With the increasing trends of technology, Robotic Process Automation ( RPA) has spread like a new wave across businesses and support services.
While the possibility for RPA is endless but it’s not quite easy to implement new technology with a solution-driven approach.
In this article, we are going to talk about “Intelligent Automation”. This article contains the excerpt from the webinar presented by Siva Juturi executive VP sales of AutomationEdge, Cindy Pauls, director of shared services, Borden Dairy, Sanyog Chaudhary, Digital transformation leader, Wipro.
In this webinar, presenters have discussed when a company or organization grows in terms of scale, customers, and employees, there is a need for automation. Besides, Cindy Pauls & Sanyog Chaudhary have shared how by using the AutomationEdge platform, their organization was able to scale their shared service center experience.
Traditionally, shared service has been for a decade but still, the shared service was slow to adopt the digital technology.
According to Mckinsey, less than a quarter of shared service organizations had started to build digital capabilities to improve the internal process of their business and create innovative products and services for their customers.
Hence, the adoption of intelligent automation is still at the early stages. However, this new technology has the potential to transform the shared services of your business but above all, there are potential pitfalls such as unclear responsibilities, lack of focus, and lack of data.
As a result, business leaders would have to create a strategic roadmap and step-wise approach in introducing these capabilities in their businesses.
How AutomationEdge is transforming the growth of Shared Service Operations?
AutomationEdge is AI-driven unified enterprise automation platform that helps in scaling the business princess by providing automation bots.
It has four components-
First is RPA software bots that mimicking human tasks for repeatable, and having high volume transaction tasks. The second is data integration capability that has ETL, big data connector, and OCR capability where we need immediate document scan to automate. The third is the intelligence part where bots are embedded with machine learning, AI, and enterprise chatbot so that bots can make judgments and take decisions for process execution. The last one is industry solutions where it provides ready adapter bots for online boarding, multiple cloud support, and intelligent automation for other IT services.
Let’s see the transformation growth of shred services through an example-
A leading dairy company Borden leverage the benefits of intelligent automation via AutomationEdge.
The company director of shared service Cindy Pauls shared how AutomationEdge has helped them in implementing AI-driven bots to smooth their work operation.
Besides, the company started with two pilot bots to understand how these two works.
For this AutomationEdge first assessed the multiple processes of the company Borden and after assessing selected a few processes that were fit for automation. The processes that were feasible for automation were Bank reconciliation, Invoice Processing, GL report processing, Message email box management, and order processing.
By employing these bots in the shared services, the Borden dairy company was able to leverage many benefits such as-
- Highest client satisfaction
- Compliance with govt. and industry regulations
- Efficiency, accuracy, and quality of transaction with zero errors and risk
- Improved business flexibility by meeting with the changing business demands
- Saved timed and cost on the order processing by saving FTE
Above all these bots took the strain of mundane tasks and enabled the operation team to focus on creative strategy for the shared services. And there was some key learning for Borden dairy as well such as-
- Small teams need more time to process with automation.
- There is a need to create a separate profile for BOTs.
- Keep the bots as flexible as possible.
- Recognize the right process automation and leave the messy one.
- Adapt the changes quickly and move forward when needed.
By streamlining a lot of processes, the dairy company Borden was able to spend a considerable time streamlining the process of automation steps. Now the company is looking forward to promoting higher skill set utilization through RPA projects and exploring other areas for leveraging automation programs.
Furthermore, Sanyog Chaudhary from Wipro has shared his automation journey with AutomationEdge. He shared the framework process, automated business process and steps to mitigate the challenges during implementation.
From the perspective of add-on technologies, Wipro starts its journey with simplification and digitalizing the process which might be conducive for automation. Once the process is assessed, the company finalizes those opportunities that can be directly automated by using the AutomationEdge platform.
“It is important to not miss out on the complex process that might need additional modules such as natural language prospective, OCR, and intelligent automation perspective and Wipro does this for a larger objective keeping in mind customer experience, larger revenue goals, and immersive experience for the customer through automation journey.” Said Sanyog Chaudhari from Wipro.
Here is the phased RPA implementation approach that is implemented by Wipro using AutomationEdge-
- Creating an inventory of all the processes SOPs and utilizing the existing information for filling the missing gaps.
- Articulating area for simplification and standardization and doing variance analysis with an end outcome of the harmonized process.
- Level mapping for the selected use cases and redesigning of the process to a new automated process with prioritization
- Development of BOTs in an agile manner with the strong testing procedure and 100% UAT before handover and user acceptance testing,
- Providing capability development training, contingency planning and exception management with workflow.
- Creating priority-wise support services for the production and smoother operations.
Hence with AutomationEdge platform, Wipro has leveraged all the benefits of automation by using a front office bot, employee on-boarding bot and business bot and Wipro is ready to implement more automation in their upcoming projects in the future.
Above all intelligent automation is the priority now for shared services for transformational growth. This exceptional technology enabling business leaders to continue the improvement in shared service with the inclusion of AI and machine learning capable bots.
Watch our webinar to learn more about intelligent automation and how AutomationEdge is helping an organization to leverage all their benefits by providing different BOTs as per organizational needs. Watch here