Time-consuming and repetitive tasks annoy teams and delay processes. This is where robotic process automation comes into play. The software robots open up numerous opportunities to better use manpower and free up capacities for creative work in the company. And there are also winners on the other side of the process: customers benefit from standardized inquiries because RPA routines in customer contact run quickly, error-free, and around the clock. But what should companies consider when implementing and planning an RPA strategy?
Rationalize Away? No Thank You
An understandable fear of many employees is that they will be “rationalized away.” However, it has been shown that, contrary to fears, automation tools often even create higher-skilled jobs with opportunities for further training and only replace redundant tasks. RPA and intelligent automation solutions make everyday work easier and often “think” ahead of the next work step. In the end, however, the human being still decides in complex contexts.
Conclusion
While the employees in the company benefit from the virtual colleagues and their satisfaction increases, the same applies to customers – regardless of whether they are B2C or B2B relationships. The software bots accept inquiries 365 days a year, so services are available quickly and around the clock. A combination of the robotic process with enterprise content management and other automation tools is an economically interesting way from which companies and customers benefit equally.
