Robotic Process Automation (RPA)

Creating value through robotics

Customer Science bring the benefits of robotics to customer service. We guide you from assessment to development and management of robots. You benefit from improved customer experience, compliance, accuracy, financials, employee engagement and competitiveness in your market.

What is RPA?

Robotics Process Automation (RPA) is software that emulates what a person does on a computer. It handles repetitive, high volume tasks that would take a person hours in minutes. It can be utilized to manage entire processes end-to-end or parts of processes. It makes a difference through the following characteristics:

• High Efficiency: Costs less than an offshore person, Operates 24 x 7 x 365 days & processes transaction in a fraction of a time than a person would.
• High Accuracy: Consistently execute processes and compliance levels
• Rapid Speed to Apply: Managed by business operations who can train, quality assured and reported on robot performance as they do with people in a contact centre today. Does not require systems integration and the complexity and cost that comes with it.
• Low Risk: Is governed by IT as another application in the environment ensuring change, patches and licensing are managed effectively.
• Not Replacing People: Unable to replace a person with customer care, lateral thinking and creativity

RPA is perfectly suited to the customer service environment by allowing your team to focus on high value interactions with your customer. Improving the customer experience.

While RPA is new, its definition and application continue to change.

Benefits of RPA:

Robotic Process Automation releases capacity of people within the organisation to spend more time on activities such as improving customer service, generating revenue & executing strategic projects. The key benefits:

1. Cost reduction or staff capacity release
2. Faster services that are available 24x7x365
3. Extension of services to new services previously cost prohibitive
4. Accuracy and compliance, reducing rework and other lines of business effort
5. Implementation and proving benefits is low cost and low risk
6. Robotics is non-invasive and does not require integration

How Customer Science helps.

Customer Science takes the risk out of Automation with great people. We have an experienced RPA team, consisting of consulting, operational management, project management and developers. We draw on our broader professional services skills. Skills including change managers, business process management, learning & development, business analytics and more. The team provide necessary elastic skills from a single source to implement RPA successfully.

Customer Science takes the risk out of RPA with proven methodologies. We provide a staged approach to implementing robotics. The approach is illustrated in the diagram below. Each stage tests the agreed measurable benefits and provides deliverable that inform the following phase. This approach provides you control over your RPA deployment allowing adjustment to right fit each stage.

Robotic Process Automation Service Process

Who benefits from Robotic Automation?

Let Customer Science help you understand if Robotic Process Automation is a fit for your business. We can do this over a coffee in thirty minutes. Before the meeting use the list of successfully applied examples below to consider your businesses process suitability:

• Customer care: orders processing, reports validation, billing and pricing & forms processing
• Human Resource: payroll, recruiting and on-boarding, managing workers and data management.
• IT: IT helpdesk, infrastructure management
• Finance: operational accounting (Billings and adjustments), general accounting (adjustments, reconciliations) & financial reporting.
• Supply/Logistics/Transportation: order processing, payments, procurement and inventory management & shipment tracking
• Healthcare: data entry/management, billings and claims processing, patient scheduling &  accounts payable/receivable.
• Insurance: Managing policies, filling and processing claims, policy issuance, & renewals.
• Telecom & Banking: Fulfill transaction requirements and automate multiple system transactions

Our clients are benefiting from Robotic Process Automation in Sydney & Australia wide today.

RPA Clients:

Leading Australian and New Zealand organisations are transforming services using Robots today.

Partnerships:

While we remain RPA vendor agnostic, we have formed partnerships with selected RPA vendors to ensure we have the best skills and relationships to support your RPA deployment.