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Full Workflow Automation

See how we transformed claims and returns processing for a UK wholesaler, cutting admin time by 87.5% while freeing staff to focus on critical customer service.

112
Hours Saved/Month
87.5%
Cost Reduction
21x
Faster Enquiry Handling Time
28%
Team Productivity
Company Overview

Industry

Retail wholesale and distribution

Company Size

3000+ employees

Revenue

£700M+ turnover

The Challenge
Overwhelming manual processes were hindering service delivery

Pain Points

  • 28% of all calls were admin heavy tasks
  • Process required service desk to spend ~8 minutes per case
  • 112 staff hours consumed monthly on repetitive admin
  • Higher-priority calls delayed or missed due to volume
  • Inconsistent handling created unnecessary stress and reduced accuracy

Impact on Business

112 hours/monthlost to manual processing
£1,538/monthin avoidable staffing cost
Staff stress & missed critical ticketsdue to repetitive workload
The Solution
AI-powered workflow automation, reducing workload and error rates

AI-Powered Workflow Management

  • Automated capture of data via intranet form
  • AI analysis to structure and validate data with <1% error rate
  • Staff approval step taking ~60 seconds per case
  • Automatic generation and distribution of required documentation to other teams

Implementation Process

1
Analysis & Mapping
2 weeks analysing existing workflows, ticket volumes, and bottlenecks
2
Workflow & AI Model Development
Custom LLM fine-tuned for required form generation and validation
3
Gradual Rollout
Phased pilot with select customers before full deployment across the wider network
Results & Impact
Measurable improvements across all key metrics

Operational Metrics

Processing Time
8 minutes
60 seconds
Error Rate
~10%
<0.5%
Monthly Staff Hours
112 hours
14 hours

Financial Impact

£1,538.60
Monthly Savings
£18,463.20
Annual Savings
2.5 months
ROI Timeline

Implementation Timeline

✓
Week 1-2: Discovery & Analysis
Mapped existing workflows, reviewed ticket volumes, and identified bottlenecks.
✓
Week 3-4: Workflow & AI Model Development
Built and fine-tuned an LLM to structure claims data and generate forms with <0.5% error rate.
✓
Week 5-6: Pilot Implementation
Phased rollout with selected customers, monitored accuracy and efficiency, adjusted prompts and rules.
✓
Week 7-8: Full Deployment
Scaled across all customers with continuous monitoring and staff approval stage for oversight.

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