Serve customers betterVendor case study

Thermo Fisher Scientific: order automation

27%as reported in the source

Project Northstar: AI/ML + RPA order-entry automation (OCR of fax/email orders), ML email routing with sentiment, a single-pane search for care reps (orders, availability, pricing, customer-specific quotes), and a customer-insights platform with next-best action.

Industry: Life science tools & lab supplies
Tools named: Genpact Cora OrderAssist/Orchestration, Esker, AWS (SageMaker etc.), Celonis, Databricks, Power BI

Reported results (as quoted): "Average call hold times have decreased 27% since the end of 2021"; "Cash flow has accelerated by between $200-300 million due to faster order processing"; "Revenue has increased by 0.5-1% through improved sales and customer experience"; "first-call resolution for complex customer queries has improved by twice the average"

Note: 27% hold-time drop is independently reported in CIO (2022-08-12, https://www.cio.com/article/404535/thermo-fisher-transforms-its-customer-experience.html), which also quotes Thermo's VP IT: sales reps "no longer have to spend three hours a week or more calling care to ask where a product is." Revenue and cash-flow figures are Genpact-only.

Source

Company: Thermo Fisher Scientific · Vendor case study · https://www.genpact.com/case-studies/breathing-new-life-into-customer-experience-at-thermo-fisher-scientific

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