200 Most Advanced Blue Prism Interview Questions And Answers For Experienced 2018. Here Coding compiler sharing a list of 200 Blue Prism interview questions, we are sure that these Blue Prism questions will help you to crack your next Blue Prism job interview. This list is prepared by real-time Blue Prism developers, we hope it helps to you. All the best and happy learning.
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30 RPA Interview Questions And Answers 2018. Here Coding compiler sharing a list of 30 Real-Time Robotic Process Automation Interview Questions with Answers. These RPA questions will help you to crack your next RPA job interview. All the best for your future. Happy learning.
Read More: Robotic Process Automation Interview Questions
RPA Interview Questions 1) What Is Robotic Process Automation(RPA)?
Answer) Robotic automation refers to a style of automation where a machine, or computer, mimics a human’s action in completing rules-based tasks.
RPA Interview Questions 2) Explain The Characteristics Of RPA?
Answer)
Code Free:
RPA doesn’t require programming skills. Employees with any subject expertise can be trained to automate RPA tools instantly. The whole work revolves around RPA chart which provides a flowchart designer to graphically link, drag and drop icons to represent steps in a process.
User-Friendly:
RPA adoption originates within business operations rather inside IT departments. RPA projects require less IT skills and less investment. Eventually, the automation is lowered at a substantial rate.
Non- Disruptive:
RPA avoids complexity and risk. The software robots access to end users systems via a controlled user interface, hence reducing the necessity of underlying systems programming.
Related Article: Benefits of Robotic Process Automation
RPA Interview Questions 3) What Are The Benefits Of RPA?
Answer) Wide-Range Automation:
RPA speeds up and executes perfect accuracy across different fields viz. banking, healthcare, insurance, telecom, communications, etc. Virtually complex programs are automated on a wide-range by improving the transaction process.
Quick ROI:
RPA will increase productivity across varied industries. One Software robot is efficient of accomplishing the work of approximately 3 employees. This innovation builds positive ROI much faster than expected. Moreover, cost productions might reach 20% in time.
Enterprise Scalability:
RPA is highly flexible and scalable with reduced time of induction. Robots perform massive complex operations in parallel, starting from desktop to cloud environments. All this operation is carried out, by allowing multiple users to monitor and control robots from various business units through a single secure device.
Powerful Analytics:
Gathering agile and exhaustive data enable better management and insights into forever growing business enhancements. Improved governance is achieved through a prescribed set of automation tools.
Cost-Saving:
Implementing RPA within an enterprise has shown a drastic reduction in overall costs when compared to traditional non-RPA methods.
RPA Interview Questions 4) What are the advantages of Robotic Process Automation?
Answer) Advantages of RPA are:
Faster:
As bots are dealing with the execution here, a greater measure of work can be done in a relatively much shorter period. A faster delivery, coupled with accuracy.
Consistency:
It is a safe, non-invasive technology that doesn’t interfere with the inherent systems and provides impeccable consistency in performing the activities across the board, each and every time.
Cost Effective:
It has been projected that using robotics cuts operational costs, Robots can operate 24*7 and take no leave when compared to humans.
Increased Customer Satisfaction:
Providing better quality of work with optimum accuracy and improved customer/client interaction leads to increased customer and client satisfaction.
Accuracy & Quality:
RPA offers better services to processes that have a high probability of human error, thereby increasing accuracy. Robots are reliable, consistent and do not whine when expected to work tirelessly.
Improved Analytics:
Having access to error-free, perfect data from various sources would improve the quality of analytics in the process.
Related Article: RPA Case Study – Customer Service & Support
RPA Interview Questions 5) What Are The Popular RPA Tools & Vendors?
Answer) Popular RPA Tools & Vendors are:
RPA Interview Questions 6) Explain About RPA Worldwide Implementation?
