Introduction: precision without the pressure

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Microbiologics is the world’s leading provider of biological reference materials, serving laboratories in over 140 countries. In this industry, precision is critical. But for the Customer Experience team, maintaining that precision manually became a daily struggle. Balancing urgent shipping cut-off times with complex inquiries left the team constantly racing against the clock. They needed a way to relieve the pressure without compromising on quality. The result? A transformation that slashed order processing time by 80% in record time.

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The Challenge: beating the clock & the risk of error

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The daily reality for the team was intense. Before Workist, the order process was entirely manual. This created a bottleneck where speed often competed with the need for absolute accuracy.

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"Our main challenge was managing customer orders, and ensuring that they were processed in a timely manner, to meet daily shipping cutoff times, all while trying to balance all other inquiries." - Ashley Ramseth, Customer Experience

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The high-pressure environment also increased the risk of mistakes. As Ramseth explains, manual entry left "a lot of room for just human error, mistyping something, or entering in the wrong quantities." For Microbiologics, eliminating this risk was just as important as saving time.

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The Solution: a digital colleague you can trust

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To solve these challenges, Microbiologics didn't just look for a static tool; they looked for an intelligent automation partner. They introduced the Workist AI Agent to work side-by-side with the staff as a true "digital colleague."

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The onboarding was structured to ensure confidence from day one. "The implementation actually went smoothly," recalls Bayo Akintola, Manager Customer Experience. Through regular meetings and clear stages, the team quickly moved from manual typing to trusting the AI's output.

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Today, the Agent handles the heavy lifting: automatically extracting, validating and transferring order data into the ERP. This allows the human team to step back from data entry and focus on validating information only when human judgement is needed.

Business Impact: rapid time-to-value in three months

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The most striking aspect of this collaboration is the speed of impact. The team started using the agent in July, and by October, the efficiency gains were already massive.

Bayo Akintola highlights this rapid turnaround: "Since actual use of the Workist agent, which we only started using in July, as of October, total saving time is 80 percent, and we also save 12 working days that we would have needed without the Workist agent."

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Resilience in Action

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This efficiency brings a new level of resilience to the department. In one instance, on a day where only two associates were available to work, the team managed to stay completely caught up—a workload that would have been impossible to handle manually.

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Evolving the Role

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By lifting the administrative burden, the AI Agent has empowered the team to evolve their role. They are no longer just processing orders; they are satisfying customers. Thanks to the new capacity, Akintola notes, "we're now able to incorporate additional duties that we have to do [...] even in a faster manner."

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The verdict is clear. As Ashley Ramseth sums it up:

"I truly believe that Workist has become an essential part of our day-to-day work."