As global digitalisation increases, more and more enterprises worldwide are turning to emerging technologies like Robotic Process Automation (RPA) to streamline their operations, improve customer experience and reduce costs, which can drive scalability and innovation. In fact, enterprise adoption of RPA reached a 105 per cent growth rate from 2016 to 2017, according to research firm, Everest Group.
Optus Wholesale is no exception, having embarked on an RPA journey 3 years ago. Currently Optus Wholesale uses RPA as an alternative solution to traditional IT processes such as to process new nbn™ connections
Michael Raines, Senior Manager - Digital Innovation & Automation, Optus says “Optus Wholesale have truly embraced RPA as a tool for internal transformation and sharpened focus on customer experience. We also believe in RPA as a way to genuinely foster greater engagement with our employees. For us, this is one of the most exciting parts as it not only brings our people on a journey, but also increases their capabilities and frees them up to do more value-added services, which in turn provides a better customer experience”.
There are more benefits to RPA than just business efficiency. It also helps bring people together to collaborate and innovate, and frees them to achieve business goals in new ways so they stay engaged and interested.
Often a disconnect exists between employees' mission-driven tendencies and the transactional work those in entry-level positions are tasked with, particularly for millennials. People want jobs where they can innovate, create, and work with the latest tech. Employees are generally eager to reduce repetitive tasks, like dealing with the daily deluge of emails, so they can spend more energy building new skills and adding meaningful value.
With a recent study by Udemy showing that 46% of employees cite limited opportunities to learn new skills as the top reason they're bored in their roles. Technologies like RPA can help create the meaningful work experiences and the skill development workers crave.
To attract new talent, bolster our current employees' abilities and scale up automation, we launched the Optus Automation Academy – a capability development program that upskills our people for future technical and non-technical automation roles. "We actually take our people on the journey to do everything from ideation to documentation to delivery, including development, and then certify them to be change managers," Raines says.
Many employees report that they're excited at the prospect of working side-by-side with disruptive technologies like RPA. They want to learn new skills in this burgeoning field, and forge pathways into new roles that involve more value-added tasks. They view it as a way to create better relationships with customers and stakeholders and improve their overall work-life balance, leading to improved job satisfaction and retention.
Customers benefit from the efficiencies created by RPA too. Faster turnaround times mean they don't have to wait as long to get what they want, which means they can serve their customers’ needs faster, better and cheaper.
It means customers also receive more consistent service, improved accuracy, and get to engage with innovative technology. It all adds up to higher customer satisfaction and improved net promoter scores.
A number of factors can make implementing RPA a challenge. Integrating legacy systems. Adhering to government regulations like General Data Protection Regulation (GDPR). Overcoming communication barriers between siloed departments.
You can give your RPA rollout the best chance of success.
By carefully considering your implementation plan and following a few key principles:
As part of our commitment to enhancing customer experience, Optus Wholesale has embraced RPA as part of our digital transformation. We see automation as essential to:
Learn more about how Optus has embedded a culture of innovation through automation, read more about the Optus Automation Academy