By Bhavik Patel | September 2020
Robotic Process Automation is a type of outsourcing. But, instead of outsourcing to a human being, you are outsourcing to a software robot. For businesses big and small, outsourcing IT and other business processes has become essential to maintain healthy continuity and growth. It has become tantamount to operational efficiency and companies need to start realising the benefits thereof.
Outsourcing has always been a flexible way for companies to stabilise and scale their operations and more so now as the world continues to handle the crisis of the pandemic and faces recession. Outsourcing is considered a necessity. It is cost saving and the most feasible way to grow a business.
RPA is increasingly becoming a business essential. It allows for better work production as it enables people to work more efficiently, effectively and accurately. The gains of working side by side with software robots justify why industry leaders are using RPA to their benefit. It is better, it is faster and it is cheaper.
However, with RPA and outsourcing, it is worth looking beyond the financial benefits and acknowledging the positive influence which software robots have on productivity, employees’ job satisfaction and overall efficiency.
With RPA, it is imperative that you have resources in place to support & maintain the software robot, just like you would have a management team to look after your outsourced processes, in order to ensure your automated business critical processes can run smoothly, 24/7.
If you have outsourced your processes to a software robot, then why not outsource the support & maintenance of your automated processes?
There are many benefits associated with outsourcing and here are the top 5 reasons why you should outsource the support & maintenance of your RPA solutions.
The most obvious and visible benefit relates to the cost savings outsourcing brings about. Outsourcing can deliver significant cost savings in comparison to having expertise in-house, You can get the same job done at a lower cost and most likely at a better quality. There has been a sheer growth of RPA talent & professionals in the eastern countries and with the differences in wages between western countries and Asia, it is a win-win situation for businesses to offshore the support & maintenance of their RPA solutions and you no longer need to invest in recruiting and training expensive resources for your business.
Outsourcing the support & maintenance of your RPA solutions will enable your high-value resources to focus on innovating, so that you can scale up and see a greater ROI, without being laboured by non-essential tasks.
We all know doing support is monotonous and every support technician wants to be a developer. Businesses generally find themselves with a high attrition rate when RPA developers are forced to support the automated processes in production, instead of developing. At Quantanite, we have managed to resolve this issue by regularly switching our team between development and support and this not only helps to keep up the morale of the team but it also increases productivity too.
RPA is deemed to be a long-term solution for an organization with a high ROI and therefore organizations naturally look to scale up quickly. One of the main challenges with scaling up is support & maintenance of the automated solutions, as there is no adequate plan in place or developers are forced to support the existing solutions, forcing the automation programme to come to a stand still.
As a company grows and scales its operations, the old robots can often be left behind and forgotten about. By outsourcing your support and maintenance functionality, your partner can manage these for you to safeguard your investment and ensure that they are operational and maintained, to further optimize your ROI.
RPA bots often fail at the first hurdle, because organizations often believe that they can be left to run on their own without the management as we highlighted earlier. The RPA bot only performs the tasks as it is told to do so, and not adapt as your internal operations do. Outsourcing support & maintenance partner will highlight & mitigate future problems, existing issues, and minimize the risk of downtime.
Critical business processes run around the clock and we believe that support for these processes should be available continuously. Not all organizations have the capabilities to provide support 24/7 and could benefit from an outsourced partner which has resources available constantly. At Quantanite, we have built a 24/7/365 robotic operating center to support the rise of RPA bots across the globe.
Organizations that are still new to the technology or use an IT support team without a deep level of experience with RPA may struggle to upkeep the RPA solution in production and this in theory means downtime on business critical processes and even organizations losing money by the minute. Quantanite’s managed services team works with multiple RPA solutions for our customers across the world every day and have built expertise and a knowledge bank of some of the common errors that we see on a daily basis allowing our customers to benefit from fast response times with quick resolutions. We do not only support the RPA processes but we continually improve the solutions, which adds to the uptime of your RPA bots and shortens the transaction time.
Everything that happens when a customer communicates with your support centre is a direct result of the decisions you made, the training provided, the team in place as well as the systems and processes you choose to use. And, these define the evolution of your company. This could be working for you now, but have you considered the future, 6 or even 18 months from now? How will you adapt to changing ways? How will you handle customer prioritization and increased demands in order to scale.
There is simply too much to lose by not being able to deliver good customer support. And this begins by defining the levels of support you require and how you want to deliver it.
Share this post