Answer) RPA is constantly leveraging in the market worldwide. It is already being implemented by broad-range of industries. Enterprises now enjoy the freedom of optimizing costs and going up freeing their resources. This ultimately leads to new business visions in crowded marketplaces.
RPA Interview Questions 7) What are the important Phases of RPA Life Cycle?
Answer) Phases of RPA Life Cycle:
Analysis:
The first phase in RPA begins with analysis. Business team and RPA Architect work together to understand a business process for RPA development.
Bot Development:
RPA developer (Team) starts working on the requirement in their environment possibly a distinct development environment.
Testing:
Some companies conduct Testing by Separate Testing Team, while some have a dedicated testing team which performs a dedicated QA like normal SDLC flow. Best Practice is to have a dedicated testing team which performs QA of the developed bot.
Deployment and Maintenance:
After the Development and Testing phases, a bot is ready for distribution and enters maintenance phase.
Related Article: RPA Case Study – Data Migration & Management
RPA Interview Questions 8) What is the difference between thin client and thick client?
Answer)
Thin client:
It is any application that we cannot get the quality properties while spying using any RPA tools.
e.g. Any virtual environment
Thick client:
It is any application that we get pretty handful of attribute features using RPA tools
e.g. calculator, Internet explorer
RPA Interview Questions 9) What are Limitations of Robotic Process Automation?
Answer) Limitations of RPA are:
RPA surely improves company efficiency by powering repetitive human effort, but there are limitations to the types of work that it can be applied to – especially ones that require judgment.
RPA is not a cognitive computing solution. It cannot learn from experience and therefore has a ‘shelf life’.
Implementing RPA to a broken and incompetent process will not fix it. RPA is not a Business Process Management solution and does not bring an end-to-end process view.
Enterprises need to be aware of various inputs coming from multiple sources. It cannot read any data that is non-electronic with unstructured inputs.
RPA Interview Questions 10) How to Select an RPA Tool?
Answer) By considering several factors we select a RPA Tool for Businness Process Automation,
Technology
First and foremost is the technology in which RPA tool has been built, like Microsoft, .NET, IBM Mainframe, Java, web etc. The tool has to be platform independent, considering many of the organizations perform their day to day tasks outside the local desktop using Citrix or Virtual machines etc. So the automation solution should be able to support any application and platform.
Interface
Next most important feature is the RPA tool’s user interface. A complex user interface will delay the process of implementation and increase the learning curve and adaptability. A more user-friendly interface like drag and drop, auto capture, image recognition etc. would be better.
Management
It is important to know how effectively and easily the robots can be managed considering these robots are going to be replacing your human workforce. There should be a high level of visibility and control in terms of process monitoring, process change, development, re-use etc.
Security
Security is one of the most important factors to be considered. How safe are the robots when compared to the humans? After all robots/RPA tools are also a piece of software, so how much more security controls can be implemented, test the code rigidly and lock it up, the better.
Related Article: RPA Use Case in IT And Infrastructure
RPA Interview Questions 11) What are the important Phases of RPA Life Cycle?
Answer) Phases of RPA Life Cycle:
Analysis
The life cycle in RPA begins with analysis phase. Business team and RPA Architect work together to identify a business process for RPA development.
Bot Development
RPA developer(Team) starts working on the requirement in their environment possibly a separate development environment.
Testing
There are two approaches on which testing is being carried out.
Some organizations conduct Testing by Separate Testing Team, While other few have a dedicated testing team which performs a dedicated QA like normal SDLC flow.
Best Practice is to have a dedicated testing team which performs QA of the developed bot.
Deployment and Maintenance
After the Development and Testing closure, a bot is ready for deployment and enters maintenance phase.
RPA Interview Questions 12) What Is Blue Prism’s Robotic Automation?
Answer) Robotic Automation refers to process Automation’s where computer software drives existing enterprise application software in the same way that a user does.
Automation is a tool or platform that operates other application software through the existing application user interface.
RPA Interview Questions 13) Is Robotic Automation Like Screen Scraping Or Macros?
