Surge in external contractor change requests overwhelmed manual processes, strained workforce, and increased errors.
A leading manufacturer of forestry, construction, and agricultural equipment faced a significant challenge following a surge in external contractor change requests. Existing processes relied heavily on manual, repetitive tasks, which contributed to operational inefficiencies, bottlenecks, and human error. The company needed a solution that could quickly scale to meet fluctuating demand, allow its workforce to focus on strategic initiatives, and achieve its corporate goal to innovate, automate, and drive cost savings through minimized transactional work.
A scalable Digital Worker bot implemented and managed by KellyOCG to automate four contractor change request tasks.
KellyOCG® partnered with the company and quickly identified an opportunity to automate key processes by implementing an attended robotic process automation (RPA) solution, or Digital Worker, that transformed manual contractor management into a streamlined, global operation.
The Digital Worker, called Adelaide Doe, was introduced to handle four types of contractor maintenance request: extensions, closures, manager changes, and cost center changes. KellyOCG worked closely with internal stakeholders from IT, security, HR, and legal to align with corporate standards and compliance regulations. The Digital Worker integrated seamlessly into Kelly® Helix — our AI-driven tech platform that provides a comprehensive, single-entry point for workforce management, insights, and talent engagement — allowing us to expertly manage the bot’s daily operations.
An average 96% success rate, 1,000 contractor change requests processed quarterly, 69% of U.S./Canada contractor change requests automated, and reduction in transactional work.
In its first quarter, the Digital Worker automated 48% of the four contractor change request types. In the same quarter, the solution processed 1,500 transactions, bringing total automation to 69% of all U.S./Canada contractor change requests. Around-the-clock availability meant requests no longer had to wait until business hours — improving turnaround for hiring managers. The RPA maintains a 96% success rate, significantly reducing errors and time spent on rework.
The Digital Worker now processes nearly 1,000 U.S./Canadian transactions quarterly: work that previously required manual effort and created bottlenecks. With routine tasks automated, employees shifted focus to higher-value strategic initiatives — improving both productivity and satisfaction. Impressed with the results, the client requested expansion to 15+ additional countries across Europe and South America.
KellyOCG also added a bulk upload feature to handle high-volume transactions, eliminating a manual pain point during peak periods. By minimizing transactional work, the solution delivered measurable cost savings while improving accuracy, efficiency, compliance, and user experience — metrics that matter deeply to both operations and leadership.