Case Study: Expedited Travel boosts customer engagement with Salient Process

Salient Process Leverages Robotic Process Automation bo Help Expedited Travel Drasbically Improve Customer Engagement

Expedited Travel, a provider of accelerated passports and visas, faced a customer engagement challenge because prospective customers had to leave its website to complete required forms on a U.S. federal site. Those forms generated proprietary barcodes that could not be handled by traditional automation, creating a risk that users would not return and complete the transaction.

Salient Process used robotic process automation with IBM and Automation Anywhere to build a “digital worker” that collected customer information, completed the federal forms behind the scenes, and returned the generated PDF to the Expedited Travel site. The process now takes less than a minute instead of 15 to 30 minutes manually, helping drive an 80% increase in customer engagement, a 200% decrease in reliance on IT, and a 5x increase in customer conversion rate.