“Every once in a while, a new technology, an old problem, and a big idea turn into an innovation.”
— Inventor Dean Kamen
Robotic Process Automation (RPA) has seen exponential growth in the last few years to become a solution of choice for organizations looking to optimize efficiency, workplace productivity, and customer experience. A report by Grand View Research estimated the global robotic process automation market size at about $1.40 billion in 2019 and is forecasted to hit $13.74 billion by 2028, registering a CAGR of 34% in the period under review.
Whether you are a decision-maker, part of the sales team, or manage customer service, integrating RPA can be the best way to improve efficiency, boost employee satisfaction, cut overhead costs, and enhance customer experience.
The following are some of the key benefits of RPA integration:
Efficiency is all about taking less time to do more within the same amount of time. Bots typically operate 24/7 with no coffee breaks or holidays, which means that with RPA integration, the typical workday doesn’t end at quitting time. The RPA systems are designed to work the whole night on repetitive tasks while setting aside a few exceptional ones for human attention the following morning. Since it allows for automation of time-consuming, repetitive processes, RPA helps focus employees on more productive tasks. Ideally, fewer repetitive tasks for employees translates to more time for handling more clients, more projects, or more challenges.
To achieve high efficiency and high workforce morale, you need to assign your employees more engaging and higher-value work. Assigning your workforce tedious and repetitive tasks often lead to errors, low productivity, and diminished job satisfaction. Such tasks can be automated with RPA for companies to optimize human resources and increase efficiency and job satisfaction. Remember, a happier and more productive workforce translates to improved efficiency, stabilized staff turnover rate, and an expanding bottom line.
Unlike the manual processes that hold back the speed of service delivery, bots work at lightning speed without a break. RPA bots help streamline customer support systems for your support team to manage queries efficiently. More importantly, faster processing time on forward-facing services usually leads to happier customers. Since the inquiries can be attended to more quickly and accurately, your front and back-office staff is empowered to offer a higher quality of customer service. Essentially, RPA integration helps your team to focus more of their attention on understanding the customer needs and expectations.
One of the most significant benefits of automation is that machines don’t get distracted. Once the RPA integration is complete, manual errors are eliminated. Typically, this means that you will eliminate customer complaints about errors typically introduced through manual processes. Data entry errors are not only hard to fix, but they also injure your reputation and lead to customer dissatisfaction.
Robotic process automation provides unmatched flexibility to adapt to the type and number of tasks needed to achieve the objective of the moment. A robotic workforce is typically adjustable to time and task-specific needs. Such versatility helps even smaller enterprises to manage the unpredictable and evolving market demands.
With RPA integration, you can rest assured of a lesser risk of data leakages, misleading information, and incorrect analytics. RPA helps to see right through a set of data and get actionable and verified insights with a lesser error rate. It also enables you to collect a broader scope of data on customers and employees in areas where it is not feasible to reach with human help. A wider scope of data collection and top-notch analysis helps organizations get comprehensive insights needed to improve efficiency and boost customer and employee satisfaction.
Several office processes are ideal for RPA solutions, especially the tasks with high volume and low complexity and those that involve structured data. RPA is mostly used to automate back-office processes to improve efficiency while enabling your team to focus on crucial tasks they enjoy doing. Additionally, most organizations are also integrating RPA for front office tasks that involve repetitive tasks. The front office tasks aim at imitating human interactions through Chatbots. Because the automation optimizes the turnaround time for most processes, customers get quick feedback, thus ensuring a higher satisfaction level.
A recent Deloitte Global Survey on RPA adoption reveals about 53% of surveyed respondents have begun their RPA journey. Another 19% of respondents intend to adopt RPA in the next 24 months. If the trend is sustained, RPA will achieve “near-universal adoption” in the next five years.
Integrating RPA into business processes helps gain a better insight into what your primary business goals are. If you need help to integrate RPA as a user-friendly tool to meet your automation objectives, contact OZ today. We are a leading consulting company whose services and solutions leverage Intelligent Automation to accelerate processes and provide detailed business insights. With specialties in data analytics, artificial intelligence (AI), robotic process automation (RPA), and more, our experts can enhance technology infrastructures to provide accurate reports, inform decision making, and improve job satisfaction. Contact us today to learn more about our solutions.
Murray consults with clients to create digital solutions that align with their vision, markets, customers and products. Prior to OZ, Murray co-founded Biztegra, a digital marketing, engagement and technology agency.
He also held senior positions at some of the world’s largest digital agencies, including Razorfish and Sapient, and began his career at what is now Accenture. An IASSC Certified Lean Six Sigma Yellow Belt™, Murray earned his B.S./B.A. in computer science and finance from the University of Florida.
OZ is a consulting and technology solutions leader focused on increasing customer engagement & operational excellence by leveraging Intelligent Automation.