WHITE PAPER

Robotics Process
Automation
- A Drive to Business Transformation and
Improved Customer Experience

September 2018
Author: Manoj Soni
Imagine there is a process
improvement which increases its
productivity by 1,000% or much more.
Reducing cycle times or slashing
operations costs by at least 50%,
picture boosting customer satisfaction
by 20% practically. Executives are
faced with the need to satisfy
increasingly demanding stakeholders
and customers-while minimizing the
cost of operations. This is the reason
that several organizations are today
leveraging the power of Robotic
Process Automation (RPA).

“Robots” are the software routines

which can be programmed to use
business applications to collect,
read/understand, and execute new
data entry activity with respect to
business rules. Moreover, robots act
like a well-trained employee. Every
robotic routine appears to be a
hyper-fast user, performing keyboard
and mouse-driven tasks, 24/7 with
zero error rate.

Robots in any industry that rely on

customer satisfaction and human
touch may send shivers down some
spines. However, RPA is ideal for
various processes such as managing
vendor, collecting information from
multiple applications, and client master
data records. Robotic Process
Transformation (RPA) is a process
which holds together human and
virtual agents with customers during
every process, giving a faster,
higher-quality and more effective
customer experience. Any repetitive
process which is rule-based might
benefit from the relentless accuracy of
a robot.

RPA provides much more than

productivity and cost benefits, and
provide a competitive and
transformative edge in customer
service.

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 Why Robotics May Be
the Upcoming Industrial
Revolution
RPA is a software platform that integrates along
with any IT application or website to perform
typical rules-based work, which means that it
can easily interface with existing systems,
irrespective of their base technology. Moreover,
it navigates through the UI of an application in
the same way as a human would. RPA
regenerates data entry and human decision
making using a virtual keyboard and mouse, as
well as controlling applications through the
existing commands of legacy systems which are
already in place.
Several organizations are global, with typical
systems, regulatory requirements and diverse
language, and there is a crucial need for data
security, regulatory compliance, accuracy, and
risk mitigation. Although the trend toward robots
and Artificial Intelligence is obtaining a lot of
buzzes, existing capabilities does not eliminate
the requirement of human intelligence and
oversight. Moreover, robotic agents are not
needed to decide how best to process an item;
rather they require controlled and defined
procedures with business and tolerance
exceptions, and expert team members handling
those exceptions.
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And the employees need lower service costs,
faster cycle times and greater accuracy. Thus,
RPA can be leveraged to acquire these benefits
without sacrificing customer benefits through six
ways:
Robots should be used to Focus
on People
Today’s customers expect convenient access,
personalized service, and instant answers. In the
case of any processing issues, they do not prefer
to wait for days for someone to work through
the backlog to get to it, rather they want a “real”
person to handle their issue.
RPA handles various issues, first by linking
disparate applications into one transparent
system and then by eliminating human error. A
task that might take a human ten minutes may
take a robot a couple of minutes or less and the
robot always sends the acknowledgment to the
customer, accounting, sales representative and
any other department. Therefore, customer
experience is accomplished smoothly, quickly
and with the satisfying assurance of equally
good service.
Another important benefit, it can shift staff that
has handled those processes manually to more
valued work which requires strong
decision-making, complex interpretation, and
personalized customer interaction.
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 A single robot can automate three to twenty
FTEs anywhere, and it totally depends on the
complexity of the process and speed of the
systems. Enhancement of customer experience
through convenience, 24/7 responsiveness and
speed of RPA can lead to its competitive
advantage.
Harnessing Robotic Efficiency to
Human Intuition
Devoting more time to valuable activities gives
employees a better sense of job satisfaction.
It provides a satisfying long-term career outlook
to the employees.
RPA can understand the requirement of support
and ongoing maintenance. To make sure that
the bots run smoothly, they are undergone
through a quality control check in a consistent
manner. If the robot picks up the data from
somewhere and then enters it somewhere else,
and if it is left unchecked then it will create a
negative impact on the customer experience.

