Littlewoods Shop Direct Group will move back office staff to more important customer facing positions after automating...
parts of its back office.
The catalogue retailer will automate work in its credit and collections department, part of its Everyday Financial Solutions division, that was previously done manually with a staff of 12.
The staff will now be assigned roles which involve helping customers directly.
A further 20 processes have been identified for automation pending the results of this first phase.
The merger of Littlewoods Home Shopping and Shop Direct two years ago has resulted in a major optimisation project within the group to harness the efficiencies of both organisations and to develop one common IT platform.
"In any business, over a period of time things break and need fixing and it takes a considerable amount of IT resource to support 100% of the business 100% of the time," said Steve Mound, director of operations at Everyday Financial Solutions.
He said that the IT team recognised that the organisation's strategic IT roadmap was creating challenges in fixing a growing number of day to day business requests and this helped drive the decision to automate back office functions.
The company used software from Blue Prism called Automate to upgrade its back office. Automate connects data in different systems without the need for any further coding and can mash-up different data sources and link these to automated business processes.