The Client

AB Ortopedijos Technika is based in Kaunas, Lithuania, and with over 500 employees, it is the largest manufacturers of orthopedic products in the Baltic States. They have a clear goal of automating their internal processes to improve processing speed and quality, as well as enable their employees to contribute to business growth by focusing on tasks with higher value-added.

It was the Client’s initiative to start the RPA journey

The Client actually approached us asking whether we provide RPA training services. But with us doing much more than just training, they ended up not only learning how to automate processes, but also outsourcing deployment services to us. This way they are able to create their own projects, but at the same time, they have high quality complex solutions created for them efficiently by professionals without having to have developers internally.

With project managers and subject matter experts inside the Client organization, we have established a hybrid Center of Excellence that consists of their internal staff and our consultants and developers. The Client has the resources to work on their processes internally, that do business analysis, process mining, improvement and documentation, but we help them with automation.

RPA as a tool to improve and automate customer order handling

The mass customization business model of our Client leads to a high volume of relatively small customer orders. And they come in various shapes and formats. This means there is lots of manual work associated with handling these orders correctly. Therefore, customer orders was the first area that we were asked to automate.

With just a single robot being deployed, we have managed to successfully automate the process all the way from handling an order when it is received to issuing an invoice when it is completed.

The automated solutions handle customer orders much faster than any person. They can also easily run around the clock, effectively handling more cases than any human could.

Great customer service and high quality

“Definra UAB has amazing customer support and does high quality automation. We initially wanted to try automating our processes internally after someone trained us, but we now see that it does not make sense, when we have experts available at such short notice.” Says Rytis Suknelevičius, the production manager of AB Ortopedijos Technika.

While the pain points are now being automated, we have also noticed that the Client is happy with our services and has started promoting RPA within the whole organization, instead of using it inside a single department. We consider this as a compliment to the work we do.