International Trends in Robotic Process Automation

Transcription

1 International Trends in Robotic Process Automation Focus on Adoption practices Apr 30,

2 Robots in Play FTEs Saved Agents are using >1Mil Transactions Handled Monthly >3 Mil Differentiators In-house platform UNO for FO automation Business Case Modeler Cognitive play through TACTiX home-grown ML engine Bot Factory Concept for Acceleration Horses for Courses Approach Scientific approach to technology selection Detailed Parameter-scoring basis customer Ecosystem and requirements 500+ Strong certified RPA experts Trained & certified on Best-of-thebreed Techs Strong blend of Domain, Process & RPA expertise RPA programs carried out for various customers across Canada, US, Europe & APAC across multiple vertical segments Multiple green-field implementations across key accounts INTELLECTUAL PROPERTIES & ACCELERATORS TECHNOLOGY-AGNOSTIC & TAILORED APPROACH RESOURCE STRENGTH & CAPABILITIES STRONG DOMAIN EXPERIENCE & REFERENCES 2

3 Table of Contents Evolution of Robotic Process Automation Dimensions of RPA Industry specific RPA Use Cases Global adoption trends RPA adoption outcomes Case studies with benefits of RPA adoption 3

4 Components Characteristics Capabilities Tasks and Processes Automation of Execute Manipulate Trigger Communicate with system process Replacement or reduction of human effort Optimise processes Software code Enable automation of processes that are repetitive rule based Mimics actions and interactions of users Cross functional capability Multiple applications Automated Data entry Multi system integration Quick completion of repetitive tasks Reconciliation processes Data validation Data quality Process simple business rules 4

5 Evolution of RPA Artificial Intelligence Macro Recorders Application Macros Cognitive Computing Robotic Process Automation Machine Learning Workflow Automation Data Entry Automation Screen Scraping software Deep Learning 5

6 RPA eco-system Enhance your data, process - self learning bot Automate tasks, Complex processes Continuous learning and feedback Workflows and process flows Automatic learning better results Knowledge Base Communication channels - chatbots 6

7 Dimensions of RPA Always On capability Zero touch Digital workforce Continuously improving itself through AI Multi functional expertise No changes to existing architecture Decision tree based mechanism reach same conclusion Operating cost advantage Improve user and customer satisfaction Quick deployment times 7

8 RPA services provided by vendors 8

9 Business Operations IT Operations Service Desk Service Delivery Incident Management 9

10 Telecom BFSI Retail Manufacturing HealthCare F&A ITIL Service Desk Incident Management Request Management Service Desk Automation Event Management Provisioning & Access Mgmt Application Management & Support Availability Management Operations Management Information Security Management SLA Management Capacity Management Knowledge Management Change Management Configuration Management 10

11 Password Reset Process End user raises the request in the self care Portal BOT is triggered by the Portal Request BOT reset the resets the password in the AD Sends an to the user with new password details Invoice Submission Process Vendor submits the invoice on the portal BOT is triggered by the portal input BOT applies filters & retrieves list of invoices BOT validates & checks required parameters PO number, PO copy, date, etc BOT identifies any missing parameters & flags to team BOT Sends an to the org unit for further processing of invoice Pharmaco Vigilance Process Participants respond with daily update data BOT is triggered by the data BOT will read the parameters submitted by participant BOT will login to application and enters respondent data against the specific product trial BOT will update the record & does the QA acitivity BOT will send with updated data Invoice Bulk Approval Process Data Migration Process Data Reconciliation Process Vendors submit invoices for goods supplied BOT will login into application BOT will apply filters for specific date range and download records BOT will compare, verify invoices & PO submitted by vendors BOT will reject requests failing mandatory information and other criteria BOT will validate all parameters before bulk approving invoices submitted BOT will generate report of invoices approved and send to owner BOT will login into source system BOT will apply filters & select required parameters and extract data BOT will validate records for mandatory required information BOT will mark records with missing information and send to team BOT will login into Target system BOT will select records with complete information BOT will create record and enter data into target application BOT will login to applications BOT will apply filters for data ranges and downloads records BOT will perform reconciliation for records of HNI accounts BOT will check Break Point validations & creates reports BOT will send list of records which qualify Break point validations to the team 11

12 Billing & Ceases Revenue Assurance Response MACD Jeopardy Mgmt. Credit Checks Tracking Porting Send SMS Mobile Number Portability ID Generation Order Processing Customer dispute resolution Customer Reassignment Customer data updates Suspend & Retire SIM Provisioning SIM Swap 12

13 International Trends in RPA adoption The 2016 RPA technology vendor market was estimated at over US$200 million, and has witnessed a growth of circa 64% over the last year The future growth is expected to be even more explosive due to the success of many initial proof of concept projects that are moving into larger scale and live operations. There is also increasing buyer confidence North America is the largest RPA market, followed by United Kingdom. Adoption in Asia Pacific is expected to accelerate with increasing adoption of RPA in Global In-house Centers (GICs) and business process outsourcing contracts Large organizations, which typically have the potential for large scale deployments, are at the forefront of RPA adoption High volume and transactional processes, especially in highly regulated industries, are ideal candidates for RPA. Consequently, RPA adoption is dominated by organizations in Banking and Financial Services Industry (BFSI), followed by telecom & media, and healthcare RPA technology vendors product FTEs are almost evenly distributed across North America, Continental Europe, and India Source : 13

