5 Amazing Examples Of Robotic Process Automation In The Real World
Robotic process automation brings out a lot of benefits in different industry niche as it supports high-frequency manual, repetitive, rules-based processes, which are critical for an appropriate service. So, below are some of the real-world examples of RPA use cases that are being leveraged by the industry leaders.
RPA Use Cases;
- Customer Service
- Finance Services (Banking and Insurance)
- Human Resources
1. RPA Use Case: Customer Service
RPA can be used to automate many tasks in customer service or support desks. These can include incident management, user administration, billing queries, updating records, and a lot more.
Real-Life Use Case Example:
A European IT Managed Service Provider was running support services for their client. And the company had to handle a large number of calls, approximately 15,000 calls a month spending a lot of time in the 1st line of the support team.
Because of the complexity of the system, the average an executive spent was about 6 minutes, as the system was inefficient and slow and in return provided poor customer experience.
How RPA Helped?
With the RPA solution, the organization got a team of Virtual Workforce that we’re able to complete the tasks in less than 50 seconds, which means an 83% reduction in execution time.
RPA not only handles tedious tasks but helps in elevating the level of services that can help save time and money. RPA bots are capable of handling rule-based functions the way humans are unable to.
Benefits of RPA Implementation in Customer Service:
- It provides a more seamless experience for the customer
- With a near 0% error rate
- The customer can call in and have updated notes and contact information right off the bat.
- The service agents have an easier time relaying information and responding to the customer’s needs
- Their efficiency leads to taking more care of customers in a shorter amount of time and ensuring a better quality experience.
2. RPA Use Case: Financial Services
RPA helps in bridging the gap between different applications present in the legacy system. Even though there are many system implementation software, such as SAP and Oracle but they fall short in processing and integrating micro-level tasks.
Real-Life Use Case Example:
A lot of Canadian banks, for example, have been eagerly adopting RPA technology with success.
Royal Bank of Canada, the largest financial institution in Canada is using smart chatbots for more than a year to improve customer service.
Also, the Guardian Group has also embraced RPA technology in their processes and have seen early success in their journey. The technology has enabled them to calculate, copy, paste, access, or use existing business rules to handle, use, and feed data into the core enterprise application.
Related Read: 4 Ways of Implementing RPA in Finance Industry
Other Processes of RPA Use Case in Financial Services Can Include:
1. Accounts Payable (AP)
RPA bots can transfer inbound invoices from PDFs, internal spreadsheets, and web applications. Also, RPA bot can place a duplicate PDF on an internal server and this makes it useful in order to ensure regulatory compliance, and can reduce up to 60% of vendor invoice processing cycle times.
2. Accounts Receivable (AR)
Bots are capable of faster and more accurate maintenance of customer master files and credit approvals. The same goes for AR cash receipts and order, and their processing. Also, late notices can be sent by email more quickly with the minimum hassle that naturally comes with last-minute updates.
3. Financial Close and Reporting
This is the core of inter-departmental, multisystem processing. Drafting tax entry data from various business units is a boring and monotonous task. This is why it is better to have a robot mitigate it with the system for error-proof entries in the processes.
4. Accounting Reconciliation
Accounting data calls for reconciliation taken from a variety of sources, such as Excel sheets, or customer invoices. With automation, you can process and download the data into the desired format and validate the data for any exceptions.
Benefits of RPA Implementation in Finance:
- Non-invasive application
- Customizable workflow
- Major lifting
- Speedy installations
- Reduce errors in work
- Nonstop performance
3. RPA Use Case: Human Resources
65% of HR professionals see Robotic Process Automation as an operating model play, enabling the introduction of a digital workforce. RPA has a lot of potentials that can revolutionize the entire HR industry bringing in a ton of efficiency and a faster return-on-investment.
RPA can be used to reduce the majority of the repetitive tasks that consume the time of the full-time equivalents (FTEs).
And also, creating agile companies has long been a goal of business leaders, with 92% wanting to bring employees closer to their customers, increase the spread of innovation, and improve employee empowerment and engagement. RPA can be a powerful enabler to these objectives,” suggests Deloitte.
