Largest Global Spanish Bank
Case Study-3
National Administration of Drugs, Food and Medical Devices
Digital process transformation reduces time for importing medical devices by 80%
Challenge
Faced with the challenges of rapid growth, the need for expedited customs clearance, and stringent auditing and compliance demands, our client was encumbered by a paper-based, manual, and fragmented system.
The organization relied heavily on manual controls, and staff members were often tasked with the cumbersome process of gathering essential data, such as payments and journal entries, to perform their duties effectively. The entire process of importing medical devices was extending beyond five days, and this inefficiency hindered their ability to meet objectives.
Our client recognized the need for an integrated platform that would provide the scalability to expand rapidly, reduce processing times, and improving tracking and compliance.
We led our client through a digital transformation journey by implementing a new application to track requests, automating manual processes, and helping the organization to make the most of the real-time data.
Results
%
Reduced
Processing Cost
%
Automated
Business Rules
%
Achieved Accuracy
The Solution
Our primary objective was to significantly reduce processing times and enhance the customer experience by transitioning to a digital framework. Through a comprehensive analysis of the existing framework, we identified key customer touchpoints and back-office challenges. By leveraging a Lean approach, we defined a simplified digital process to support Medical Labs as well as Distribution companies in the journey of importing Medical devices.
Our innovative application orchestrates the end-to-end importation — encompassing initial requests, document preparation, duty payments, tracking, and customs clearance. It introduces the capability for requests to be strategically prioritized based on business rules or directed to specific queues by supervisors, ensuring a smooth workflow. Moreover, the application secures document uploads and processing at every stage through the use of digital certificates and signatures, safeguarding data integrity and compliance.
Digitizing this framework enabled us to uncover opportunities for automation, leading to straight-through processing and completely eliminates the need for manual oversight. We not only streamlined our client’s legacy process, but afforded our client with the ability to derive actionable insights that can be leveraged for improving Customer satisfaction.
The Impact
This strategic initative transformed both, the Customer engagement as well as the backoffice operations and processing.
- Reduced processing time from 5 days to 1 day
- Achieved straight-through processing for some scenarios, eliminating the need of manual intervention
- Reduced processing costs by 45%
- Drastically improved Customer experience, resulting in a 80% higher Customer Effort Score (CES) as well as a 95% Customer Satisfaction Score (CSS)
