By Paul Scott, Chief of Platforms & Partnerships

There are so many opportunities to improve the customer experience (CX) or employee (EX) experience through automation in 2020. Many of these are achieved by improving operational efficiency.

What are you doing about improving the CX or EX in 2020?

I have scoured the web and pulled together a list with 100 or so different areas of a business that can be automated through intelligent automation or RPA – robotic process automation.

Your people can stop spending time on mundane & repetitive tasks and can start spending more time with your customers. Your customer issues will get resolved more quickly and you will be more responsive to their needs. Fewer errors will be made leading to less re-work.

If you are not sure how these tasks can be automated with RPA technology, please get in touch and we are more than happy to have a conversation.

RPA General

  • Website scraping
  • Customer Order Processing
  • Incoming Customer E-mail Query Processing
  • Transferring Data from one system to another
  • Payroll Processing
  • Client profile updates
  • Claims Processing
  • Policy administration and servicing
  • Exception Processing
  • Account Reconciliation
  • Credit card applications
  • Patient registration
  • Shipping notifications
  • Onboarding (employee or customer)
  • System access and setup
  • Change of address processing
  • Customer complaints processing
  • Data cleansing
  • Straight-through processing of customer orders
  • Order Updates
  • Extracting data from PDFs, scanned documents and other formats
  • Creating and delivering invoices
  • Updating CRM or ERP systems
  • Updating scorecards
  • Automating multi-step complex tasks that require little decision making
  • Bank statement reconciliation
  • Employment history verification
  • Expense management
  • Updating inventory records
  • Issuing refunds
  • Know Your Customer (KYC)
  • Loan processing

RPA for Analytics

  • Removing the need to rekey data sets manually
  • Migration of data
  • Data validation
  • Producing accurate reports from your data
  • Foundation for an action framework: “good to know” (within tolerances), “interesting” (better than expected) or “need to act” (action required)
  • Process mining technology to visualize the actual process
  • Ingestion from acquired sources
  • Data rules for accuracy, consistency, validity, timeliness, and accessibility
  • Data deduplication
  • Performing vendor master file updates
  • Data extraction
  • Advanced-processing algorithms
  • Formatting

RPA for Business Waste removal

  • Defects; e.g., highlighting missed deadlines or overspend
  • Overproduction; e.g., extending reporting based on the severity
  • Waiting; e.g., waiting for approvals
  • Non-utilised talent; e.g., issuing and tagging training to employees when necessary based on events
  • Transportation; e.g., facilitating handoff between functions—like when an approval system isn’t talking to the PO and invoicing system
  • Inventory; e.g., processing data for entry into a larger system
  • Motion; e.g., removing repetitive keystrokes when switching between applications
  • Extra processing; e.g., formatting reports, adding details.

RPA for project management

  • Create multi-thread, digital approvals for statements of work
  • Generate contracts using the company’s “gold standard”
  • Automate the creation and distribution of portfolio reports
  • Generate documents
  • Push communication of project variances
  • Balance resources; e.g., reporting on utilization and reallocating resources
  • Reduce the dependence on spreadsheets to manage information
  • Answer the question, Are we on track?
  • Collect and disseminate project-specific information
  • Screen, filter, and track candidates for the recruitment process
  • Create financial-scenario modelling based on thresholds
  • Automate data ingestion for dashboards; e.g., PowerBI or Clarity PPM
  • Provide sensors to continuously identify progress wins and capture value delivered
  • Forecast based on historical data
  • Assure PMO policy adherence; e.g., process documentation and project audits
  • Automate project and program SDLC process-step progression

RPA for IT Asset Management

  • Automate software audits
  • Compare licenses purchased to licenses contracted
  • Manage source-code control
  • Oversee vendor and resource on-boarding and off-boarding; e.g., delete domain users or modify distribution lists
  • Provide reporting and analysis
  • Manage incident resolution; e.g., server restarts, password resets, etc.
  • Self-heal; e.g., system health checks, automating backups, and event monitoring
  • Automate fulfilment processes; e.g., IT asset requests
  • RPA for Financial Management
  • Supporting the financial period close
  • Calculating and anticipating accruals based on real, invoiced (and what’s not invoiced) data
  • Moving data from Excel to readable reports
  • Uploading transaction data from various financial systems
  • Generating standard journal entries
  • Identifying atypical and exception spending
  • Calculating and processing annual vendor rebates
  • Communicating to vendors missing or late invoices
  • Tracking vendor adherence to billing policies and best practices
  • Autoloading quarterly forecasts into the financial system of record
  • Reconciling forecast to actuals for departmental category spend
  • Monitoring CapEx and OpEx forecast to actuals variance

RPA for Security

  • Deploy security orchestration, automation, and response to improve security management
  • Shut down unauthorized privileged access
  • Robotic security and password configurations are encrypted and can’t be accessed by company personnel
  • Identify and prevent zero-day attacks
  • Cyber-threat identification, bot creation, and threat cleansing
  • Filter out false-positive threats
  • Issue consistent credentials enterprise-wide
  • Automate password rotation
  • Review 100% of access violations in near real-time
  • Improve security and auditing of data
  • Implement intelligent automation using artificial intelligence; e.g., creating tickets in ServiceNow based on threat analysis and immediately shutting down that risk
  • Identify atypical user and machine actions based on behavioural analysis
  • Lower the cost to detect and respond to breaches
  • Rapidly detect, analyze, and defend against cyber attacks
  • Identify behaviours that are unlikely to represent human actions