The client struggled with a massive administrative workload and costly inefficiencies due to manual, error-prone processes. A key challenge was the difficulty of detecting and resolving data duplication across multiple separate systems, a problem that required a more advanced solution than traditional methods.
Reduction of back-office costs through automation and AI.
Client CountryGermany
- Client typeSME
- IndustryInformation & Communication Technologies
- Application areasArea Agnostic
- AI technologiesAI Agents & Task Orchestration, Conversational AI (chatbots, voicebots), Generative AI, Large Language Models (LLMs), Natural Language Processing (NLP)
- Business impactsEmployee Enablement & Productivity, Operational Efficiency & Cost Savings
- Data typesDocuments / Semi-structured Data, Structured Tabular Data, Textual Data
- Delivery modelsService / Subscription
- DeploymentsCloud
- Key capabilitiesConversational & Language Interaction, Generative Content & Synthetic Data
- Project stagesScaling / Expanded Implementation
- Solution formsConversational Interface, Web Portal / Dashboard
Solution Description
Problem description
Solution
The solution involved creating a unified, automated database that centralized all administrative data. This system used AI-powered validation to automatically prevent data duplication. It also automated employee onboarding and other back-office tasks, which significantly reduced the need for manual work and improved overall efficiency.
Main Users of the Solution
The main users are administrative staff, back-office personnel, and HR teams.
Technologies used
Make, Airtable, AI Foundational Models
Additional services
- Identification and prioritization of suitable use-cases
Implementation
Project Owner on the Client's Side
Head of functional/operational unit
Participation on the Client's Side
- Business / Product Owner
- Domain / process experts
- Data & ML specialists
- End users
Form of Supplier Involvement
Technical support / consultation only
Operation and Maintenance
Operational Model
Internal team
Impact and Results
Qualitative Benefits
The solution’s implementation significantly improved the quality of administrative processes by eliminating human error and ensuring data consistency. A centralized, reliable database improved information access, leading to more effective decision-making. The change also boosted the employee experience, freeing up staff from routine, monotonous tasks so they could focus on more strategic activities.
Quantitative Results
Cost Savings: The client saved €125,000 annually in back-office costs. Workload Reduction: The administrative workload was reduced from the equivalent of three full-time employees to just half a person’s time.
Lessons Learned and Recommendations
Key Success Factors
The project’s success stemmed from clearly defining the business problem (high administrative costs and workload) and selecting the right technology. Using the Make platform to build a unified database with AI-powered features was key to solving the issue efficiently.
Recommendation for Others
Identify a measurable problem: Focus on a specific business challenge with a clear opportunity for savings or efficiency gains. Utilize modern platforms: Consider using flexible low-code/no-code tools that allow for rapid implementation. Involve process experts: Success depends on the deep knowledge of your internal processes.