Answer) No, clerical Robotic Automation is a generation on from old technologies like screen scraping or macros.
The major differences are:
Robots are universal application orchestrators – any application that can be used by a person can be used by a modern robot, whether mainframe, legacy, bespoke application, web service enabled or even a closed 3rd party API hosted service.
Robots collect procedural knowledge which over time build into a shared library that can be re-used by any other robot or device (in the same way objects are built in traditional SW engineering).
Applications are “read” by the robot, either through dedicated APIs where they exist, through the OS prior to application display, or through the screen in the context of the native application.
In this last case the modern robot “reads” an application screen in context and in the same way a user does. As part of the robot training, it is shown how to read the application’s display much like a user is shown.
Related Article: Robotic Process Automation in Human Resources
RPA Interview Questions 14) How to implement Robotic Process Automation?
Answer) There are mainly 6 steps to be followed for a successful RPA implementation.
RPA Interview Questions 15) Is Blue Prism An Rpa Tool?
Answer) Yes, Blue Prism is an RPA Tool.
RPA Interview Questions 16) What Systems Can Blue Prism Robotically Integrate?
Answer) Blue Prism has incorporated many years of experience of integration and numerous technologies into its software. The technologies used are secure, reliable and robust.
Instead of creating new adaptors for each unique application we have developed technology adaptors for all the technologies employed at the presentation layer, Java, Windows, Web, Green Screen/Mainframe and even Citrix.
This coupled with a wide range of dedicated tools that have been developed means that we are confident in being able to link any system with the click of a button. This proven application orchestration capability ensures that new processes can be rapidly designed, built and tested without any impact on existing systems.
RPA Interview Questions 17) Explain about RPA Testing?
Answer) At a broader level, RPA testing can be grouped into 2 categories.
First one is testing the business processes automated through RPA and the second one is testing the instructions passed on to Robots to execute user actions.
Business Process Testing
This is nothing but the conventional testing done for any application. The end to end business process automated by the RPA tool has to be validated here.
If we have to test the RPA use case, a scenario would be to test if Robot is able to get the file from the server, read the data from the application, compare these two data sources, identify any conflicts and send an email notification to respective owner. All combinations of data are to be validated like it is done for any other application.
Robots Testing
There are multiple aspects when testing Robots. The first one is the interpretation of the models by Robots. It is very important that the Robots are able to interpret the instructions given through the models correctly and able to perform actions on the UI accordingly. This need not be tested regularly but when the model is designed/modified or before a Robot is put into use.
Related Article: RPA Case Study – Digital Online Initiatives
RPA Interview Questions 18) What Hardware Infrastructure Do I Need To Run Blue Prism’s Robotic Automation Platform?
Answer) Blue Prism has been designed for flexibility and to meet the most robust IT standards for IT operational integrity, security, and supportability.
The software can be deployed either as a front office or back office process, running quite happily on a standard desktop in the front office or on any scale of systems for back-office processing.
RPA Interview Questions 19) What Is Process Studio?
Answer) A Blue Prism Process is created as a diagram that looks much like a common business flow diagram.
Processes are created in an area of Blue Prism named Process Studio which, as we will see, looks similar to other process modeling applications (such MS Visio) and uses standard flow diagram symbols and notation.
RPA Interview Questions 20) Is Blue Prism’s Robotic Automation Platform Secure And Auditable?
RPA Interview Questions 21) How Do I Get Started On Delivering Processes Using Blue Prism?
Answer) Blue Prism recommends a phased approach to getting started as the Operational Agility framework is eminently scalable. It is typical to target the configuration of between 1 and 10 processes initially with a rolling program of processes being introduced once the framework is established.
RPA Interview Questions 22) What Support Do I Need From Blue Prism Professional Services?
Answers) It really depends on the skills you already have in-house and the way you wish to work. Blue Prism can provide a full range of services from basic training, support and mentoring with a view to quickly getting your team independently delivering ongoing automation, right through to a full turnkey package where we will take responsibility for delivering business benefit within agreed service levels.
