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RPA: The future | White Paper 1 | P a g e
WHITE PAPER
Robotic process automation gives a smarter future to business process services by automating routine tasks.
Robotic Process Automation (RPA) A Futuristic Robotic Solution for the Business Needs
RPA: The future | White Paper 2 | P a g e
Executive Summary
Automation in today’s outsourcing industry is the most effective
and much pursued means of bringing innovation in any process.
The primary objective of using robots in outsourcing industry is to
carry out the business processes that would normally be done by
human beings. Robots are most suitable for the processes which
are repetitive and rule-based.
Major benefits of process automation by robots include:
More cost-effective than offshore FTEs (full-time
employees)
Flawless performance of repetitive tasks
They can execute tasks around the clock and at the fraction
of a second
They make gathering and organizing data easier, so a
company can easily predict outcomes and optimize their
processes.
This white paper explains why robotic process automation (RPA)
is important and how it helps service providers effectively
manage business processes.
RPA: The future | White Paper 3 | P a g e
‘Robotic Process Automation’
refers to the use of sophisticated
computer software to automate
rule-based processes without the
need for constant human
supervision
“RPA: The future” – changes outsourcing strategies
Robotic process automation (RPA) is the application of technology
that allows employees in a company to configure computer software
or a “robot” to capture and interpret existing applications for
processing a transaction, manipulating data, triggering
responses and communicating with other applications.
Due to the dynamic nature of the telecom industry there is
always the need for newer and better processes which
invariably lead to processes with multiple touch points and
manual interventions. Most of the companies who adopt
outsourcing as critical strategy face this problem. Emergence of
RPA marks a significant watershed in changing the dynamics of
outsourcing.
RPA helps global companies drive greater levels of productivity and
accuracy, thereby improving their competitive advantage.
Where to Implement RPA?
Before deploying RPA, identify right
areas for automation and build a
business case for them. Today,
Prodapt’s RPA helps multiple
processes with high-volume,
repetitive tasks with many
validation rules; Figure-1 gives some
of such tasks:
Apart from cost savings, RPA gives
significant improvement in the areas
such as Cycle time, accuracy,
reporting & analytics, and controls.
A 2014 survey reports, robotic automation tools are up to 65% less expensive than
offshore full-time employees (FTEs). Therefore, not surprisingly, industry analysts are
looking at RPA to transform the global outsourcing industry, and disrupt the
traditional BPO business model.
“
Figure - 1
RPA: The future | White Paper 4 | P a g e
RULE BASED PROCESS
REPORTING & ANALYTICS
EMAIL TRIGERRING & ESCALATION
FILE TRANSFER TO FTP/WEB
DUAL DATA ENTRY SCENARIOS
AUTOMATIC FORM FILLING
RPA is possible in decision based tasks provided the rules driving
those decisions are well laid out.
RPA provides systematic reports by deconstructing available
data into structured reports, in order to give diverse insights on
how businesses are performing.
This further helps in exploring data by dissecting and extracting
significant perception, which can be used to better understand
and improve business performance
Processes wherein reports are sent through email to multiple
stakeholders are generally rule based; RPA offers as the best
substitute in doing these tasks without any human intervention.
RPA can help in interacting with different system to extract data
and upload it into FTP/Web since these are common rule based
scenarios.
Process which requires data entry in multiple systems/applications
with the same data, RPA replaces dual entry effort and automatically
updates multiple system/application in fraction of time
Request received from various customer portals must be entered in
customer order entry system. If the input is clean and the rules are
well laid out, it can be performed through RPA
RPA: The future | White Paper 5 | P a g e
How RPA Works?
RPA works by capturing and interpreting actions
from existing applications for processing an
order, manipulating data, triggering responses,
and communicating with other applications.
Screen scraping (screen capture) and scripting
are a couple of techniques that provide us with
minimal human interaction and thus enable
mistake proofing, automated work allocation,
and responses.
For instance, RPA performs task by interacting
with various client applications, fetching order
details and validates them based on certain pre-
defined rules. Subsequently, it also updates data
set into different application to complete the
transaction. Thereby significantly improves cycle
time and accuracy of data. It also provides
structured reports, data analytics and controls.
