The New Operations Formula: RPA + WFO + CRM = ROI
For most of us, the idea of human/bot collaboration conjures visions of some of the greatest sci-fi movies of the 80s and 90s. Skynet becomes self-aware and human existence is basically doomed. Despite the fictional perils of robotic process automation (RPA), most people use it on a daily basis whether they know it or not. Alexa, Siri, and Slack all utilize RPA to deliver information, perform tasks or schedule and trigger events much like we would in a call center. The impact of automating manual processes in nearly every sector cannot be understated; but in industries where compliance, accuracy, data integrity, regulation, and QA are vital to the survival and growth of the business, robotic process automation is transforming the competitive landscape.
Historically, the division of time and focus spent in an organization comes down to two schools: 1. Management. 2. Sales. Most organizations at some point must make a decision about where to spend money and resources. In the modern business lifecycle, we tend to see a team assembled before sales strategy can be executed. Rarely do we see a shop open up and just start selling widgets anymore. Infrastructure almost always precedes a customer base.
Why? Because the logistics of business are far more complicated than the business itself.
With the power to alleviate the burden and micromanagement of manual, repetitive processes, RPA has the potential to enable businesses to focus on providing better customer service while remaining compliant, accurate, secure and efficient. The tasks that were once performed by multiple layers of infrastructure can now be automated. Applied in call center processes, automation simplifies procedures with rules based on policies; eliminating mistakes and reducing workload. RPA in call centers can initiate, route, respond or transfer inbound inquiries or customers based on rules, thereby providing customer service support to your front-line workers and administrators; reducing management and oversight needs.
Likewise in the financial sector. The ability of RPA to streamline processes, circumvent unnecessary audits, and minimize errors can reduce costs and redundancy while maintaining security and compliance. This means that sales or marketing is no longer a dependent of management. By allowing organizations to optimize the management and development of your employees, data, and strategy while modeling, predicting, and forecasting the customer experience, RPA combined with WFO and CRM platforms concurrently slashes overhead and accelerates time to market. Automation is poised to become the process that connects your infrastructure to your data and your customer; without sacrificing quality or accuracy.
Join me and VP of Business Development Todd Sherin in the Accelerate Hub for our webinar, Operate Effectively by Reducing Churn, Risk and Cost for Financial Industries on Wednesday, March 1st at 11AM EST / 8AM PST to learn how the financial industry can use human/bot collaboration to scale operations and automate manual processes with robotic process automation.