There is no doubt that in recent years technology advancement in industry has increased exponentially, but so has customer expectations. These days customers expect to have their questions answered and needs met nearly instantaneously, putting an added burden on companies to keep up with consumer demand while somehow maintaining cost of doing business at a reasonable level. Businesses must evolve to survive in the current climate and Robotic Process Automation may be the catalyst needed for companies to take the next leap forward.
What is Robotic Process Automation?
Robotic Process Automation (RPA), is a type of software that is created to mimic mundane or repetitive human tasks. The software can remove the burden of repetitive processing tasks from humans themselves, allowing people to handle the more complex tasks or problems within a company. Automation software can be programmed to do a wide array of technological jobs, following all of the rules that it is given to follow.
Types of Businesses that can benefit from RPA
Put simply, many businesses that utilize technology can benefit from intelligent automation, but here are a few examples.
· Computer/IT and Telecommunication companies: These types of companies require a lot of customer support, much of which can easily be accomplished using automation software. RPA can help by creating electronic tickets and then responding to them when a customer sends in a question or request for service. The tickets can then be transferred to the correct human worker to be completed.
· Accounting firms: Automated software can contact clients, confirm that payments are being made, and even sync with banks online, taking human error out of the equation.
· Online stores: Online stores can and do use RPA in order to accept orders and communicate with customers, all without the need of a live person. This will enable a customer service agent to handle any inquiries of higher priority or that require critical thinking.
Future of Outsourcing
RPA can change the way in which companies outsource. Companies often outsource to foreign countries as a way to get tasks completed when they cannot afford to hire workers locally. This sends company money to other countries to pay the outsourced workers, removing income from the local economy while risking that customers might not receive the best quality of service. Automation software takes the outsourced worker out of the equation, filling in for the jobs that were previously handled by a foreign worker.
Not only will this keep company employee expenditure within the country where they do business in, but it removes the stress and stigma that is associated with hiring staff from other countries. A company who chooses to invest in technology is ultimately investing in the satisfaction of their customers and longevity of their business.
Intelligent automation enables organizations to keep local workers on staff to handle the complex tasks while letting the technology handle the more mundane duties. This will dramatically cut down on costs while increasing the quality of service. As a result, a company’s bottom line should see improvements while consumers begin to receive greater support and service, likely helping a business develop a more loyal group of repeat customers for years to come.