As per the Institute of Robotic Process

Automation (IRPA), out of every 100 steps, a
human is likely to make 10 errors. Most
employees hate the tasks which make them
bored or the tasks which are repetitive; the
more bored they are, they are likelier to search
for another job. This leads to two biggest
challenges, finding qualified staff to do the work
and quality control issues. A robot doesn’t
require training or get bored and follows the
pre-set rules to perform the repetitive task
every time in a similar way, flagging exceptions
for the human eyes to asses further.
On the contrary, there is no replacement of
Human Intelligence in analyzing the data and
identifying the course of action for exceptions to
established processes. Moreover, RPA systems
do not only automate repetitive tasks, but they
also collect and store information in ways that
can be easily analyzed to derive meaningful
insights. This data set can be combined with the
analytics tool to regularly improvise customer
experience and persuade lifelong loyalty.
Experienced personnel can pick up process
bottlenecks, eliminate frauds, study trends,
anticipate customer needs, and establish policies
that quickly route questions for fast resolution.
Improvement in Whole Value
Chain-And Customer Satisfaction Too
RPA implementation can be best when the
underlying processes are rules-based, frequent
and repetitive in nature. In the case of the
insurance industry, RPA can help with enrolment,
claim processing, premium billings, new policy
creation and renewal, and investment
management. RPA can also bring benefits to
contract loading, vendor payer management,
revenue cycle management, and credentialing in
the healthcare industry. Implementation of RPA
in the telecom industry can bring benefits in
quote generation, order processing etc.
In need of accommodating seasonal peaks or
market downturns, RPA scales up or down
quickly. Onboarding of dozens or thousands of
robots is done online, and they never lose the
skill sets during the time they are
inactive/passive.

Improvement in Employee Satisfaction

While one may be worried that robots are here

to replace humans, this is generally a myth. To
enable artificial intelligence, humans are needed.
These technologies are not independent and do
not reproduce the higher-level thinking as of
humans.

Employees can increase their productivity by

improving their efficiency through RPA.
Automating repetitive tasks can provide a wide
range of benefits. The greatest benefit is
employee satisfaction and cost reduction.

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 Driving Improvement without
IT Disruption
RPA is capable of seamlessly linking to current
systems, and it leads to deploying the
automation in little time, which can later
produce a return on investment quickly. RPA
returns the maximum benefit when there is:
A processing environment which needs an
exchange of data with some rules-based
variation when there are interfaces between
different systems.
A process where data is to be validated through
an external source.
An environment which needs a consolidated data
from various systems where writing an interface
is too time-consuming, or costly.
A process where data can be extracted from
various sites, and then is made available to
agents/middleman in a consolidated form.
A process which is workflow enabled,
high-volume and input are digital.
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Thus, RPA is instrumental in solving
multi-system diversity and complexity
in systems that are not yet integrated,
but it must meet industry compliance.
RPA being system agnostic needs no
heavy IT intervention or any
technology upgrades, it requires a
good platform for monitoring the
robots, accessing the data, and passing
the tasks among people and robots.
Experienced business process
transformation provider that leverages
RPA will have a team that works along
with Ops team to establish business
rules, monitor systems 24/7 and make
necessary changes as per the
requirements. A sharp focus on the
customer experience enables improved
outcomes in RPA deployments. Every
process must be analyzed and
redesigned to give a marvelous
customer experience at the lowest cost
with the highest efficiency. Moreover,
RPA could be deployed using a 3As
approach: Assess, Automate and
Accelerate.
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 Step 1: Step 2: Step 3:

Assessing the Landscape Automating the Exceptions Accelerating the Process

Learn the meaning of “As Is” Governance model and Establish prioritization of those
automated decision-making tasks which can bring
Design robotics tables and expose exceptions in data, repeatability, accuracy, and
decision matrixes processes and native tools. efficiency to the process.

Create technology-enabled Exceptional data is then studied Utilize technology to create a

manual process design and analyzed to optimize common user interface while
processes and prioritize reducing the inefficient
Create business requirement exception automation processes.
documents for platform opportunities
development and automation

After the identification of the suitable processes, implementation team can leverage the operational
understanding of the current process team to write the business rules, test and refine the new robots,
and make sure that every stage of the process is complete before an application moves to the next.

Thus, the increased accuracy leads directly to higher customer satisfaction.

