. A detailed implementation plan was also created, which included a phased roll-out approach to minimize disruptions to daily operations.
Implementation and Go-Live
The implementation of Microsoft 365 began with a pilot phase in one of the client’s departments. This pilot phase was successful, and the suite was then rolled out to the other departments over a period of several months. | During the implementation, the project team worked closely with employees to ensure that Microsoft 365 was being used effectively and to address any issues that arose. The team also provided ongoing support and guidance to help employees adopt the new tools and workflows.
Results
The implementation of Microsoft 365 was a success, and the client saw significant improvements in its operations and work environment as a result. Some of the key benefits achieved include:
- Improved collaboration and communication: Microsoft 365 enables employees to collaborate and communicate more effectively, regardless of location or device.
- Streamlined operations: Microsoft 365 streamlines operations and increases efficiency by providing a single platform for email, file storage, and collaboration.
- Enhanced security and data protection: Microsoft 365 provides robust security and data protection features, helping the agency meet its regulatory requirements and protecting sensitive information.
- User-friendly work environment: Microsoft 365 facilitates a modern and user-friendly work environment, making it easier for employees to access and use the tools they need to be productive.
- Increased mobility and flexibility: Microsoft 365 allows employees to work from anywhere, on any device, providing greater mobility and flexibility.
Conclusion
The implementation of Microsoft 365 within the client’s operation was a success. The new suite has improved collaboration and communication, streamlined operations, enhanced security, and provided employees with a modern and user-friendly work environment. The agency is well positioned to continue to deliver essential services to the public with a more efficient and effective technology infrastructure.
