Saving Over USD 5.5 million by Outcreating Enterprise Productivity with GenAI and Intelligent Automation for a Consumer Products Manufacturer

Our Client

Our client is a North America-based consumer products manufacturer operating across supply chain, customer service, repair, and direct-to-consumer channels. Facing increasing competitive pressure, shipping delays, and inefficient manual processes, the organization sought to modernize operations, improve customer experiences, and unlock new growth opportunities through automation and AI.

Industry Trends

Consumer products companies are increasingly leveraging Generative AI, intelligent automation, process mining, and digital engagement platforms to improve operational agility and customer satisfaction. As customer expectations for faster delivery, seamless service, and personalized experiences continue to rise, organizations are investing in automation-led operating models that reduce manual effort, accelerate fulfillment, and enhance end-to-end visibility.

Industry leaders are moving beyond isolated automation initiatives toward enterprise-wide automation ecosystems that combine AI, RPA, analytics, and customer engagement technologies for intelligent process automation that drives measurable business outcomes.

Challenges

Some of the key challenges the client faced included:

• Manual and Inefficient Supply Chain Operations:
  Legacy, process-intensive workflows created bottlenecks across shipping and distribution operations, impacting order fulfillment speed and customer satisfaction.
• Slow Repair and Service Turnaround:
  Customers experienced delays in product repair and support processes, affecting overall experience and brand perception.
• High Volume of Customer Support Interactions:
  Customer service teams were burdened by repetitive inquiries that increased operational costs and limited scalability.
• Limited Visibility into Automation Opportunities:
  The organization lacked a structured framework to identify, prioritize, and measure automation initiatives with the highest business impact and return on investment.
• Expanding Direct-to-Consumer Channels:
  The client sought to strengthen customer engagement and create new revenue opportunities through digital-first and self-service experiences.

LTM's Solution

LTM partnered with the client to establish an intelligent automation-led operating model that transformed business processes across supply chain, customer service, repair operations, and digital commerce. Key aspects of the solution included:

• Automated various business processes: Using the Novigo ROI Framework, we conducted process assessments to identify and prioritize high-value automation opportunities.
• Streamlined and automated workflows: The transformation leveraged a combination of Generative AI, Artificial Intelligence, Robotic Process Automation (RPA), Process Mining, Chatbots, Voicebots, and AR/VR technologies to streamline workflows and eliminate manual interventions.
• Touchless ERP operations, automated shipping and repair workflows: This automation and AI-enabled service support capabilities that reduced dependency on manual processes.
• Intelligent chatbots and voicebots: These were introduced to handle customer interactions, resolve common inquiries, and guide users through service requests.
• Optimized operations and customer engagement: To further optimize operations, we deployed Celonis process mining to analyze and improve order-to-cash processes, uncover workflow inefficiencies, and identify continuous improvement opportunities. The program also helped strengthen direct-to-consumer engagement by delivering intelligent digital experiences that improved customer accessibility and generated new sales opportunities.
• Scalable automation ecosystem: The solution resulted in a scalable automation ecosystem that connected people, processes, and technology to drive enterprise-wide productivity and business growth.

Business Benefits

The intelligent process automation solution delivered a wide range of benefits for the client including:

Enterprise Productivity & Efficiency:

• Delivered 32% improvement in productivity and employee efficiency across business operations.
• Automated over 55 business processes, significantly reducing manual effort and operational complexity.
• Enabled continuous process optimization through AI and process-mining insights.

Faster Fulfillment & Service Delivery:

• Achieved 3x faster shipping and repair processing, improving customer experience and operational responsiveness.
• Reduced process bottlenecks and accelerated order-to-cash execution.
• Improved workflow consistency and service reliability across functions.

Cost Savings & Operational Excellence:

• Over USD 5.5 million in cumulative business savings.
• Delivered recurring productivity gains through automation-led execution.
• Reduced operational overhead while improving process scalability.

Workforce Optimization:

• Saved between 3,000 and 7,000 hours every month through intelligent automation and process digitization.
• Allowed employees to focus on higher-value activities rather than repetitive manual tasks.
• Improved collaboration and efficiency across business teams.

Enhanced Customer Experience:

• Reduced customer helpdesk call volumes by 23% through chatbot-led self-service support.
• Processed more than 1.4 million customer interactions through intelligent conversational platforms.
• Improved customer responsiveness and service accessibility.

Revenue & Digital Growth:

• Enabled chatbot-assisted product sales valued at USD 0.41 million.
• Expanded direct-to-consumer engagement opportunities through digital channels.
• Established a foundation for scalable customer acquisition and revenue growth.

Conclusion

LTM helped the client transform fragmented, manual operations into an intelligent, automation-driven enterprise. By combining Generative AI, RPA, process mining, conversational AI, and digital engagement technologies, the organization significantly improved productivity, accelerated fulfillment and repair operations, reduced support costs, and enhanced customer experiences.

More importantly, the transformation created a scalable digital foundation that enables continuous innovation across supply chain, customer service, and commerce operations. With intelligent automation embedded throughout the business, the client is now better positioned to respond to market demands, improve operational agility, and drive sustainable growth in an increasingly competitive consumer products landscape.