Related Article: RPA Case Study – Back Office Administration
RPA Interview Questions 23) Why Blue Prism?
RPA Interview Questions 24) How Long Does It Take In Developing Automated System?
Answer) The basic knowledge required to begin creating automated processes. The project for the initial Operational Agility framework creation. During this time the trainees are delivering automated processes into the production environment therefore generating business benefit.
RPA Interview Questions 25) How Much Does Robotic Automation Cost?
Answer) A “fully loaded” office robot is approximately a 1/3rd the cost of globally sourced agents. The flexibility and ease of deployment mean that this comparison is easy to maintain and judge the nested approach to a given task.
RPA Interview Questions 26) What Is The Difference Between Thin Client And Thick Client?
Related Article: Blue Prism Interview Questions
RPA Interview Questions 27) Does Blue Prism Require Coding?
RPA Interview Questions 28) What Are The Differences Between Blue Prism And Uipath?
Answer) UiPath and Blue Prism both the tools have their respective software/Studio and they are very good. UI and BP both have visual process designers for developing the solutions.
In terms of programming languages
In terms of Control Room/Dashboard
In terms of cost and uses
UiPath:
Blue Prism:
Related Article: Automation Anywhere Interview Questions
RPA Interview Questions 29) Explain The Typical Uses Of RPA?
RPA Interview Questions 30) What Are The Advantages Of Using RPA?
By using RPA:
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Benefits of Robotic Process Automation – Robotic Process Automation Benefits. Here in this blog post coding compiler will discuss on how an organization can efficiently and accurately implement automation processes with the help of Robotic Process Automation (RPA) and what are the Benefits of RPA.
What can RPA do for Organizations?
You Should Read This: Introduction to Robotic Process Automation
In the near future, we will see machines taking a more active role in enhancing human endeavors and renovating the customer experience with RPA will become a digital priority.
Today, companies in many sectors are already applying RPA, in order to transform customer services, financial performance and improve compliance. They expect RPA to drive productivity by automating transactional tasks and to increase profitability by gleaning relevant business information from unstructured operational data.
Related Article For You: Know The Reality of Robotic Process Automation
Robotic Process Automation is expected to save companies 50-70% on labor costs by making intelligent use of resources, near-zero error rates, improved compliance and reduced process cycle time. And RPA doesn’t always mean redundancy. RPA allows employees to focus on only jobs humans can do; strategy, creativity and connecting with people.
The key to delivering rapid automation success is finding the right balance between technology and skilled staff. With Virtual Workers managing structured process execution, human resources can be focused on activities that add greater business value. That’s better for staff, better for business efficiency, and also provides an improved customer experience.
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Robotic Process Automation Case Study – Back Office Administration. Robotic Process Automation Case Study and RPA Use Cases. How your company can efficiently and accurately optimise back-office resources for significant cost savings with the help of Robotic Process Automation (RPA).
Robotic Process Automation helps in optimise back-office resources for significant cost savings.
Back Office Administration Overview
Every organization has routine tasks that demand accuracy and speed but
don’t really require organizationing to accomplish. In fact, such repetitive
processes – clerical, time-consuming and error-prone – can be a cause of
frustration for employees, as well as a waste of precious resources.
You Should Read This: Introduction to Robotic Process Automation
RPA technology is designed to reduce or eliminate the need for people to perform back-office processes, such as those found in finance, accounting, supply chain management, customer services and human resources.
Using RPA, you can automate administration and reporting tasks with Virtual Workers as your back office admin team. These robots handle end-to-end processes, essentially performing any task that a human user would otherwise do manually. A robot can carry out any type of task which is assigned to it, performing it quickly and accurately – every time.
