“We investigated tasks that were repeated daily, were in a specific format and clearly took about 2–3 hours of work daily from people”, says Scania Retail Manager Riitta Talvitie.
The goal was to improve Scania’s customer service in processes that often repeat in the same format. This would also contribute to the efficiency of employees, reduce errors and improve the quality of customer service. As a company, Scania also strives to evolve with digitalisation, with respect to both its products and its business, and this is what RPA enables.
Instead of robots, Scania used the automation in existing programs, as this was an easier way to work than building a completely new robotic process automation solution. However, linking one-spot solutions into whole operating processes is often challenging or even impossible.