Automas Success Story: How RPA Accelerated Customer Service by 20%

Success Summary

Client: Automas, a leader in vehicle certification in Colombia.

Challenge: A manual process to download and register vehicle information from a government portal (RUNT), which caused delays in customer service and was prone to errors.

Solution: A team of 5 STELA bots running in parallel to automate the full cycle of querying, downloading, and uploading documents to the internal ERP, handling 7,000 cases per month.

Key Results

A 20% acceleration in the overall speed of the customer service process.

An 80% monthly reduction in overtime costs.

30 hours of manual work saved per week, freeing up staff for other tasks.

Improved ROI by allowing more customers to be served more efficiently.

The Manual Bottleneck: A Slow Process That Impacted Customer Experience

In Colombia, technical vehicle inspection is a mandatory requirement. Part of the vehicle reception process at Automas involved registering its official information. To do this, staff had to manually enter the government’s RUNT (National Single Registry of Transit) platform, search for the vehicle’s record, download it as a PDF file, and then attach it to the documentation in the company’s internal ERP system.

This manual process was the main “pain point” of the operation. Not only did it consume a lot of time, but it was also prone to errors due to data handling and transcription. Consequently, the negative impact was twofold: on one hand, employees spent valuable time on a repetitive task; on the other, customers experienced longer wait times than necessary. This inefficiency limited the number of clients each employee could serve, directly affecting the profitability of their operations.

The Solution: 5 STELA Bots Working as a Team for the Customer

Automas contracted Software Testing Bureau for a “turnkey” solution. Specifically, an RPA system was developed with STELA, designed to handle a high volume of transactions and guarantee minimal response times, as the bot is an integral part of the real-time customer experience.

The solution consisted of 5 STELA bots running simultaneously to process approximately 7,000 cases per month. The workflow for each bot is as follows:

1. First, it retrieves the information of the vehicle to be queried.
2. It then enters the RUNT website and searches for the record.
3. Next, it downloads the official report as a PDF file.
4. Finally, it uploads the PDF as an attachment to the Automas ERP system to complete the registration.

STELA’s robustness was key, as the bot had to interact seamlessly with multiple systems of various technologies: government web portals, Automas’s internal systems (via web, API, and database), and insurance company web portals. In addition, the low subscription cost of STELA RPA for running the created bots was an important factor in the decision.

The Results: Less Waiting for the Customer, Lower Costs for the Company

The automation of this critical process generated measurable benefits for both the customer experience and the company’s financial health.

• Improved Customer Experience: The entire service process was accelerated by 20%. Shorter wait times translated directly into more satisfied customers.
• Significant Time Savings: Approximately 30 hours of administrative work were saved per week, which allowed staff to focus on other high-value processes that are not yet automated.
• Drastic Reduction in Extra Costs: Perhaps the most powerful financial benefit, however, was that Automas achieved a monthly reduction of over 80% in overtime costs. The bots could continue processing records during weekends and holidays without the need for administrative staff.

Ultimately, this time savings and increased efficiency allowed Automas to process a higher volume of work, improve the quality of its service, and optimize the overall profitability of its operations.