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UiPath
Coop SwitzerlandCoop Switzerland Uses Document Understanding for IT Service Requests
Coop Switzerland, a consumer staples organization in Switzerland, uses Document Understanding from UiPath to support IT service management for IT and employees.
Coop Switzerland uses Document Understanding to take incidents and requests through a single workflow instead of email chains.
“Inside Coop Switzerland, IT service management used to depend on whoever still had the latest file.”
“IT and employees needed a system that would still make sense after the original project team moved on.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | IT and employees work from the same Document Understanding record for IT service requests |
| Capability | IT service requests can be reviewed without waiting on a personal export |
| Capability | Named workflow replaces ad hoc routing for IT service requests |
Story
Inside Coop Switzerland, IT service management used to depend on whoever still had the latest file. That pattern is common in consumer staples groups working out of Switzerland. IT and employees needed a system that would still make sense after the original project team moved on.
Coop Switzerland uses Document Understanding from UiPath as the working layer for IT service requests. UiPath provides robotic process automation and AI agents so companies can automate repetitive desktop and back-office work. The practical change is simple: IT service management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Coop Switzerland gets from UiPath is a durable place to run IT service management and a way for IT and employees to see the same IT service requests at the same time.
