Within the first 6 months AO were realising hard benefits from Intelligent Automation

AO.com is the largest online white-goods and electricals retailer in the UK. FY21 results showed astonishing financial results, with a revenue of more than £1 Billion. Covid-19 related restrictions accelerated a shift in customer behaviour towards online shopping, and AO experienced an exponential demand in customer orders.

As an organisation that prioritises customer experience, it was key that AO were able to sustain this growth whilst maintaining their Customer-first mindset. It was also important to control costs and maintain profitability, which is often a challenge when the demand for customer contact grows, as well as the human costs to service that demand.

This was a perfect scenario for introducing Intelligent Automation and a ‘digital workforce’ to augment the human workforce and enable profitable growth. AO formed a partnership with Robiquity to explore the opportunity for RPA to handle administrative and time-consuming tasks while customer service agents were freed up to do what they do best; support the customer. 

Robiquity worked closely with AO business analysts and process leads to identify the opportunity for Automation across the business. Robiquity used their ‘Automation Roadmap Assessment’ methodology and ROI calculator, to identify and prioritise a scope of Automate-now processes, aligned to AO’s business drivers.

Each process was approved on the basis of hard, measurable benefits that could be realised from the point of Automation deployment. The scope included processes in the Contact Centre, Mobile, Finance and Fraud.

Within the first 6 months, several processes went live successfully on time and to budget, handling many hundreds of sales transactions per day, and realising benefits including a reduction in call handling time, faster order processing, improved credit checks and reduction in fraud. Collectively the benefits delivered significant quantitative value and improvements in customer service and employee satisfaction.

The success of the first wave of Automation, together with continued analysis to fill the hopper with new opportunities, has given AO the confidence to continue with their Automation roadmap and deliver additional processes in partnership with Robiquity.

Get started on your RPA journey and contact us today. Email us info@robiquity.com or Call us 0161 974 3244 

Robiquity working with Telcom giant to boost customer experience with Intelligent Automation

Robiquity have formed an exciting partnership with the newly merged Virgin Media O2 to bring Intelligent Automation to contact centre operations. Together with the global leader in RPA software, UiPath, Robiquity will build and support a new team of ‘digital workers’ to support Virgin Media O2 employees and their customers.

Intelligent Automation addresses the problem faced by many businesses as they attempt to maintain customer service standards while dealing with an increasingly complex range of supporting systems and information. Every time a contact centre agent has to log into another system to find information on a customer’s details, account status or engineer slot, the call handling time gets longer and the customer experience gets worse.

Robiquity will be building ‘digital workers’, a new resource to work with their human counterparts in the contact centre to carry out the administrative and time-consuming tasks on their behalf.  This technology is proven to eliminate errors, vastly reduce call handling time and boost both the customer and employee experience. Digital workers free up the time of the agent to use the human skills they were hired for; customer service, empathy and support. A digital worker can log into multiple systems, collecting information about the customer before the call, and then process information following the call, to update the account, customer details, process payments and schedule time slots. With access to 360-degree view of a customer, digital workers will empower all contact centre agents to deliver best-in-class service to customers. 

Tom Davies, CEO of Robiquity says: “We’re delighted to be working with Virgin Media O2; a giant in their sector and committed to using technology to improve their customer’s experience. At Robiquity we form partnerships with clients who have bought into the potential of intelligent automation right across their business. This is no longer a ‘cost-out’ agenda in the back office, where RPA started some years ago. Intelligent Automation is now transforming the experience of customers and employees alike by streamlining how businesses operate. Every customer touchpoint is improved as information is instant, service is slick and timescales are reduced. Together with our partners UiPath, we look forward to working with Virgin Media O2 for the long term."

 

To find out more contact us today. Email us info@robiquity.com or Call us 0161 974 3244 

5 Ways RPA Could Benefit Your Business

Robotic process automation (RPA) is something that has been talked about for decades before businesses finally began implementing it. Many organisations are now shifting their mindset towards automation, but it’s important that companies are really able to see the benefits of RPA and the real difference it could make to the business in the long-run.

 

If you’ve been thinking about RPA but are unsure where to start or if it will really have an impact, we give you 5 ways RPA can benefit your business.

 

Improve efficiency

RPA technology has the ability to complete mundane and repetitive tasks that your staff most likely dread doing. What’s more, RPA can complete these tasks much faster, resulting in a much more efficient process. RPA can leverage your existing IT systems and interpret applications, emulating human actions but much more efficiently overall.

