Intelligent Automation. Transforming Enterprise Automation. The VALUE of DCM/BPM & RPA

Transcription

1 Intelligent Automation Transforming Enterprise Automation The VALUE of DCM/BPM & RPA Whitepaper January 2018

2 Digital Process Automation Drivers In today s digital world, businesses and organizations are under pressure to perform at peak efficiency and offer superior customer service. The need to react quickly to customer and market demands continues to increase. Customer expectations are higher than ever. It is no longer big business beating the small, but the fast beating the slow. Native digital companies are disrupting entire industries by rapidly delivering innovation and superior customer experiences. Organizations struggle to meet these ever-increasing demands due to complex business processes and legacy systems that are difficult to change. Traditional information technology lengthy life cycles hinder digital transformation agility. Organizations are vulnerable to digital disruptions by competitors. Eccentex Digital Business Platform with DCM/BPM and Max RPA enables powerful digital automation solutions that can help businesses accelerate digital transformation to create superior customer experiences, improve business process efficiencies, and react quickly to market demands. The Eccentex Digital Business Platform along with Max Robotic Process Automation empowers organizations to create Digital Process Automation Excellence and stay competitive with continuous innovation. It is critical for businesses to automate business processes and tasks, while also enabling human workers to be more productive. Eccentex delivers powerful Robotic Process Automation (RPA), Dynamic Case Management (DCM), Business Process Management (BPM), Enterprise Document and Content Management (ECM), Data 360, Omni-channel integration, Knowledge Base (KB), and Unified Desktop that helps organizations rapidly deliver modern business applications with optimum business processes that simply wows customers.

3 Evolution of Business Process Automation To deliver Digital Process Automation Excellence, it is important to understand the evolution of Business Process Automation over the last couple of decades. In the early days, businesses were focused on enhancing business processes using technology to create electronic forms and documents. Automation of business processes was typically hard coded based on fixed business workflow that guided the user through the process. This became known as the Document Management or Enterprise Content Management (ECM). The primary focus of ECM was on document and repository management across a business process workflow that was document centric. It was not too long, before the concept of Customer Relationship Management (CRM) became a major focus for businesses. This provided all the data and documents together related to a Customer or similar entity. CRM was primarily focused on relationship with a customer centric focus. It soon became evident that complex business processes were often required for both ECM and CRM, as well as other business process applications. The advent of Business Process Management (BPM) proliferated with technologies and methodologies focused on a business process centric view. BPM was also the forerunner for creating Business Process Automation (BPA) or Digital Process Automation (DPA) solutions that could help automate tasks within a workflow, while manual tasks were tracked and distributed to humans. BPM solutions tend to focus on structured and repeatable business processes, such as straight-through processing, or highly repetitive tasks that would ensure human workers followed a strict process flow that was driven by business policy or compliance. As businesses evolved, an increasing trend occurred where workflow needed to be more dynamic or adaptive in nature. Workers were processing more complex tasks that required increasing knowledge and dynamic handling of tasks to achieve an optimal outcome for the customer or situation. There was a need for more than ECM, CRM, or BPM and Dynamic Case Management (DCM) became a new way to build more complex business solutions that required knowledge workers to react in dynamic ways. DCM become a Dynamic Process (Case) centric approach, which included BPM with ad-hoc capabilities to adapt workflows as required. DCM also includes an ECM and CRM component, allowing businesses to rapidly build robust business applications that can adapt to the ever-changing needs of business. These DCM solutions further evolved to make it easier and easier for business analysts versus developers to configure and manage. The need for agility is driven by the demand to accelerate Digital Business Transformation. This is known as no-code or low-code platform capabilities. Robotic Process Automation (RPA) emerged on the scene with a new capability that improved on older screen scraping methods of automation from over a decade earlier. Using patented methods and AI, robots were being created that could perform application based repetitive tasks like how a human works and looks at screens. In the last couple of years this has created a rapid increase in RPA adoption. BPM vendors now include RPA capabilities, while RPA vendors are partnering with BPM and DCM vendors. Many BPM vendors now include DCM, however are still BPM focused. Best practices for dynamic applications requires a DCM centric approach, which includes BPM/BPA/DPA, ECM, CRM, RPA, and AI together within the context of DCM along with no-code/low-code rapid delivery capabilities.

4 Managing both Human and Robotic work together Managing robotic work alone can offer specific automation benefits, but businesses often need to implement Business Process Automation (BPA) or Digital Process Automation (DPA) that has complex workflows that span both human and robotic workers. Soon businesses realized that they need the full set of capabilities which include: DCM Dynamic Case Management empowers human knowledge workers and supports dynamic processes that are case and task centric that follows dynamic workflows that contain both human and robot worker tasks. BPM/BPA/DPA/RPA Business Process Management, Business Process Automation, and Digital Process Automation are different terms for automation technologies with the purpose to create efficient business processes with capabilities integrated with Robotic Process Automation (RPA) and human Dynamic Case Management (DCM). Digital Business Platform The platform unifies all the technologies required for Digital Transformation which includes DCM, BPM, RPA and AI (Artificial Intelligence) together with powerful integrated features for ECM, Data 360 (360 degree view of all customer and related data), Knowledge Base (empowers workers or self-service customers), Calendaring (manage global, case, or task related events), Business Intelligence, and Predictive Analytics (optimize work, create personalized customer experiences, and gain insights to continuously improve). It can be confusing with so many evolutions of Process Automation. Each business needs to assess where they are in their maturity level. If you are ready to combine the latest evolution of DCM, BPM/DPA, RPA, and AI all together in one unified Digital Business Platform, then you are ahead of your competition. You are ready to disrupt your competition with innovation, accelerate your Digital Transformation, and wow your customers with superior experiences across all interactions with your business.

5 Use Cases RPA alone has distinct advantages; however, it is common that many business processes require a combination of both human and robot workers to achieve process automation excellence. There are many industry use cases, such as Complaints, Incidents, Service Request, Investigation, Decision Management, and specific vertical solutions which can benefit from managing both human and robot workers together. As illustrated below, different use case workflows may vary to compliment and assist human workers to achieve optimum case resolution outcomes. Utilizing both the Eccentex Digital Business Platform and Max RPA, organizations can easily create workflows (BPM) that is within the context of a collective case (DCM). Using visual procedure designers, Business Analysts can easily create workflows, where each task is either an automated robot task or performed by a human. All aspects of the Case, Tasks, and Business Process can be managed together in one place to create superior customer experiences. Any automated task exceptions, can easily be reviewed by a human and ensure the best-case resolution within predefined service levels. The no-code/low-code capabilities of the Eccentex Digital Business Platform enables organizations to rapidly react to customer and market demands. Together, Eccentex DCM/BPM and Max RPA delivers process automation excellence to stay competitive.

6 Summary of Value and Benefits The demand for organizations to create innovative, superior customer experiences is higher than ever. Customers expectations continue to increase. Businesses struggle to react quickly to customer and market demands and are at risk for digital disruption by their competitors. Customers will stop doing business with organizations that do not perform. The Eccentex Digital Business Platform with DCM/BPM, combined with Eccentex Max RPA allows organizations to rapidly deliver process excellence to increase customer retention and loyalty. Process automation excellence creates significant ROI for today s businesses that need to accelerate Digital Transformation. Contact your Eccentex representative for a custom demonstration that is tailored to meet your business needs today. Contact Eccentex today for a demonstration of how you can achieve Process Excellence.