RPA is a technology that automates routine and repetitive tasks, allowing organizations to free up valuable resources, reduce operational costs, and increase efficiency.
In the age of digital, customers expect fast and seamless services that are delivered with accuracy and consistency. This means that we need to find better ways to automate repetitive tasks, optimizing processes to deliver a better customer experience. Besides that, the transition to remote working has also meant that organization need to find ways to maintain their service quality and productivity in a hybrid-working environment.
Robotic Process Automation (RPA)
RPA is an emerging technology in recent years, that is essentially the combination of lots of different technology solutions. AI-enabled, it can help your business automate tasks and processes, resulting in improved efficiency, productivity, and customer experience. This could be anything from a HRM, CRM, ERP or Fintech system to smaller specific tasks in applications to execute business needs.
What are the benefits?
RPA offers the potential to enhance employee productivity by reducing their workload, allowing them to devote their time to more valuable tasks. This leads to increased employee satisfaction and improved service delivery to customers. Additionally, RPA aids in minimizing errors and ensuring consistency, leading to a more precise and consistent customer experience. Finally, RPA enables businesses to maintain their service quality and productivity even in a distributed environment, thereby supporting remote work.
From my point of view, the best part about RPA is that it has developed a long way, and the cost is totally reduced. It is now accessible to any business, any size, any budget, that wants to add business value, improve customer experience, happier workforce, satisfy customers, and more valuable business.
RPA & Business Process Service (BPS)
The outsourcing of business processes has long been part of the armoury of organisations around the world – realising cost efficiencies and freeing up internal resource by having a third party service provider perform certain labour intensive processes on their behalf, such as data processing, claim processing, finance and accounting, customer service, and other back office activities.
Increasingly, these processes can be automated through robotic process automation (RPA), either running internally or wholly outsourced and managed by the third party.
RPA & Business Process Automation at NashTech
At NashTech we call automation-enabled outsourcing (AEO). This is a blend of automation and human analysis that seeks to unlock the benefits on both sides for clients: the speed and cost efficiency of automation, supplemented by human judgement where needed.
We apply RPA to enable task automation previously done by humans, applying the automation of repetitive and rule-based processes. The platform means that pre-existing solutions can be adapted to specific cases, so that work doesn’t have to start from scratch each time – saving clients time and money. With AI-enabled, we also can support stubborn processes that are partly repetitive or repeatable but are hard to automate because they contain significant amounts of unstructured data or are short-lived and intermittent.
An example of this in action is work that we perform for a global electronics manufacturer. They have a need for thousands of invoices that are issued on their behalf by distributors to be checked monthly to ensure goods are being properly invoiced with the correct discounts or promotion schemes applied. Through UiPath technology, we can ingest all the invoices and run them through our automated solution. But given the unstructured format (free text invoices) and exceptional cases, there is a need for some items to be checked further by our human team. Without automation, the task would take a team of people potentially thousands of hours; without people, the automation may not pick up on certain outliers and anomalies. Working together, a solution is possible which provides high accuracy in very short turnaround times. This client saw a reduction in human effort of over 90% with accuracy of 99.8% through the solution delivered.
Attended bots and Unattended bots to deliver a process
It really is a case of ‘human meets machine’. Another use case is for a financial services organization to help with the processing of customer applications for their products. The applications contain large amounts of data that can be processed but also require human decision-making as to whether to approve them or not. We have built automation solutions through RPA where a bot scans the applications and ingests the data. The bot will highlight those cases that may contain exceptions or potential anomalies – which our human team can then analyze in more detail and make a suggestion for the client to review.
Get in touch
We would be delighted to talk to you about how automation-enabled outsourcing may be able to help your business and demonstrate our capabilities so you can see how human meets machine. Get in touch at Business Process Solutions