Problem Statement

Data aggregation was abruptly blocked due to the introduction of a Multi-Factor Authentication (MFA) layer, leading to product downtime and a potential 23% impact on revenue.

Context

In the Order to Cash lifecycle of a B2B transaction, Robotic Process Automation (RPA) bots automate data aggregation from end-customers. Click Here to learn more about the Order to Cash process.
RPA bots are designed to aggregate data from two main sources:
- Websites
- Emails
The websites from where data was aggregated were hosted by the end-customers of our clients who were predominantly retailers since our clients were in the CPG (Consumer Product Goods) category.
Based on volumes, there were around 7 website portals where bots aggregated around 75% of the overall data in a specific timeframe.
Out of the 7 website portals one of them contributing to 23% of the overall data volume was impacted due to the introduction of an MFA (Multi Factor Authentication) layer leading to break in the automation workflow.

Impacted Stakeholders

Stakeholder	Impact
CFOs and Finance Executives	Delayed cash flow visibility, affecting forecasting accuracy and operational decisions.
High-ARR Clients	Reduced confidence due to delayed financial reconciliation and automation process failures.
Product Support Teams	Increased volumes of support tickets, operational delays, manual intervention workload and damage control on the downtime

Challenge

<aside> ⚠️

The RPA solution, which previously enabled seamless data extraction, was now incompatible with MFA-protected website. This incompatibility resulted in:
- Data aggregation blockages, leading to incomplete and delayed financial reconciliation.
- Increased manual intervention, significantly impacting operational efficiency and team workload.
There were no workarounds to be implemented to overcome the MFA layer leading to a complete stall in data aggregation.
Stalled critical financial workflows, eroding confidence among high-ARR clients and increasing the risk of customer churn.
Revenue loss due to downtime, jeopardizing strategic growth goals and overall ARR stability. </aside>

Business Requirement

Reliable Data Aggregation: Restoration of the data-aggregation through a reliable
Revenue Stability: Prevent further revenue loss by restoring trust and functionality for high-ARR clients.