Automation in Business Process Exception Management

This case study outlines Synergy's implementation of an automated solution for Business Process Exception Management (BPEM) processing to alleviate the burden of costly third-party overhead. Faced with limited internal resources, Synergy aimed to reduce its dependency on outsourced services while achieving significant budget relief. The automation extracts billing exceptions from SAP each morning, generating records into Excel for 51 BPEM categories. Tailored automations process these records according to established operating procedures, with any remaining complex exceptions sent to a third-party billing agent. The outcome has been notable, with the process resolving over 179,000 billing exceptions annually and yielding a $2.3 million return on investment. The successful integration of automation has garnered trust from stakeholders and business users, establishing BPEM processing as a highly valued operation within Synergy. The case study highlights the effectiveness of a no-code/low-code solution in enhancing operational efficiency and scalability for business end users.