Related Article For You: Know The Reality of Robotic Process Automation
Automation is particularly useful for Finance and Accounting departments where they can automate accounts payable accounts receivable, order management, invoicing, collections and reporting processes to work more efficiently.
Also Read This Case Study: RPA Case Study – Customer Service & Support
RPA also works well for Human Resources, to automatically handle activities such as payroll and absence management, starter and leaver processes and employee data management.
Also Read This Case Study: RPA Case Study – Digital Online Initiatives
By eliminating repetitive and manually interactive processes, RPA drives efficiency, enhances productivity, consistency and accuracy. This enables companies to improve response time to new markets and adhere to global regulatory requirements.
Sector: Financial Services
Challenge – With over 300 staff using a legacy mainframe application to manage the savings and investments for over 400,000 people, this organisation’s customer service operation was struggling to cope with its inbound customer requirements.
Also Read This Use Case: RPA Case Study – Data Migration & Management
Due to restrictions in the 18-year-old system, processing cases often required the use of Excel spreadsheets containing complex business rules, so handling the volume of requests from customers such as policy holders and independent financial advisers – such as updating details, accessing beneficiary details or calculating lump sum payments – was extremely manual and complex with handling each case taking an average of over 20 minutes.
Virtual Workers provide automated execution of customer services activities, reducing average execution times from over 20 minutes to just 2 minutes. Actions can be initiated either by customer services agents or directly by customers or financial advisers in a simple web portal customised for each user type.
Also Read This RPA Case Study: RPA Use Case in IT And Infrastructure
Alongside process efficiency, the instances of human error have
been removed, improving accuracy – a vital factor in a regulated financial services environment. With 10x faster execution, customer experience is streamlined, and service staff are free to offer improved customer interaction. The organisation has estimated productivity improvements of circa £1.5M annually, and an ROI in less than two months.
Also Read This Use Case: Robotic Process Automation in Human Resources
Download: RPA Use Cases PDF
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Robotic Process Automation Case Study – Digital Online Initiatives. Robotic Process Automation Case Study and RPA Use Cases. How your company can efficiently and accurately working together to work faster by connecting process islands with the help of Robotic Process Automation (RPA).
Robotic Process Automation helps in Improving customer experience in digital & online initiatives.
Digital & Online Initiatives Overview
High volume external consumer or internal user phone, email and postal
based orders and requests are costly and inefficient, labor-intensive and
time-consuming.
You Should Read This: Introduction to Robotic Process Automation
Moving transactions and customer or user interactions online is a great
way to deliver efficiency gains. With real-time automated execution via an
online presence, accessible 24/7, organizations can reduce costs and
vastly improve customer experience.
For most organizations, the challenge to achieve this is that legacy management systems have not been designed for self-service and are unsuitable or impossible to offer to customers direct interaction.
But with RPA, existing services delivered in existing applications can be taken online in just a matter of days.
Using a web-based portal to capture user requirements and display results and outputs, which seamlessly links to Virtual Workers who process requirements by interacting with existing applications and systems means that services can be digitized rapidly and non-disruptively, and offered online without change to the underlying process or systems.
Related Article For You: Know The Reality of Robotic Process Automation
And because those systems remain unchanged, the digitized service can seamlessly operate alongside the existing human one, to allow a pain-free transition between communication channels, or even to leave both in place to serve different user profiles.
Digitising services with RPA means any rules-based process can be offered for digital consumption and enables the business to offer a multitude of online, self-service tools, including online request catalogs, customer service functions or citizen support for public sector organizations.
Also Read This Case Study: RPA Case Study – Customer Service & Support
But with RPA, existing services delivered in existing applications can be taken online in just a matter of days.
Sector: Public Sector
Challenge – This Public Sector organisation is responsible for managing the process for appealing penalties issued for parking violations. With 10.8M tickets issued annually, managing the processes associated with appeals involved high volumes of manual processes, paper-based transactions and exchange of information by physical post.
