50% improvement in cycle time for Driver Qualification Process for US-based enterprise
Over 3.5 million trucks are on the road every day moving America forward. The company provides comprehensive driver background check solutions covering screenings and pre-employment driver compliance checks for DOT and private companies – enabling them with straightforward, actionable reports so they can make confident choices, reduce risk, and stay compliant. As part of the driver services, the company provides a single source for driver background check and driver compliance services in tandem with highly regulated industry requirements
Challenges
• Multiple documents and variations
• Custom client processes
• Manual and error prone
• Multilayered quality assurance
• Reactive to misses
• Volume fluctuation / seasonality
• Deteriorated customer experience
A solution was to be designed to deliver
• Zero manual errors
• Reliable document transcription
• Improved processing time
• Flexible client onboarding process
• Effective, proactive and predictable delivery
Solution
1. Transcription Process
• Data is entered by the first operator and also by the second operator.
• This is followed by ‘Data Auto Comparison’ in order to decipher any mismatch in the data entered by the two operators.
• If any mismatch surfaces, the data can be corrected.
2. Document Processing Automation
• Robots are deployed to create document dumps for processing – wherein they process all documents post data entry
• This is followed by relabeling documents
• The documents are then processed automatically
• Robot then look up the driver files
• Robot selects the document
• Robot links the document and related pages to the driver file
• Robot answers audit questions on the document (example: Is the Driver’s License valid? Yes/No)
3. Additional Feature: Dashboard with multiple analytical metrics
• Predict transcription staffing needs basis TAT requirement
• Proactive forecasting handling
• Fine tuning of workload and capacity
• Associate improvement plan
The Outcome: Rightful qualified drivers on the road
• 50% reduction in quality escapes
• 50% improvement in cycle time
• Enterprise de-skilling
• Negate impact of seasonality on business growth
• Reduced TCO
