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December 17, 2024
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Case Study: Enhancing Procurement Efficiency With A Custom Chatbot Solution

December 17, 2024

Introduction & Background

Scarlett Abbott, a UK-based internal communications agency, approached  fluo  (formerly Strillobyte) to develop a custom chatbot solution for one of their large corporate clients. The client faced significant challenges in streamlining their procurement process, which was complicated by an extensive set of purchasing rules scattered across multiple documents on the intranet. This disorganisation made it difficult for employees to quickly access the correct steps when purchasing from new or existing suppliers, sometimes resulting in confusion and costly mistakes.

Given the complexity of the procurement guidelines, the client aimed to simplify the process by creating an integrated chatbot within their internal communication platform. The goal was to make procurement guidance easily accessible, ensuring that users could quickly find the right steps to follow, reducing errors and improving overall efficiency.

Goals & Objectives

The main objectives of the project were to:

  • Develop a chatbot that could guide users through the procurement process based on their specific needs.
  • Integrate the chatbot seamlessly into the client’s existing communication platforms – Skype for Business and Microsoft Teams.
  • Use clear, familiar language to make the experience user-friendly, reducing the need for users to consult multiple documents.

The criteria for success included:

  • Enhanced user accessibility to procurement guidelines.
  • Reduction in purchasing errors.
  • Positive user feedback on the ease and clarity of the chatbot’s responses.

Approach & Strategy

Business team strategy team evaluation

We collaborated closely with Scarlett Abbott to create a tailored solution that would address the client’s unique requirements. Together, we designed a chatbot capable of guiding users through the procurement process using a step-by-step Q&A format. This approach allowed us to convert the extensive and complex procurement rules into a coherent set of questions, streamlining the process based on each user’s specific case.

We also placed a strong emphasis on creating a friendly “persona” for the chatbot to ensure a familiar and supportive interaction. Using accessible language and removing industry jargon helped make the chatbot easy to understand, particularly for new employees who were less familiar with the internal procurement protocols.

Execution & Process

The execution of the project followed a structured process:

  1. Discovery and Analysis: Scarlett Abbott analysed the full set of procurement guidelines, extracting key information and identifying user pain points.
  2. Content Development: The guidelines were distilled into a simplified Q&A format, allowing users to answer targeted questions to access relevant information efficiently.
  3. Persona and Language Design: We crafted a friendly, helpful “persona” for the chatbot to create an approachable experience that users would feel comfortable interacting with.
  4. Technical Integration: The chatbot was integrated directly into the client’s existing communication tools – Skype for Business and MS Teams – ensuring it was easily accessible to employees within familiar platforms.
  5. Testing and Feedback: Before full deployment, the chatbot underwent thorough testing with a select group of users. Feedback from this phase helped us refine the chatbot’s responses and optimise its functionality.

Throughout the project, our team worked closely with Scarlett Abbott and the client’s IT team to address any integration challenges and ensure seamless deployment within the client’s secure infrastructure.

Results & Outcomes

  • Reduced Purchasing Mistakes: The chatbot’s guidance system allowed users to follow the correct steps, likely reducing errors in procurement processes.
  • Increased Efficiency: With instant access to procurement guidance, employees no longer needed to sift through multiple documents, improving response times and operational efficiency.

Insights & Conclusion

Through our collaboration with Scarlett Abbott,  fluo  gained valuable insights into the importance of user-centred design in enterprise environments. Prioritising ease of use and tailoring language to reflect the organisation’s culture allowed us to create a solution that was not only functional but approachable. By converting complex procurement guidelines into an accessible chatbot and seamlessly integrating it into familiar communication platforms, we streamlined the client’s processes and enhanced accessibility for employees.

This project underscored the value of a collaborative approach and the impact of designing tech solutions that align with existing workflows. It highlights  fluo’s  expertise in building scalable, innovative solutions that address complex operational challenges while improving user experience and enhancing business operations. 

Ready to get started?

If you’re looking to transform your business processes, enhance digital engagement, or create seamless solutions for complex challenges,  fluo  is here to help. Let’s build something extraordinary together – reach out today to learn more about how we can turn your vision into reality!
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