 

RPA is able to help with a huge variety of tasks, from connecting to system APIs and logging into applications, to making calculations and moving files. You can also aim to improve the efficiency of your business through RPA’s ability to determine likely outcomes, therefore allowing you to be more prepared for the future.

 

Reduce risk of error

Repetitive tasks are often the ones that yield the most errors, as they quickly become mindless, mundane jobs that staff begin to overlook. It’s human nature, but by allowing RPA to complete those kind of tasks, you can reduce errors within your business and allow everything to run much more smoothly.

 

From common occurrences such as tiredness or employee burn-out to a gap in skills, RPA ensures a lower level of operational risk. 

 

More time for high value tasks

 

Taking lower value tasks off your employees’ hands means they have more time for important tasks that still require human input. Utilise your resources better by leaving the repetitive and lower value tasks to your RPA solution, and ensure better engagement and satisfaction by making sure your staff are working on tasks that matter.

 

RPA and human action can work seamlessly alongside each other, assigned to the most suitable tasks to ensure your business benefits from both.

 

Enhance internal processes

The inner workings of a business can be complex, depending on the size of your organisation. The right RPA software could help to enhance internal operations and processes, which in turn can accelerate growth.

 

From insights and analytics to scaling up, RPA can give your business the advantage of being able to operate quickly but effectively. A successful RPA programme has the power to run at scale, tackling the right challenges at the right time.

 

Better customer satisfaction

With an RPA programme running successfully and employees having more time for higher value tasks, you will likely see an upturn in customer satisfaction. Using RPA means your employees can focus on human interaction and bettering their service on the front-line, which might even empower your workforce as they undertake significant duties.

 

The right RPA programme can impact your business positively when implemented correctly, leaving your employees, customers and stakeholders impressed. To find out how Robiquity could help your business, get in touch today.

 

To find out more contact us today. Email us info@robiquity.com or Call us 0161 974 3244 

How Does Robotic Process Automation Work?

Robotic process automation (RPA) is one of the fastest emerging technology practices in software, making it easier than ever before for businesses to streamline processes and operations. 

No matter the industry you work in, RPA could help to make the working day more effective. However, before deploying the right RPA solution for your business, it’s important to understand what it is and how it works.

What is RPA?

Robotic process automation is an application of technology, with the ability to configure software to capture and interpret applications. RPA is governed by inputs in order to process a transaction, manipulate data, trigger responses or communicate with other digital systems.

The technology can emulate and integrate actions of a human, in order to execute a business process and perform a vast variety of repetitive tasks. RPA is able to mimic human user actions, which can help to free up employees’ time to spend on more valuable or higher value tasks.

RPA can help with a variety of actions, usually those that are repetitive and mundane. This can include:

·      Log into applications

·      Connect to system APIs

·      Copy and paste data

·      Move files and folders

·      Open emails and attachments

·      Make calculations

·      Extract and process content from documents, PDFs and forms

How does RPA work?

Robotic process automation works by accessing information from your existing IT systems, integrating with your current applications in order to automate tasks. This can be done from the front-end, whereby automation will connect to desktop applications and read and write data, or capture events from the user interface. It can also be done from the back-end, with automation accesses systems and services under the control of a process automation server.

You have the ability to combine RPA with more advanced cognitive technologies, such as natural language processing, in order to handle more complex processes that may have previously required human interaction. This is known as intelligent automation, bringing together RPA and AI to accelerate the business’ digital transformation.

RPA from Robiquity

At Robiquity, we help you to apply RPA at scale and transform your business operations. From evaluation and laying the foundation, to training and a fully managed RPA estate, the team at Robiquity are on hand to help you apply intelligent automation faster and more efficiently than ever.

Our RPA delivery services are able to assist whether you’re launching initial automations or looking to scale further.

Take the first step towards a successful digital transformation today and get in touch.

To find out more contact us today. Email us info@robiquity.com or Call us 0161 974 3244 

There’s “RPA”​ gold in them thar hills!

The RPA gold rush is in full swing, we've got the tools and resources to refine the raw materials and deliver the gold, but which hills? How do you know where to dig?A common challenge to both justify and sustain a successful Robotic Process Automation (RPA) program is in creating a strong pipeline of the best process candidates. I understand that not every organization has the desire nor capacity to build out a self-sustaining RPA CoE that will scale. In some cases, the benefits of RPA are fairly limited and the cost cannot be justified. With RPA now adopted for Cloud, there are many methods to implement RPA without taking on a full cost of a CoE.

So, how do you find processes for the pipeline?

