Scaling Customer-Centric Automation: How Movers.com Transformed Lead Management and SLA Compliance with UiPath RPA

Volume 15 No 4 (2017)

Karthik Kapula

DOI: 10.48047/nq.2017.15.4.1151

Abstract

Movers.com revolutionized its operations by deploying UiPath’s Robotic Process Automation (RPA) platform to optimize lead management, vendor onboarding, and SLA tracking. Initially focusing on automating data ingestion from web forms, the initiative rapidly expanded into a scalable automation ecosystem integrated with CRMs, APIs, and legacy systems. By leveraging intelligent document processing and rule-based workflows, Movers.com achieved a 75% reduction in lead processing time and a 90% improvement in vendor SLA compliance. The adoption of low-code tools empowered business users and fostered a culture of innovation, enabling sustained process improvements. This case study highlights how customer-centric automation can drive operational excellence and growth in digital marketplaces.

Keywords

RPA, UiPath, Lead Management, SLA Compliance, Automation, Digital Marketplaces, Intelligent Document Processing, CRM Integration, Low-Code Tools, Business Process Automation, Customer-Centric Automation

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