Improved operational efficiency with an intelligent process automation-driven UiPath bot, for a leading medical laboratory.

Previously, the sales support team had to manually update the lab test result notifications in the Salesforce CRM system for doctors and customer care agents of the lab. The main challenge was the time-consuming and laborious nature of the manual update process. It took two to three days to update the instructions for hospitals with 200 to 300 doctors, leading to potential delays in critical result communication to clients.

We used .NET, Boomi integration to retrieve instructions from Salesforce CRM, and UiPath automation to update the lab system to address this issue. This intelligent automation solution streamlined the process, reducing delays and ensuring timely updates to notification instructions.

Our objective was to automate the hospital label reprinting process to improve scalability and efficiency. Customer care agents would receive phone calls from hospital staff requesting the reprinting of accession and batch labels used in specimen collection. Four dedicated resources manually processed each request, taking four to five minutes each.

Our RPA implementation aimed to free up these resources to better serve customers by building a web application using .NET to submit requests, UiPath automation to reprint labels, and Boomi integration to communicate with Salesforce CRM. This end-to-end automation allowed our client’s system to handle more requests as their business grew while streamlining the process for customer care agents.

Customer care agents constantly monitor lab systems around the clock to ensure timely communication of critical lab results to doctors for efficient patient care. It required a three-member dedicated staff to manually follow up with doctors’ offices until the results were delivered and read.

To resolve this, our experts built an application using .NET and Boomi integration. It could retrieve lab results and delivery instructions from Salesforce CRM and send notifications via the Tiger Connect system to doctors. The system also updated delivery and read statuses using RPA. Our solution is currently used for select customers of our client but will eventually be rolled out to all, providing automated real-time delivery of critical lab results for more efficient and effective patient care.

Customer care agents monitored an email inbox for COVID-19 test results processed by reference labs and manually created missing vital result notifications into the Lab system callback module. This process takes two to three minutes per notification, with shared staff monitoring the inbox 24/7.

To streamline this process, an application using .NET and Boomi integration retrieves missing COVID critical result notifications, and UiPath automation navigates through the Lab system to create callbacks. As the team worked on the solution, in-house machines were automated to process the results, resulting in a low volume of critical result notifications. Nonetheless, this automated system provides real-time delivery of COVID-19 test results and can be used for all other test results.

Customer care agents used to receive add-on test requests from hospital staff through various channels, including voice and digital channels. These requests involved multiple manual steps and verifications before adding the new test to the appropriate order. With around 8,000 requests per month, this process took approximately five minutes per request.

We aimed to automate the end-to-end process of adding tests to existing orders. To achieve this, we built an intelligent voice assistant using Five9 to receive voice requests and forward them to the intelligent automation process. Additionally, we used an application using .NET and UiPath automation to navigate the Lab system and add tests to existing orders. We also integrated Boomi to create cases in Salesforce and send verbal order verification forms to hospitals for digital signatures. With automation, customer care agents could quickly process add-on test requests, allowing for more efficient patient care.