Transforming Supply Chain Analytics with AI & Automation: 85% Faster Customer Response and 30% Cost Savings for a Leading U.S. Beverage Producer

The Objectives

Our client needed to improve customer request resolution, previously hindered by a lengthy, manual process. They aimed to enhance their Supply Chain and Inventory Control Team's efficiency by modernizing interactions with the Oracle ERP System. The initiative sought to reduce IT and support team reliance, shorten response times, and eliminate VPN-based access. The goal was to boost system engagement, cut operational costs, and deliver a seamless, automated solution for inventory and supplier queries.

Challenge

• Time-Consuming User Setup: Enabling end-user access to Oracle ERP was lengthy, often exceeding two days due to dependencies across IT, support, and application management teams.

• Inefficient Customer Interaction: Access to the client’s Oracle ERP system required either a VPN connection or an IT service request, both cumbersome and slow, hindering ease of access and quick resolution.

• Complex System Navigation: Extensive user training was needed to navigate Purchase Orders, Inventory, and Supplier department queries, complicating workflow management.

• Lack of Automation and Monitoring: The manual generation of planned and unplanned work orders led to inefficiencies, with no automation to streamline request handling.

• High IT Resource Dependency: Reliance on terminal servers, VPN connections, and multiple IT resources increased costs and infrastructure complexity, exacerbating operational inefficiencies.

Solution 

• AI-Powered Conversational Interface: Developed an intelligent chatbot using Microsoft Power Platform’s Copilot Studio to automate Oracle ERP interactions, reducing IT support dependencies and streamlining inventory and supplier queries.
• Seamless Access and Integration: Deployed the chatbot within Microsoft Teams for secure, mobile-friendly access without VPN. Simplified navigation of Purchase Orders, Inventory, and Supplier queries, enhancing user experience and engagement.
• Automated Workflow Execution: Integrated Microsoft Power Automate to automate work orders and inventory management tasks, improving efficiency and ensuring timely actions.
• High Availability and Scalability: Hosted on Microsoft Teams, ensuring high availability and reliability. Seamless integration with 1,000+ data connectors for scalability and future enhancements.
• Cost Reduction and Operational Efficiency: Eliminated the need for VPN and terminal servers, reducing infrastructure complexity and operational costs. Limited user access to the bot, lowering licensing requirements.
• Enhanced Monitoring and Analytics: Utilized built-in analytics from Copilot Studio for real-time insights, enabling continuous process improvements and highlighting areas for further automation.
  
  

Business Questions Example

• Finding On-Hand quantity of an MRO Item within the system.
• Finding On-Hand quantity of a Non-MRO Item.

Solution Architecture

Impact

• 85% Reduction in Request Resolution Time: Implementing the Copilot Bot reduced average response time from 48 hours to nearly instantaneous, vastly improving operational efficiency.
• 70% Boost in System Engagement: Mobile-friendly integration through Microsoft Teams eliminated VPN dependencies, leading to a 70% increase in system engagement and faster customer interactions.
• 30% Reduction in Operational Costs: Automation reduced the need for multiple IT resources, cutting infrastructure and support costs by 30%. Additionally, automating work order generation improved productivity across departments through seamless workflow execution.
• 40% Improvement in Inventory Monitoring Accuracy: Automated asset expiration lists and bot analytics improved data accuracy by 40%, providing real-time insights into inventory management.
• Enhanced User Experience and Accessibility: The Copilot Bot enabled intuitive navigation for Purchase Order, Inventory, and Supplier queries, improving customer satisfaction and reducing training needs.