Robotic Process Automation: Your Engine for Growth

Article originally published on February 21, 2017 and is being republished as part of PPT Solutions’ ongoing “Throwback Thursday” series.

Robotic Process Automation:
Your Engine for Growth

Dennis Weikle, PPT Solutions

Enhancing performance, lowering costs and delivering value through process automation

The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry-best value to their customers. With the emergence of new technologies and our changing geopolitical environment, it is shaping to be an instrumental year for automation. As companies are more likely to be taxed for outsourcing jobs overseas, a new reality will surface requiring the use of a more expensive domestic labor force. This shift will force all companies to scrutinize their labor practices, resource allocations and process effectiveness. While Business Process Outsourcers (BPO) will be most impacted, it will be imperative all companies reevaluate their operational processes and seek automated solutions to ensure maximum corporate efficiency.

Article originally published on February 21, 2017 and is being republished as part of PPT Solutions’ ongoing “Throwback Thursday” series.

Robotic Process Automation:
Your Engine for Growth

Dennis Weikle, PPT Solutions

Enhancing performance, lowering costs and delivering value through process automation

The success of any business is dependent upon sound economics. Successful companies are continually seeking opportunities to reduce spend, enhance performance and streamline operations – all while simultaneously delivering industry-best value to their customers. With the emergence of new technologies and our changing geopolitical environment, it is shaping to be an instrumental year for automation. As companies are more likely to be taxed for outsourcing jobs overseas, a new reality will surface requiring the use of a more expensive domestic labor force. This shift will force all companies to scrutinize their labor practices, resource allocations and process effectiveness. While Business Process Outsourcers (BPO) will be most impacted, it will be imperative all companies reevaluate their operational processes and seek automated solutions to ensure maximum corporate efficiency.

While there’s no single solution to optimizing your efficiency and bottom line, Robotic Process Automation (RPA) is an efficient and often immediate way to accomplish what appears to be an impossible challenge – enhancing performance, lowering costs and improving quality while delivering maximum customer value. RPA is the use of software with artificial intelligence (AI) and machine learning capabilities to process high-volume, repeatable tasks that previously required a human to perform. Installed on a server, “robots” perform routine business processes by mirroring the ways by which humans interact with technology applications. By automating routine and standardized employee tasks, it provides companies with a more intelligent use of resources and, most critically, a broad spectrum of compelling benefits.

Cost Savings

Implementing a RPA solution enables 24/7/365 operational functionality at the cost fraction of a human. Through work process automation, administrative costs are reduced immediately and no additional back office resources are needed. While implementation of RPA does require an upfront financial investment, the cost is more than justified as a result of the overall increase in efficiency, enhanced productivity and reduction of human errors.

Advanced Analytics

Embedding technology within any enterprise infrastructure function enhances the ability to predict future outcomes and optimize business processes. Through the use of Robotic Process Automation, operational processes can be measured, assessed and improved based exclusively on your performance data. Troves of data can be leveraged to fine tune processes and identify process gaps. By creating a continual and constant data-driven feedback loop, higher levels of efficiency can be realized that quite simply cannot be achieved with human operation. Last but certainly not least, the use of automation ensures 100% compliance of data-driven regulatory standards (HIPPA, PCI, etc.).

Improved Performance, Efficiency, Quality and Reliability

Quality and reliability is particularly difficult when considering the front-line Customer Experience. Let’s face it. Every company has routine and mundane tasks that require speed and accuracy but can be accomplished without decision-making abilities. It’s imperative that these tasks are completed correctly and timely but, unfortunately, it’s these same tasks that are most subject to human error. One of the primary benefits of RPA is to eliminate repetitive functions too often held to the responsibility of human workers. Robots are consistent, tireless and unaffected by the mundane. Robotic tasks and workflows are much more streamlined and efficient while ensuring 100% accuracy and availability. RPA also enables employees to be more available to apply their skills and experience toward core business objectives that drive innovation and growth.

Information Technology Independence

A significant advantage of RPA integration is it does not require Information Technology (IT) resources. In today’s modern business environment, corporations are less willing to sponsor and fund large IT projects that required programmatic integration within enterprise-wide systems and applications. Look no further than the success of Software as a Service (SAAS) solutions such as Salesforce, Zendesk, GoToMeeting, Slack, Workday and others. All of which have had tremendous success due to their ability to be deployed with very limited technology support. Similarly, Robotic Process Automation bypasses the IT department through its “Presentation Layer” integration approach. Its centralized engine is trained to communicate and operate with existing applications at the desktop level, not the back office, so automation rules and workflows can be defined by anyone.

The future is now.
With the emergence of Artificial Intelligence, it’s undeniable that robots and the new economy of technology automation are already shaping the world around us. Successful companies hoping to remain in the forefront of service and care must challenge themselves to determine how to identify, develop and support Robotic Process Automation in a manner that does not compromise their holistic Customer Experience strategies. Integration often includes business reorganization as a necessary means of adapting to the wave of business-enabling technologies and identifying where in the organization RPA can be most effective. While Back Office support areas and other process-dependent departments are optimal for robotic automation, companies are best served to comprehensively evaluate other micro-level applications throughout their enterprise. An RPA Professional can assist in determining those processes best suited for automation, implementing an enterprise solution and ensuring you are receiving the maximum value on your investment.

Robotic Process Automation will play a significant role in the automation of Customer Experience and be a key driver of our service culture moving forward. Watch for incredible changes in the next several years as enhanced technical capabilities are developed and delivered exclusively for the business organization, not the Information Technology department. Look for the role of IT to change as companies re-think their technology relationship with the business organization. And lastly, look for a new domestically-focused economy concentrating on internal job growth – optimized through process automation.

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