Streamlining Operations with Intelligent Automation

This case study details the collaboration between a leading media and entertainment company in New Zealand and Tech Mahindra to address operational inefficiencies and enhance customer experience through intelligent automation. The client faced challenges such as poor ad revenue reconciliation, customer churn visibility, and delayed payments, which negatively impacted cash flow and operational efficiency. Tech Mahindra implemented a two-phased approach focusing on capacity improvement and root cause elimination. Key strategies included customer journey mapping, business process optimization, and the deployment of over 21 bots to streamline financial operations. The results demonstrated significant improvements, with customer satisfaction increasing from 75% to 90% and operational efficiency rising from 60% to 85%. The case study outlines the methodologies employed and the tangible benefits achieved, showcasing how intelligent automation can transform operations in the media industry.