Salient Process | Case Study: Enhance Licensing Compliance with IBM watsonx Assistant, ODM and BAW

Dale Dixon

CIO, Better Business Bureau

Client Overview

The Better Business Bureau (BBB), founded in 1912, has been a respected leader in ethical business practices, bridging trust between consumers and businesses for over a century. Known for its accreditation process that fosters credibility, BBB has traditionally relied on this to generate revenue and maintain marketplace integrity. However, with a growing need for digital modernization, BBB recognized it was time to evolve its operations.

Challenge: Modernizing Processes for Efficiency and Cost Savings

Despite its longstanding authority, BBB faced challenges due to outdated technology and manual workflows:

Outdated Technology: Legacy systems slowed down internal processes, making it difficult to keep up with growing demands.
Manual Tasks: Accreditation agents were burdened with time-consuming, repetitive work, such as manual data searches to verify licensing requirements.
‍Complex, Decentralized Data: The accreditation process was complicated by a large and fragmented system of licensing information across various industries and regions. This setup was challenging to manage and update, resulting in inefficiencies and an increased risk of errors.

These obstacles led to increased processing times, rising costs, and limited scalability.

Solution: AI-Driven Automation and Data Transformation

To address these challenges, BBB partnered with Salient Process and implemented AI-driven solutions using IBM Watson technology. This comprehensive digital overhaul included:

watsonx Assistant: Automated the initial data collection process, guiding agents through required licensing details and ensuring accurate information capture.
ODM Decision Service: Powered by structured decision rules, this tool provided instant access to precise licensing links or contact details, minimizing manual searches.
Data Structuring with ODM: Replacing a complex spreadsheet system with ODM-enabled structured tabs significantly streamlined data updates and reduced administrative load.
Integrated Automation Tools:
- Business Automation Workflow (BAW) to streamline lead management.
- Robotic Process Automation (RPA) for automating lead generation and CRM integration.
- watson.ai for intelligent document processing, enhancing productivity.

Outcome: Efficient, Scalable Accreditation System

By implementing these solutions, BBB saw impressive results:

Time and Cost Savings: Automation saved approximately 1.5 million dollars annually, freeing up agents to focus on strategic work.
Enhanced Data Accuracy: Transitioning to an ODM framework reduced errors and improved real-time data reliability.
Seamless System Integration: The new system was deployed within a week, integrating seamlessly with existing platforms.
Improved User Experience: Agents accessed licensing details faster, while stakeholders benefited from quicker accreditation processes.

Conclusion

‍

This transformation, powered by AI and automation, has revolutionized BBB’s operations, allowing the organization to achieve significant cost savings while optimizing workflows. With this scalable, AI-driven solution, BBB can continue to build trusted relationships and advance its mission of promoting marketplace integrity well into the future.

Company:

Better Business Bureau

Industry:

Business Accreditation

Objective:

Time and cost efficiency

Project Duration:

Since October 2023 - Ongoing

Solutions:

BAW / RPA / ODM / watsonx.ai / watsonx / Watson Discovery

Dale Dixon

CIO, Better Business Bureau

Enhance Licensing Compliance with IBM watsonx Assistant, ODM and BAW

Dale Dixon

Client Overview

Challenge: Modernizing Processes for Efficiency and Cost Savings

Solution: AI-Driven Automation and Data Transformation

Outcome: Efficient, Scalable Accreditation System

Conclusion

Company:

Industry:

Objective:

Project Duration:

Solutions:

Dale Dixon

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