Case Study: Hong Kong-Based Supply Chain Management Company achieves 50% AHT reduction with EdgeVerve AssistEdge RPA

AssistEdge RPA reduces AHT by 50% for a Hong Kong supply chain management company

The Hong Kong-Based Supply Chain Management Company, founded in 1906 with over 22,000 employees, 250 offices in 40 markets, 15,000 suppliers and more than 8,000 customers, faced complex order management and time-consuming, repetitive bulk payment invoice processes driven by differing rules across more than 1,000 customers. The customer engaged EdgeVerve to simplify and automate these workflows using the AssistEdge RPA platform to free staff for higher-value tasks.

EdgeVerve began a proof of concept in 2017 and expanded AssistEdge automations across Order Management and Finance & Accounting, implementing invoice creation from ship bills, document management uploads, VPA creation, web/API/Outlook integrations and migration of Excel-macro business rules within JD Edwards. The bots now process over 25,000 transactions per week for more than 1,300 customer codes with 99.95% execution accuracy, delivering a 50% reduction in average handling time (AHT) for order management and faster, more stable operations.