Improving Governance and

Compliance

RPA drives audits, better compliance, security
and governance in addition to greater efficiency
and lowering of costs. RPA documents every
transaction and all rules respective to the
process which provides consistent analytics and
transparency to auditors. Along with, it
facilitates timely reporting to executives and
managers at every level. Its built-in workflows
not only route the tasks to respective agents
but also provides detailed audit trails regarding
data flow and safeguards data from
unauthorized human eyes.
The number and functionality of robots among
the processing environment are flexible, and
thus, RPA is used to adapt automated processes
to local customs, extending their reach into
difficult locales without degrading control
structures. There are various aspects of
compliance oversight which can be enhanced by
implementing RPA. Aggregating data from
various resources might increase the efficiency
of risk reporting, non-financial, and regulatory
and it results in the elimination of
time-consuming processes.

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 How do the Business Leaders
Drive and Deploy RPA Solutions?
Business leaders transform their existing
business processes and create differentiated
customer experience by delivering meaningful
change in organizations.

Rightly select the RPA use cases that get aligned

with the organization’s strategy for digital
transformation, as part of an agile automation
effort. Optimization of capabilities of RPA is a
team effort between IT and business functions.
RPA brings new opportunities to resolve
processes inefficiency and workarounds and
opens a new dialogue to deliver immediate value
in the below mentioned three aspects:

Eliminate the “swivel chair syndrome”. Frontline

reps are not the middleware

Minimize errors, which occur due to manual

entry of the same data.

Avoid so many clicks, these require too many

systems clicks to complete a transaction

The business teams must help IT to learn

automation tools, AI, machine tools and RPA can
run business activities and address challenges in
the age of digital transformation.
There are many business benefits:

Customer Satisfaction: Automation via RPA

results in maximum satisfaction for both internal
and external customers.

Error Reduction and Quality Improvements:

Robots are configured with full compliance and
zero error reduction. RPA minimizes errors and
enables compliance with regulatory.

Business Agility: Enable acceptance, faster

adoption of agile methodologies, minimizes the
impact of changes to legacy platforms.

Cost Savings and Productivity Gains:

Automation of several manual processes result
in minimization of headcount but sometimes
freeing up headcount can result in performing
more meaningful tasks.

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 GET
READY
TO GROW

RPA is a solution to “Adopt Now” before it is too late. There is a usual tendency, “do
more with less” which drives a lot of business decisions and due to this automation
has come at the forefront of consideration when enterprises have already started to
evaluate solutions for process improvement. Executives continuously seeking
innovative solutions deliver the highest value and are excitedly looking for expertise
in robots and analytics from process transformation providers.

RPA delivers slashing costs. Employees are freed to higher-value work and this
enables businesses to service more customers, drive more informed business
decisions, and start business projects that have been kept on hold for years due to a
shortage of resources. Highly satisfied and loyal customers can be produced by
putting more resources into understanding customer expectations and needs.

Growth, therefore is a by-product of RPA, through the long-term improvement of the

customer experience that shines up the company’s brand value and keeps on
expanding its customer base. RPA acts as an ultimate bridge between human
insights and technological efficiency that customers crave.

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 About the Author
Manoj Soni is the Delivery Manager for PureSoftware Robotic Process
Automation (RPA) business. He holds versatile experience of more than 13
years as Techno Delivery Manager with experience in handling large RPA
Delivery projects majorly for Banking, Financial Systems & Telecom
businesses. He has been instrumental in developing & deploying RPA
solutions – Bespoke as well as Platform based on the objective of
improving business processes for its clients.

Manoj has been a core member in setting up the PureSoftware CoE by building Robotics and
Automation Lab and played a key role in helping transform PureSoftware from a service led
organization to a solution led organization leveraging new technologies to address business
challenges. Over the years Manoj has successfully deployed and managed large number of
Robots across various business areas. He is Automation Anywhere RPA Expert-Level Certified
along with Tosca Certified Automation Engineer. Earlier during his career he has successfully
achieved ISTQB certification with key testing capabilities.

About PureSoftware
PureSoftware is a software product and services company that focuses on driving a differentiated customer
experience, accelerating cycle time and improving business outcomes through integration of digital solutions,
robotic process automation, artificial intelligence, machine learning, and IoT. Our solutions leverage
next-generation disruptive technologies to deliver competitive advantage to your business. Our flagship product
‘Arttha’ – one of the fastest growing financial technology platform – focuses around Digital Banking, Digital Wallets
& Core Banking solutions.

For more information on how we can help you transform your processes, visit us at www.puresoftware.com,
email us at info@puresoftware.com

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