Client:
A multinational forestry industry group
Our role:
We developed a personal intelligent enterprise resource planning (ERP) assistant. This was integrated into our client's communication platform and in-house storage system.
Country:
Finland, Poland, Slovakia
Setting the scene
Our client was navigating a challenging ERP transformation involving over 6,000 users spread across various business areas. Thousands of new user instructions were made available in multiple languages. Users found it difficult to locate and comprehend relevant documents necessary to effectively use the new ERP system. This hampered their ability to adapt to the changes and fully leverage the capabilities of the new platform.
“This project revolutionised our client’s internal knowledge management by delivering an AI-powered chatbot embedded in MS Teams and connected to their in-house storage system. By automating access to SOPs and processing documents through a governed, searchable interface, we dramatically reduced time-to-answer, improved compliance and accelerated employee onboarding. This solution not only streamlined day-to-day operations but also positioned our wood manufacturing client as a digital innovator in the industry.”
Henri Mikkola, Senior Manager, PwC FinlandHow we helped
In collaboration with PwC Finland, we developed a tailored ERP assistant, integrated into our client’s communication platform, Microsoft Teams. allows users to ask questions about ERP and processes. and it answers based on internal documentation, always linking its sources for transparency.
The assistant, Virtual Key User (VKU), allows users to ask questions about ERP and processes and answers them based on internal documentation, always linking to sources for full transparency. VKU also enhances operations by offering multilingual support. This allows employees across Europe to interact in their native languages while reducing the need for costly translations.
As it is integrated with MS Teams, the solution eliminates the need for users to navigate a separate system. This has helped promote high adoption rates. VKU also connects seamlessly with our client’s document management system, M-Files, meaning the knowledge base remains current without additional manual updates.
VKU respects access control by providing answers only based on documents users are authorised to view, ensuring data security compliance. Additionally, the assistant improved response accuracy by asking follow-up questions to clarify user inquiries when necessary.
“Our goal with this solution was to provide all employees with a virtual colleague on hand to assist them with all questions related to company knowledgebase. We received continuous positive feedback from users on this solution. Another major goal we achieved was in streamlining our client's international operations by providing a tool that allows users to interact with diverse, multi-language materials in their native language.”
Ivan Hlavenka, Partner, Technology Solutions, PwC SlovakiaImpact and potential
Our AI-powered solution played a crucial role in ensuring a smooth ERP adoption process, making training faster and more effective for thousands of employees.
This not only led to higher productivity but also contributed to greater user satisfaction. Employees reported they felt more supported and confident in using the new system. By providing real-time assistance and relevant information at their fingertips, VKU significantly reduced the time users spent searching for answers.