Also Read This Use Case: RPA Case Study – Data Migration & Management
Recipients of a ticket who decided to appeal would complete a form on the back of the ticket and post it, along with any evidence, to a processing centre, where the information would be scanned, validated and either processed or returned for more information.
This was a labor-intensive process requiring a lot of human intervention, the risk of error was high and the interaction using paper and mail was slow, restricting the flow of revenue to the point that the cost of processing each appeal was more than the revenue they received from the associated fine.
A single web portal was deployed to provide an online appeals service, with tailored theming to reflect the relevant local authority, where users were able to quickly and easily submit their appeal online. As information is entered, auto-validation ensures the forms cannot be submitted incorrectly – thus removing the 12-15% rework associated with incorrect or incomplete forms in the manual process.
Also Read This RPA Case Study: RPA Use Case in IT And Infrastructure
Once submitted, a Virtual Worker is able to manage the appeal and processes it in the existing case management system, executing all of the
required information gathering and evidence collection relevant to the appeal, before passing to an adjudicator for final assessment.
This efficient process demonstrated a significant reduction in the costs of manually processing appeals and a vastly improved citizen experience.
Also Read This Use Case: Robotic Process Automation in Human Resources
Download: RPA Use Cases PDF
Want to learn Robotic Process Automation from industry experts?
Robotic Process Automation Case Study and RPA Use Cases. Robotic Process Automation Case Study – Human Resources Use Case. How your company can efficiently and accurately working together to work faster by connecting process islands with the help of Robotic Process Automation (RPA).
Robotic Process Automation helps in manage data in efficiently and accurately working together to work faster by connecting process islands .
Human Resources Overview
Connecting Process Islands – It is not uncommon for end-to-end business processes to span multiple teams or departments within an organization or even externally into third party providers, partners or customers.
Many find themselves with several islands of disconnected tasks, linked by inefficient handoffs and touch process flow. In some cases, the tasks themselves may already be highly automated, providing high efficiencies within the task, but ultimately these disconnected islands make it difficult to provide a fully optimised end-to-end flow.
You Should Read This: Introduction to Robotic Process Automation
Connecting these pockets of activity, or existing islands of automation, is the key to a fully automated end-to-end workflow and a more efficient business process.
RPA can provide the ideal solution to connect these islands and bring all the tasks together to deliver a fully automated and connected service to boost productivity, improve time to market and enhance customer service.
Sector: Human Resources
Challenge – A major offshore outsourcing firm with over 200,000 staff was
struggling to manage its employee turnover process. With different employee details being held in a variety of disparate systems, the starters/leavers process was complex and inefficient.
Related Article For You: Know The Reality of Robotic Process Automation
Parts of this process, such as payroll, user accounts, and Staff ID were undertaken by HR, some by Security, some of IT, and some by Facilities. All these departments worked independently and completed their tasks in isolation making it a lengthy and complicated process, made worse by handoffs between departments being in the form of unstructured email,
thus needing a great deal of data re-entry at each stage.
An automated process was built to connect these islands of activity and deliver a fully automated end-to-end workflow process. The solution now takes information upfront via a simple secure web portal interface and initiates each activity sequentially or in parallel where possible.
Also Read: RPA Case Study – Customer Service & Support
The steps are interrelated into a seamless workflow process and human error has been removed. As a result, the starter process has improved hugely, with a process previously consuming many man-hours
of resource now executed with a minimal human touch.
Also Read: RPA Case Study – Data Migration & Management
It also offers the added benefit of ensuring that employees who leave the organization are immediately decommissioned from all associated systems and access rights removed has delivered immeasurable reductions in risk exposure.
Also Read: RPA Use Case in IT And Infrastructure
EFFICIENCY – Reduced processing time by 90%
REDUCED RISK – Significantly changed
EMPLOYEE SATISFACTION – Significantly improved
Download: RPA Use Cases PDF
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Robotic Process Automation Case Study and RPA Use Cases. RPA in Data Migration & Management. How your company can efficiently and accurately manage data with the help of Robotic Process Automation (RPA).
