RPA is quickly becoming an impressive enabler of business efficiency and success and offers significant value to service providers who are responsible for managing significant volumes of data, who need to be able to act fast to capitalise on opportunities, and rapidly respond to customers to deliver a superior experience.
RPA allows you to introduce workflows that can automatically update customers when they have almost used their monthly quota of data. Similarly, the technology can automatically update online information regarding network performance and availability, and distribute invoices to customers.
Why RPA Benefits Your Business
The business case for implementing RPA is simple. RPA technologies are able to process large volumes of work, moving data across systems faster than humans. They don’t make mistakes, and continue to function outside of traditional working hours.
The sole purpose of RPA is to remove the burden of administration work.
How to Rollout RPA in Your Business
Service providers are encouraged to start small, and begin by working with trusted RPA vendors to identify the types of processes they can automate, and which will have the biggest positive impact.
Activities to look out for are those which are repeatable, show a reduction of overhead costs, and make a genuine impact on the end-user.
Taking this approach allows you to learn more about the process as you go. The learnings help shape future – and possibly much larger – transformations, and identify opportunities you might not have initially considered.
Working with an RPA expert is also critical. It means you do not have to hire people with specialist IT skills to manage the process, and can instead rely on your provider to guide you through the transformation journey to maximise its value. Taking this approach means you have more time to focus on identifying areas that add value to the business, instead of having to get to grips with a new technology.
Despite not having to bring in people with specific IT skills, it is crucial to boost the learnings of your team in this space – especially as business increasingly goes digital. Implementing programs and initiatives which boost employees’ learnings in this space ensures the benefits of automation can be realised faster. Ultimately, the investment translates into better user experiences, which will have a positive impact on your bottom line.
RPA Gets to Work at Optus
Optus Wholesale has long seen the opportunity for alternative solutions to traditional IT processes, and we’ve already launched 19 major automated processes.
Optus Wholesale processes to implement automation
- Anyone can submit a concept for a process to automate
- Concepts are discussed and reviewed by the RPA Team
- Feasible sprints are presented and pioritised at the RPA Forum
- One a sprint is allocated, the team reviews and documents the detailed processes
- The processes are coded into a wizard using RPA tool
- The wizard is tested and released
- The wizard enters a short warranty period
Our journey began when demand for NBN orders sky-rocketed. Frankly, we did not have the internal resources to satisfy this demand in the timeframe we would expect.
Enter Leo – a smart technology capable of capturing and interpreting data to reduce the data entry tasks required of our workforce. Think order entry, billing, and reporting.
The impact of RPA has been significant. Leo has helped carry out 65,000 successful NBN transactions. Orders that would traditionally take four days can now be completed in one. These types of capabilities enable Optus to focus on continually improving the user experience, at the same time as delivering a superior service.
With competition for business fiercer than ever, and in a market offering little opportunity to differentiate your offerings, RPA offers a massive strategic advantage. Don’t risk falling behind because you don’t have technology in place to maximise operational efficiency.