An automated process was developed to retrieve the required report data from TOPdesk, the data source, using its API. The retrieved customer performance data are grouped by customer, status, priority, period, etc. The results of this data analysis are then communicated in a visually appealing and customer-friendly format. A monthly report is generated for each board, summarizing all performance. These figures are supplemented with automatically generated graphs to analyze evolutions over time and distribution within categories. Python was chosen to process the data and generate the reports because of its flexibility, ease of use, and broad applicability.
In a subsequent step, the PDF reports are sent to the customers automatically (via an Outlook API connection).
This automation was the first layer in VERA's business process automation. In a later phase, intelligence can/will also be added: for example, to detect billing anomalies, to recommend related services to customers in a targeted manner, or to collect customer feedback via chatbots.
Results
With a single click, data for more than 65 customers are now retrieved, processed, and sent out without any further manual action required. In addition, the automation of the workflow has completely eliminated the risk of human error. As a result, VERA's customers are able to efficiently gain insight into the performance, the evolution of requests and the number of requests they submit to VERA each month.
