Many automation and optimization clients are always left impressed and out of breath just imagining how their businesses can turn around with simple and little changes that can be brought about with automation and yet automation itself has never been as simple…

There are always quick changes an organization could implement, yet the true value and benefits of process optimization and automation initiatives have largely been impossible or difficult at best to achieve in the service industry without a major revamp, overhaul or outright replacement of legacy IT systems. However there has always been something missing in the service industry transformation toolbox. A reliably quick, efficient and cost-effective way to automate processes.

Thankfully, RPA has come onto the market to bring about unimaginable potential for process efficiencies.

RPA supplements and strengthens the ability to get the best out of BPM initiatives by providing the tools and means to bring about quick automation.

RPA is not a classic case of “man versus machine”, but more, a case of “man with machine”. It brings about previously unachievable efficiencies that boost the ability to meet customer needs and demand way faster than ever. With a single software bot performing 20 to 30 minutes of human work in a minute or less, now we can better use the human mind to provide value to the business through rich and decisions intensive processes rather than mundane tasks. RPA supplements and strengthens the ability to get the best out of BPM initiatives by providing the tools and means to bring about quick automation, high efficiencies, and elimination of waste inherent in dull, routine, and ordinary tasks.

Often, we recommend automation of transactional processes, integration of multiple disparate systems, elimination of non-value adding processes, filling the gaps within current systems and a host of other seemingly innovative ideas on how to bring about customer centric processes. Apart from the prohibitive cost of such an exercise, and assuming the abundance of budget, (which of course is never the case), mixed levels of success have been achieved for multiple reasons. Legacy systems are no mean feat to revamp, let alone replace, and cases of a severe business disruption are not a rarity. Even in cases where newer and revamped integrated systems are implemented with greater success, (again assuming full integration is achievable), it is never fast enough to keep up with the fast-changing customer landscape, the digital evolution and competitor pressures.

But that, we can now put behind us. Software robots are here, and they are here at our service. Where we previously needed to add more people to cater for systems deficiencies, the bots are here, where we previously needed huge IT investments for systems integration, the bots are here, where we took hours and hours to clear backend process backlogs, the bots are here, where it took several years to improve customer service, the bots are here and where we committed valuable human minds to dull, repetitive manual processes, the bots are here and they are here at our service.

The quick, efficient and reliable way to automate processes is here. The new term in town is Robotic Process Automation, RPA, and it’s a software robot… If you ain’t met RPA yet you ain’t met the beauty of business process efficiency. Contact us to discuss how we can use RPA and the digital workforce to address your process problem.

In Part 2 of this series I will detail how service organizations can automate faster, deliver better service and stay ahead of competition using RPA.


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ISB Optimus is a specialised business process management services & professional services firm. This encompasses solutions such as Robotic Process Automation, cloud integration software & iPaaS technology.