Real-Life Use Case Example
UiPath’s own HR Automation Story
At UiPath, People Operations Team automated aspects of the onboarding process for new employees. The paperwork was previously being filled out manually by one person, taking up much of the individual’s time that could have been spent on more valuable work.
This is the type of work no one wants to spend time on day after day. CHROs know that an HR department wants to offer a digital and easy experience. “The task was replete with copy-paste activities.
Furthermore, the new Bot also completed the onboarding paperwork in one-sixth of the time, allowing HRs to focus more of their time on Corporate Social Responsibility attract talent, Initiatives, enhance a company’s reputation, and increase employee retention.
Benefits of RPA Implementation in HR:
- RPA can help automate Sick leave, and vacation time requests
- Expense and reimbursement processes
- Onboarding and offboarding processes
- Applicant sourcing
- Responses to frequently asked questions from job candidates or employees with the help of chatbots
- Many more processes where data entry and other repetitive processes are central
4. RPA Use Case: Telecom
The Telecom industry is all set to take advantage of Robotic Process Automation. Implementing RPA in telecom will help them overcome chronic issues that ail them and will not only help them improve their business operations but also give them a competitive edge.
One of the most essential priorities for the telecom operatives is the ever-increasing customer expectations and how to positively manage the experience.
Customer is the central focus of the telecom service providers.
A ccording to a recent report the RPA market until 2024, during which period, telecom and IT appear to be leading the automation trend in business processes, with a phenomenal growth rate (CAGR) of 60%.
Robotic Process Automation can play a pivotal role in driving transformation across the telecom industry, bringing greater efficiency to telecommunications functions – from supply chain and operations to enterprise management and customer care.
Processes of RPA Use Case in Telecom Can Include:
1. Customer Onboarding and Offboarding Management
By automating onboarding and offboarding processes, companies can maintain a clear view of all customers and their information. It becomes easy to add customers automatically when a new one joins and also easy to remove them automatically when they leave.
2. Network Management
RPA automate some simple process in the event, incident, and diagnose management areas, thereby allowing the employee to handle the tricky stuff.
3. Applying Credit/Discount on the Account
Configured intelligence by the virtual enterprise workforce to automate swivel chair applications involving the manual transfer of transaction data for efficient decision making when it comes to credits and discounts.
In addition, attain the highest compliance and security with checks for fraudulent activities, checking IMEI in different applications, blacklisted number checks, etc.
Temporarily lockdown accounts showing fraudulent activity or even cancel them permanently to safeguard your organization’s interests.
RPA can automate the process to maintain billing records of customers, invoicing, and reconciliation across its multiple channels and departments. It allows performing these tasks on time without any error.
5. RPA Use Case: Retail Industry
Retail includes labor-intensive, continuous operational, and analytics activities. RPA bots can help retail companies without the state of the art systems to bridge the gaps in their systems and automate their process.
Global retail corporations need to arrange SKU (Stock Keeping Unit) data from multiple markets to be able to look beyond numbers to insights like “What is our shaving cream market share in Eastern Europe?”.
Traditionally these tasks required employees to manually match SKUs to categories in complex spreadsheets.
Since this is a task that does not directly impact customers, fault tolerance is not very high and RPA bots can be used to automate the process saving thousands of hours of work.
The list above illustrates some of the business processes that if passed on to robots, can help companies to work more efficiently, while at the same time reducing operating costs.
The RPA use cases in different processes sketch an assistant profile that promises to lead towards reaching your business targets. The use of RPA illustrates a humanistic, person-centered approach to doing business, where people really matter.
What do I love about my work? Helping small business owners find uncomplicated ways to grow their own businesses. I’m always on the lookout for businesses who are interested in applying innovative tech strategy to their marketing plans.
When I’m not helping small businesses get better, you can find me on my couch watching Friends or Brooklyn Nine-Nine.
Latest posts by Amrita Jaswal (see all)
- RPA for Data Entry Automation – Cut Costs by 70% - July 2, 2020
- What Business Processes you Should be Outsourcing to India in 2020? - June 18, 2020
- RPA in Finance and Accounting: Benefits & Use Cases Explained - May 25, 2020