The below figure explains how RPA typically
works.
RPA Limitations
RPA has certain limitations which are listed below:
Non-Digitial Input Types: RPA products can’t
read/extract data from images without using extraction
software to extract data.
Improper input format: Process which receives
multiple formats from different vendors with improper
structure can’t be handled through RPA.
Reading unstructured emails: Data arriving as an
unstructured/unformatteed emails needs human
intervention where RPA product can’t help.
Figure - 2
RPA: The future | White Paper 6 | P a g e
Exception handling & research: Processes which require human
intervention due to exceptional scenarios such as judgement/research
based decision making are not suitable for RPA
Benefits of RPA Implementation
Robotic process automation (RPA) applies specific technologies to
automate routine, standardized tasks. By freeing human employees
from these mundane tasks to allowing themselves to core business
objectives, RPA offers a number of compelling benefits to the
workplace:
Lower Cost
Robotic Process automation creates a 25%-50% cost savings. Process
automation enables 24/7/365 execution at a fraction of the cost of
human equivalents. A software robot can cost as little as one-third
the price of an offshore full-time employee (FTE) and as little as one-
fifth the price of an onshore FTE.
Higher Efficiency
RPA offers an improved service delivery model by
increasing production and accuracy, reducing cycle times
and decreasing the need for ongoing training. Unlike
humans, robots can work 24 hours a day, seven days a
week. Typically, one robot can do the work of two to five
FTEs.
Advanced Analytics
Process automation makes gathering and organizing data easier so a
company can predict future outcomes and optimize their processes.
The analysis determines areas of improvement, and the improved
processes, in turn, produce more specific data that allows for further
improvement of operations and higher levels of efficiency.
Greater Performance & Quality
Out of every 100 steps, a human is likely to make 10 errors,
even when carrying out somewhat redundant work.
Robots are trustworthy, consistent and tireless. They can
perform the same task the same way every time without
error or fraudulence. RPA optimizes capabilities that grow
organizational capacity.
USE CASE: An order entry process takes an
average of 20 minutes to complete an order.
Deploying RPA helped in completing the order
entry process in one-third the time.
USE CASE: Deploying RPA in a fulfilment
process resulted in significant improvement of
process accuracy by consistently achieving
above 99% for the past one year.
RPA: The future | White Paper 7 | P a g e
Conclusion
Robotic process automation is a significant evolution in business
process services. Apart from improved cost-effectiveness,
productivity, and operational efficiency, it also enables enhanced
data quality and an improved control environment.
The outsourcing industry will see RPA playing a major role in the
foreseeable future, whether it’s eliminating manual processing
altogether in favour of “straight-through” processing or advancing to
smart robotics with artificial intelligence built in.
About the Author
Prakash Ramakaimal is the Vice President at
Prodapt, and he heads the Business Process
Services division. An ex-serviceman, Prakash went
on to become a renowned consultant, speaker,
and lean practitioner in the telecom industry. He
is a Six Sigma Black Belt and lean-trained telecom
professional with over 20 years of process
experience.
Prakash’s critical skills include service delivery, business strategy
development, large program management, business transformation,
outsourcing, vendor management, etc.
RPA: The future | White Paper 8 | P a g e
powering global telecom
INDIA Prodapt Solutions Pvt. Ltd. Chennai: 1. Prince Infocity II, OMR Ph: +91 44 4903 3000 Fax: +91 44 4903 3010 2. “Chennai One” SEZ, Thoraipakkam Ph: +91 44 4230 2300 Fax: +91 44 4903 3010
About Prodapt
Prodapt is a leading provider of IT and engineering services with a major focus on the communications industry. Prodapt works with communications service providers (CSPs), ISVs, and NEM customers to help maximize value and reduce cost from IT and network engineering investments. Synapt, the IoT division of Prodapt, has established its dominance in the IoT market with cutting-edge solutions, services, and products. Headquartered in Chennai, India, Prodapt has additional locations in India, US, Europe and South Africa. Prodapt is part of the 120-year-old Indian business conglomerate, the Jhaver Group. The Group employs over 16,500 people across 64 countries.
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