Robotic Process Automation helps in manage data in efficiently and accurately.
Data Migration & Management Overview
Big data is getting bigger. More and more data is being generated from
multiple sources and it’s getting tougher and more and more time
to consume to manage, measure and analyze. And with this increasing
amount of data available, manual processes and human intervention leave
a greater margin of error.
Many businesses today collate data from multiple sources, such as web
pages for online orders, invoice workflow, email exchanges and Excel
spreadsheets, effectively requiring individuals to log in and out of multiple systems, copying and pasting data between different sources and formats.
You Should Read This: Introduction to Robotic Process Automation
Implementing RPA to automate this high-volume, low complexity tasks cannot only ensure optimal resource utilization but also improve employee productivity.
By replicating human data entry, RPA can be deployed to transfer, manipulate and migrate application and system data quickly, reliably and with a full audit trail, thus avoiding manual re-keying and re-entry and vastly reducing the high instances of human error.
Related Article For You: Know The Reality of Robotic Process Automation
By removing this the margin for error, the data becomes 100% accurate, so the insights and subsequent business decisions are more likely to succeed.
Deploying RPA can also enhance customer and supplier system integration as it provides an electronic interface to the customer and/or supplier systems where a system to system, interface is challenging or not possible.
Sector: Business Process Services
Challenge – This IT and Business Process outsourcer was providing a management service for one of its customers, recording all activities in its own case management application, a shared platform used across all of their clients.
However, this specific customer required the information to be recorded in its own dedicated system too. Using the client’s case management application as well as their own was simply inefficient. However, the two systems could not be connected due to client restrictions, so the only way to get case information from the client system to the service provider system and vice-versa was to use people.
By recruiting temporary staff and redeploying staff from other duties, 12 employees were assigned to manually rekeying the records from one system to the other. This slow process was creating a huge backlog of cases to be migrated and updated.
An automated solution was deployed with Virtual Workers replicating the data from one system to the other, replacing the 12 staff with just two Virtual Workers and delivering work out of hours to minimise the overall customer impact. The backlog of cases was quickly cleared and the reduced cost of temporary staff saved the client around £200K in the first three months of operation.
Also Read: RPA Case Study – Customer Service & Support
REDUCTION – 12 fewer FTEs
PRODUCTIVITY SAVING – £200K in 1st 3 months
SPEED – 3-month backlog cleared in weeks
Read: RPA Use Case in IT And Infrastructure
Download: RPA Use Cases PDF
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Robotic Process Automation Case Study and RPA Use Cases. RPA in IT & Infrastructure Support. How your company can improve efficiency and faster time to deployment with the help of Robotic Process Automation (RPA).
Robotic Process Automation helps in faster time to deployment in Information Technology and Infrastructure support.
IT & Infrastructure Industry Overview
IT support staff are highly skilled, well trained and valuable resources.
But many businesses see their IT Support team spending too much time
manually undertaking systems administration tasks, running diagnostics
and system checks, managing patch processes, backups and many other
daily tasks and just do not have the time or the budget to increase head
count to handle more high value, skilled tasks, or work on business improvement and change projects.
You Should Read This: Introduction to Robotic Process Automation
Companies can optimise their IT resources with the support of a Virtual Workforce. Through either assisted-automation (automation with human support either to initiate or approve actions), or by fully automating (no human intervention) existing user actions and taking over labor-intensive administrative tasks, employees are freed up for more intellectually demanding activities. By focusing on subjective decision-making, innovation and customer-facing activity that can’t be automated, the IT team is far more efficiently employed and feel more professionally engaged.
This Virtual Workforce is, of course, available 24/7. They don’t make mistakes. They don’t deviate from the defined process. They never have a bad day. They work at machine speeds. And at busy times, in an instant more of them can be called upon to step in and take up the load.
