Process Automation of EPR Creation Process

A mid-size team managed the manual processing of approximately 600 EPRs per month. Multiple business users were involved in checking and creating the EPRs as the process was complex and needed multiple validations and authorizations. The manual process required 5-7 minutes per EPR, which was not too high, however this process involved a lot of data entry and was error prone.

Business Challenges

• Data Entry Errors: Manual data entry errors during EPRs Creation in Sabre, which lead to considerable rework and fixes that caused process delays.
• Inefficiency: Manual pre-checks before creating the EPRs were time-consuming, this also meant validating documentation and ensuring the right information is entered.
• Lack of Visibility: Delayed outcomes due to manual validations, this caused breach of internal SLAs and also led to lack of visibility to the management.

Solution Highlights

• The AHT has been reduced to 52 seconds with the implementation of Sabre And ServiceNow APIs integration with UiPath for creating and deleting EPRs.
• The process uses graphical API to share the temporary passwords with the EPR holders
• All Personally Identifiable Information (PII) involved in the process is excluded from logging and handled in encrypted form to ensure data security.
• All Created EPRs are stored in a SharePoint file along with the service now request details using graphical API.

Business Outcome

Transaction time reduced from 5-7 minutes to 52 seconds, resulting in 80–95% reduction in manual effort and 90% elimination of repetitive data entry. Accuracy improved from 85% to 99%, ensuring faster, reliable, and consistent. The SLAs improved significantly and management teams had good visibility in the status of the process.