The challenge
CIVICUS’s Operations Team were looking for ways to consolidate many of their repetitive, time-consuming, manual administrative processes, to help save time and improve the speed and quality control of their operational and procedural processes.
The first challenge was the procurement process around supplier agreements, which currently involved the team manually answering repeated questions and sharing relevant information with employees.
Their second challenge was organising the travel process for employees. They needed an automated process to guide colleagues through the travel process, including policy, essential travel requests, and all documentation and supporting resources.
The third challenge was to find a way to create a centralised resource of company acronyms that any employee could access, whenever they needed it. In non-profit organisations there are so many acronyms used it’s like a new language, which is challenging for newcomers.
Finally, Civicus were looking for ways to ensure new board members were effectively inducted into the uses of the bot and fully equipped with the information they required to successfully carry out their roles.
The solutions
With The Bot Platform, Civicus were able to build bespoke digital and automated solutions, which also easily integrated into the communication channel their staff were already using, Microsoft Teams.
Click below to explore some of the solutions Globe Telecom have built using The Bot Platform
- Alfred
- Cheetah
- Lwazi
- BoardBot
Just like Alfred Pennyworth was a loyal and tireless butler, legal guardian and personal assistant for Bruce Wayne, AKA Batman, CIVICUS’s bot on Microsoft Teams is a similarly reliable automated assistant for staff looking to get guidance on all things related to supplier procurement.
Alfred (the bot) provides clear guidance of the workflow process of procurement, as well as providing links to all documentation and resources required.
Key Features:
- Step-by-Step guide to procurement policy process
- Personalised guidance for each user and service sector
- Instant Q&A feature to answer any staff queries
- Accessible to all staff, on any device, at any time on Microsoft Teams
CIVICUS’s Travel assistant, Cheetah, has been custom built to be the company’s core resource for all travel-related queries and policies.
Key Features:
- Step-by-step guides to all travel processes, including accommodation, events
- Instant access to relevant documentation for travel purposes
- Direct link to company’s travel dashboard
- Travel approval and per diems
After collating all known acronyms and business terms, Civicus created Lwazi to provide a detailed, personalised resource to reference internal language that might be confusing. Think of it as a turbo charged, ever learning acronym directory.
Key Features:
- Keyword-driven directory
- Link to associated department or individual if user requires more detailed information
- Accessible to all employees at any time, on any device, through their Microsoft Teams account
- Easily updated by the team if there are new terms or language that is missing
The Bot was custom-built to be an information archive for Civicus’ new board members. It has a carousel which introduces the Board members to relevant documents for their role.
Key Features:
- Document library of organisational policies
- Instant access to Board-level documents and information
- Detailed and personalised guidance to information pertaining to their role
The results
The Bot Platform digital solutions have decreased administrative “busy work” by about half and all basic questions that would have been relayed to the operations team are now first relayed to the Bot.
- 100% improvement in documentation inconsistencies since launching Alfred. “Alfred the Bot is amazing!”.
- Travel “busywork” was reduced by half.
- Many colleagues use Lwazi as a quick easy reference and it provides very valuable guidance, especially for new colleagues.
- New seamless onboarding process for the Board Members.
Here's what they say
The Bot Platform is easy to use, intuitive, has all the options I’m looking for and integrates with all the products we currently use.
Alfred is incredibly useful because procurement is a headache for any organisation. It’s been met with fantastic feedback. It’s one of the best system changes we’ve implemented this year.
The Bot Platform has enhanced our operational efficiency and has helped with decision-making. I am incredibly impressed by the exceptional support we receive, and I find motivation in witnessing the continuous development and enhancement of the Bot Platform’s features. One notable example is the generation of reports and analytics which provides invaluable insights into user engagement, this helps us to improve on user needs and awareness.
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