Related Article For You: Know The Reality of Robotic Process Automation
They are simple to deploy – often in areas where automation was previously considered to be unviable, and they are easy to manage with a significantly lower level of investment. And above all, you can rest assured that the jobs are getting done – on time, consistently and accurately.
Sector: Information Technology
Challenge – A market leading managed service provider was faced with the
challenge of a new client needing a niche skilled support solution for its systems and applications. The complex management requirements for the new client’s systems left the IT provider with the prospect of having to employ expensive experts to run a 24/7 service operation.
Virtual Workers were deployed to manage and automate the various complex, low volume system administration tasks around IT applications and infrastructure, including validation, regular testing, diagnostics and fault remediation.
This replaced the need to recruit further highly trained staff to perform these tasks. The quality of the service delivered by the provider has improved vastly, with previously time consuming, yet critical activities now being executed more regularly, ultimately offering speedy system support.
The solution not only delivered a better service, but also produced an estimated saving of £250K in staff costs compared to the use of offshore resources, or £500K compared to locally employed staff.
Also Read: RPA Case Study – Customer Service & Support
REDUCTION – 3 fewer FTEs per Virtual Worker
PRODUCTIVITY SAVING – > £250K annually
24/7 – Service operations
Download: RPA Use Cases PDF
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Robotic Process Automation Case Study and RPA Use Cases. How your business can improve efficiency and customer satisfaction with the help of Robotic Process Automation (RPA).
Robotic Process Automation can improve efficiency and customer satisfaction
Customer Service & Support Desk Industry Overview
Typically, call centers and service desks use a number of different systems
and applications and often undertake a high volume of low complexity
repetitive tasks.
When someone calls in, service agents have to navigate these applications while at the same time managing their interaction on the call with the customer. If users connect via email or messaging systems, agents need to translate information from those systems while executing the required actions.
But having to jump back and forth between systems and screens shifts is slow and inaccurate. In a live call, the focus moves away from the caller and the perception of the customer is impacted.
You Might Interested In: Robotic Process Automation Reality
Disparate systems may require the same information – who hasn’t experienced being asked the same identity verification questions multiple times by the same call center?
Additionally, post-call follow up, such as updating records and recording closure activity can take almost as much time as the call itself, thus negatively impacting upon agent productivity.
A good customer experience can drive long-term growth. Which is why customer satisfaction should be the ultimate goal of service desk and call center performance.
Related Article: Introduction to Robotic Process Automation
RPA can be used to automate many of the common tasks in a customer service or support desks, such as incident management, billing queries, user administration and updating records, to deliver many benefits.
Not only can it ensure tasks run flawlessly and consistently during waking and sleeping hours and address and resolve problems on its own, it can link
disparate systems and applications in one single console, build a unified knowledge base that delivers relevant data in real time, and automatically set up and run processes.
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Agents are freed from having to process repetitive, manual tasks and can focus on developing their customer-centric skills. And don’t forget, Virtual Workers can be many times faster than a person.
This allows for a faster turnaround for customer requests and significantly improves SLAs.
Sector: Managed Services
Challenge – A leading European IT Managed Service provider was running a support service for a leading industrial customer who had a large number of employees and a broad mix of legacy and new applications. Handling over 15,000 calls a month, a significant amount of time was being spent by the 1st line support team executing user administration tasks.
In fact, due to the complexity of the systems and processes, the average time for each such incident was almost 6 minutes, as the agent had to inefficiently navigate various systems to access, manipulate and update information, subsequently offering an inefficient service and poor customer experience.
Delivered within 2 weeks, the automated solution – provided through Virtual Workers in place of human agents – was able to complete tasks in less than 50 seconds – that’s an 83% reduction in execution time.
Along with this improved customer service, the volume of support resource required has been significantly reduced and a number of support technicians have subsequently been redeployed, producing a tangible cost
efficiency saving of an estimated €1M.
Download: RPA Use Cases PDF
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