To find the best processes for the pipeline, you can use a Business Process Discovery (BPD) method. BPD is the discovery of processes within the business utilizing methods to define, analyze and measure the process with the intent to optimize and/or automate. There are two approaches to BPD, Manual and Automated.Manual process discovery is relatively low cost and engages the rest of the organization in your RPA journey. It's a great way to get them excited by creating contests and giving recognition to those that are valuable contributors. It also provides a new career progression path - from back-office agent - to RPA Analyst, or even RPA Developer. This level of engagement and new opportunities are important to your organizational culture.The more traditional, manual approach requires analysts and Subject Matter Experts (SMEs) to work alongside each other, engaging in workshops and interviews as they discover and document the details of the process.The other approach, Automated Process Discovery (APD), has received greater industry recognition in recent years. It promises to uncover the reality of a wider set of business processes - at scale - without the high resource demand on Stakeholders or SMEs; so much that it is even finding it's way into RPA products such as Automation Anywhere Discovery Bot, Kryon Process Discovery and UiPath Process Mining & Task Mining.

Process Mining vs Task Mining

There are two techniques of Automated Process Discovery, Process Mining and Task Mining, each has its own merits.Process Mining is a set of methods and tools that analyze system event logs to produce factual data on sequences of tasks that are being performed within the system. Analysts then model or organize sequences into processes for further analysis. Some Process Mining tools have pre-defined processes for specific target systems which can enable faster results. Task Mining produces a similar output to Process Mining, however, the data is sourced from users' desktop activity. We're talking about installing software on desktops to record user actions and then centrally storing data of multiple users for analysis. Yep, your Security and IT leads just got a strange twitch as you read that sentence. Recording users' desktop activity is a fairly invasive solution, so much that it will require a high level of scrutiny. This activity requires additional time to configure and validate ensuring that any PII, other secure information and personal activity are not recorded. Once the data is collected additional effort is needed to review the sequences of captured tasks and organize them into processes. Unlike process mining, there are no predefined processes.Process Mining presents you with the backend transactions taking while Task Mining provides you with a view of user desktop activity across multiple applications. Both Process Mining and Task Mining generate petri-net like diagrams showing you the flow of volume throughout related tasks, order of actions and variants within these flows. These two methods generate different intelligence and each requires their own steps to produce usable output. Process Mining can be performed continuously and monitor processes moving forward, whereas Task Mining is generally not implemented as a continuous process improvement solution.

Accelerating RPA with Task Mining

When expanding automation to other business areas, we often hear that the business is too busy doing work to spend time making the process better. A task mining tool is a potential remedy to this problem and can produce good results to accelerate RPA.

With respect to RPA, some of Task Mining’s best features are the ability to extract keystroke level actions from its recorded users, reveal variants in a process, generate actual metrics and the ability output screenshots of a defined process that are required to build a process definition document (PDD).

A PDD must reveal exactly what the robot should be doing, step-by-step, so it shouldn’t be based solely upon screenshots. Additional knowledge of the process is still necessary, such as understanding the business decisions being made, timing and other constraints. The analyst is still required to work with the SME to flush out the full details before completing the PDD.

This sounds great! I’m all-in. Before you take your first step, much like when a process is assessed for ROI, the same must be done for the task mining tool, so here are some key considerations: 

- Gain acceptance of this type of tool from security and IT teams, and in terms of change management, from HR too. 

- Configure for any redaction and personal transactions

- Allow time to analyze the results which require SME support to help identify what tasks belong to which process

- Allow analyst and SME time to complete a PDD

Clearly, with task mining there’s less interruption to the business users, you get to see actual metric data and screenshots of what they are doing. This approach does save some steps, delivering more accurate metrics and a window to the reality of a process. However, it doesn’t completely avoid the original challenge of spending time attaining knowledge of a process with SMEs. 

Going for gold

Process mining isn’t really about delivering process discovery benefits for an RPA program, but if your organization already has such a tool, take advantage of its process management and improvement analysis features to find automation opportunities. Task mining, while being very beneficial for outlining task-sequences and their metrics, will not auto-generate a completed PDD. It will provide assistance in getting you there faster and provide wider coverage of processes.

Ultimately, you must assess the time/cost benefits of using any task mining solution. Consider how well it scales and how long you’d need to retain it to complete your assessments - versus the resources required to get the same capability and output. Regardless of what approach you take, you still need to know your business. The tools can’t tell you where to start. Do your diligence and ensure that you have a good plan, and above all, make sure that you can demonstrate value.

To find out more contact us today. Email us info@robiquity.com or Call us 0161 974 3244