The Challenge

The need for a more sophisticated process.

The client had manual processes for selecting a sourcing unit (SU) for direct dispatch that involved an Excel template with no workflows. There were no automations in the approvals process once SU was selected, leading to low operational efficiencies. Lastly, there was distributed knowledge of rules among the various teams and systems, which were not aligned to the business outcomes desired.

The Solution

Creating efficiencies through Pega.

We first conducted a joint discovery workshop with business stakeholders to define the scope, document the business rules, finalize the structure and content of Master Data, and set up workflows and personas required for approving the recommendations. Out of that workshop, we acted on the following:

• A direct dispatch case lifecycle was designed using complex business rules and approval flow between multiple personas.

• A bypass case lifecycle was designed with automatic retrieval of data via AI (BOTS), and multiple workflows.

• Existing interfaces with SAP were leveraged to exchange data, and the BOT logic was modified to accept a Sales Order Number from Pega to retrieve Order details from SAP for Bypass cases.

The Results

Complete process automation for better visibility and control.

The project led to a significant reduction in transportation, storage & handling costs for large orders by shipping direct from the sourcing unit. Additionally, it provided the following:

• Optimal truck load utilization for direct dispatch orders.

• Improved operational efficiency via automated assignment of cases to personas based on business logic.

• Improved visibility of stock and production schedule for processing direct dispatch orders.

• Improved visibility of failed business rules via BRE logs.

• Improved visibility of case rejection at any point via Pega reports.