There is no doubt that in recent years technological advancement in the industry has increased exponentially, but so have customer expectations. These days, customers expect their questions to be answered and their needs met almost instantly, placing an additional burden on businesses to keep up with consumer demand while keeping the cost of making business at a reasonable level. Businesses must evolve to survive in today’s climate, and robotic process automation can be the catalyst needed for businesses to take the next leap.
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 take the burden of repetitive processing tasks off of humans themselves, allowing people to handle the most complex tasks or problems within a company. Automation software can be programmed to perform a wide range of technological work, following all the rules that you must follow.
Types of businesses that can benefit from RPA
Simply put, many technology-using businesses can benefit from intelligent automation, but here are a few examples.
· Computer/IT and Telecom Businesses: These types of businesses require a lot of customer support, much of which can be easily accomplished through the use of automation software. RPA can help by creating electronic tickets and then responding to them when a customer submits a question or service request. The tickets can then be transferred to the correct human worker for completion.
· Accounting Firms – Automated software can contact customers, confirm payments are being made, and even sync with online banks, removing human error from the equation.
· Online stores: Online stores can and do use RPA to accept orders and communicate with customers, all without the need for a live person. This will allow a customer service agent to handle any queries that are higher priority or require critical thinking.
Insurance Companies – RPA can help insurance companies with claims processing, payroll, and even email.
Future of outsourcing
RPA can change the way companies outsource. Companies often outsource to foreign countries as a way to complete tasks when they cannot afford to hire workers locally. This company sends money to other countries to pay subcontracted workers, removing revenue from the local economy and risking customers not receiving the best quality of service. Automation software removes the contract worker from the equation and replaces jobs previously performed by a foreign worker.
This will not only keep company employees’ expenses within the country in which they do business, but it will also remove the stress and stigma associated with recruiting from other countries. A company that chooses to invest in technology is ultimately investing in the satisfaction of its customers and the longevity of its business.
Intelligent automation allows organizations to keep local workers on staff to handle complex tasks while letting technology take care of more mundane tasks. This will drastically reduce costs and increase the quality of service. As a result, a company’s bottom line should see improvements as consumers begin to receive greater support and service, which is likely to help a company develop a more loyal group of repeat customers for years to come.