"Automa's digital empowerment enhances people's work efficiency, driving rapid business growth and playing a vital role in the new era of commercial competition", said Lewis Kennedy, Smart Customer Service Leader at Decathlon.
About Decathlon
Decathlon is a French sporting goods retailer. It supports the entire sports industry chain, from chain store operations to a comprehensive range of private label products, divided into 20 distinct brands by sport category. Whether for beginners or professional athletes, Decathlon offers sports apparel, equipment, and a variety of innovative products. Its full industry chain control model ensures high cost-effectiveness for its products.
Decathlon has successfully implemented Automa RPA technology, developing over 770 applications across customer service, operations, data, marketing, finance, and other departments. This has resulted in more than 10,000 days of labor efficiency gains. With Automa RPA, Decathlon has automated key e-commerce scenarios such as automatic refunds, logistics analysis, and review management, freeing employees from tedious tasks, improving work quality and efficiency, and accelerating the digital transformation of its e-commerce business.
Operational Statistics:
Total Applications Developed: 770+
Average Daily Runtime: 100+ hours
Significant Labor Cost Savings
Covered Teams:
Customer Service, Operations, Data, Marketing, Finance, and more
Covered Scenarios:
Tmall refund logistics analysis for shipped orders, batch invoice reminders, Tmall review management and acquisition, Tmall automatic returns, real-time traffic monitoring on Tmall
Xiaowangshen data conversion and warehousing, Alipay refund table processing, JD self-service after-sales pending receipt inquiry, Douyin video comment collection
OMS retrieval of Douyin gift order information, OMS order search and logistics inquiry, OMS associated order number search
Automated merchant confirmation for exchanges, automated reshipment creation, AG return information inquiry by logistics number
Achieved Results:
Automated processing of tedious tasks reduces repetitive work and boosts efficiency
Employees can focus more on high-value tasks, improving work quality and outcomes
Decathlon's e-commerce department has achieved digital transformation through Automa RPA, driving efficient growth and strengthening its competitive advantage
770+ business scenarios covered
100+ hours average daily runtime
62 digital workforce added
Automa Deliverables
Challenge 1: High volume of customer communication and inquiries: Customer service staff must answer a wide range of customer questions, but heavy communication demands lead to high pressure, delayed responses, and inconsistent service quality.
Solution 1: RPA robots can automatically operate chat software such as Qianniu and Jingmai to reach customers in bulk, answer various questions, and facilitate transactions.
Bulk sending customized messages
Challenge 2: Complex logistics tracking and communication: Customer service staff need to track shipment status and communicate with users to ensure timely delivery. Miscommunication or inaccurate information can result in complaints and negative reviews.
Solution 2: RPA enables real-time logistics tracking and automated communication with users. Customer service staff no longer need to manually input or query information, improve response efficiency and accuracy, and enhance customer experience.
AG return information inquiry by logistics number
Logistics information inquiry
Challenge 3: Massive data processing and analysis: E-commerce customer service must handle large volumes of order data, user feedback, and after-sales records, which is time-consuming and error-prone when done manually.
Solution 3: RPA technology automates the extraction of order, inventory, and return data, as well as data processing, cleaning, and integration, reducing manual intervention and improving efficiency.
Logistics analysis for shipped refunds
Shipping warehouse capture by logistics number