SGS, a global testing, inspection, and certification company, aimed to digitise 30% of all customer journeys. SGS Belgium and Netherlands wanted to evolve towards an Autonomous Enterprise, so they sought to further implement and scale AI and automation technologies to achieve this goal.
We introduced our Value Discovery Workshops to uncover and assess processes that could be (further) optimised, digitised and automated to improve their customer journeys. These workshops generated recommendations on which processes to optimise and which technologies to use, from RPA to Low Code and AI. One of the first selected cases was the onboarding of pioneers into SGS's database. A pioneer, interested in participating in clinical studies organised by SGS, must take multiple manual and repetitive steps, leading to many customer touchpoints before pioneers were fully registered.
A crucial factor in this automation journey was to introduce a smooth digital experience for the pioneers. The main challenge was to build this digital platform around the existing internal system used to store medical history, which had limited functionality for onboarding. Drawing on our strong process expertise, we first fully uncovered SGS’s real needs. Based on these needs, we recommended using low-code technology to provide a seamless experience for both the Clinical Research Recruiting Team and the pioneers.
As part of the RoboRana group, we collaborated with other business centres to deliver end-to-end intelligent process automation. We provided the Clinical Research Recruiting Team with a future-proof solution that helps them manage their work and automate low-value tasks. This allows them to focus on connecting with pioneers and improving the customer experience.