14 International Trends in RPA adoption Source : 14

15 Drivers for RPA adoption Cost reduction: It can yield cost reduction of 35-65% for onshore process operations and 10-30% in offshore delivery Optimization of operations: Enhances operational efficiency and productivity Improves process timelines, accuracy, security, and continuity Improves compliance through rule-based automations, which can enforce compliance requirements and always maintain audit trails Return on Investment (RoI): It can take just 6-9 months to recover RPA investments Non-invasive nature: It is largely non-invasive; does not require major IT architecture changes or deep integration with underlying systems Easier management & control: UI-based automation creation options, along with dashboards for monitoring operations, make it convenient for running and managing the automations Source : 15

16 Considerations for RPA adoption Cost saving due to RPA is dependent on the potential extent of automation, which varies by the function. The cost saving is driven by reduction in headcount, which results in a decrease in costs across all dimensions, with people cost being the largest contributor Buy-side organizations have been largely piloting RPA through tactical deployments, motivated by an urgent requirement vs. strategic vision. Consequently, organizations often follow a pilot or proof of concept approach in order to gain organizational buy-in, and learn how to utilize automation The primary barriers to successful adoption of RPA include concerns from their IT team, lack of knowledge about software robots, process stakeholder buy-in, and funding Source : 16

17 Conduct workshops with process SMEs & Identify processes Business rules, exceptions, & other related metrics such as AHT, Volumes, etc. Information captured in stage 2 is plugged into Modeler Feasibility study for RPA fitment with client environment Feed process information is entered in the effort estimator Process metrics and factoring in the efforts to implement the solution Assess Capture Analyse Check Estimate Create (processes at High level ) (select the processes for RPA) (Deep analysis of processes) (for the feasibility for RPA ) (efforts & Robots required) (Business case & implementing plan) Prepare a process heat map Shortlist a quick wins / impact processes Complete process information is captured Detailed process assessment and Provides visibility into fitment & prioritization for the RPA program Feasibility result along with detailed impact assessment Create PoC as needed Detailed effort estimates are generated for the shortlisted candidates in manhour terms A comprehensive business case projected benefits, and create ROI 17

18 - - $ 250 K : $ 2.0 M : $ 220 K : $ 1.2 M : $ 600 K : $ 2.8 M 18

19 #1 UI Path Implementation for a Canadian Telco About the Customer The customer is a major provider of telecommunications services in the Canada Challenges Improve average handling time Reduction of the SLA to the customer and achieve provisioning/porting out etc. in much lesser time. Meet growing volumes & reduce agent training & onboarding time 24% AHT Reduction Zero Integration w/ IT Stack 3 Months Project Duration 25% FTE Saved 3 NPS improvement 480 Person Hours of Effort Solution Approach FTE Savings Assessment of current back office processes and implementation of Robotic Process Automation using in-house developed platform - UNO. UNO helped automate manual predictive processes in the back office, reduced average handling time and improve end user experience. Reduced 9+ manual process steps to 1 manual process step (automating other process steps) in port out scenario FTE count Before UNO After UNO 19

20 #2 UNO implementation for Large Telco in Philippines About the Customer The customer is a major provider of telecommunications services in the Philippines Challenges Improve customer experience & reduce average call handling time. Meet growing volumes & reduce agent training & onboarding time No integrations with IT stack 20% AHT Reduction Zero Integration with IT Stack 5 Months Project Duration 60 FTE Saved Improved Customer Experience 2200 Person Hours of Effort Solution Approach Tech Mahindra carried out a thorough process assessment to identify & highlight gaps & improvement areas in the process & suggested a holistic approach to Robotics. Implementation of UNO desktop unification and automations for the Wireless prepaid operations for a team size of 300 FTEs - reduced agent manual steps & reduce time taken to search & display customer related information 20

21 #3 Blueprism implementation for a South African Bank About the Customer The customer is one of the largest African financial services group. It operates in 30+ countries in the world, including 15+ in Africa. Three main pillars of their business are Personal & Business Banking, Corporate & Investment Banking, and Wealth Liberty Challenge Challenge before this global bank was to transform its Digital Account Origination process to ensure market-beating customer experience at reduced costs, security, scale & speed. The pre-robotics process took in excess of 23 days for account enablement & 5+ days for the Verification process. The best case system touch time was in excess of 25 minutes. The process was highly manual, repeatable, system-intensive & error-prone, which led to slow response times in turn leading to poor customer experience. 4X Faster 332% Productivity Improvement 6 Months Project Duration Assumptions 1:5 Robot : FTE 80% FTE Reduction 2600 Person Hours of Effort The Solution Tech Mahindra started by conducting a thorough process assessment with the customer s process experts to identify & highlight gaps & improvement areas in the process & suggested a holistic approach to Robotics. The process, which had 7+ applications with several hand-offs, was fully automated with 24*7 robots installed in a fully virtualized environment. 9-hour FTE shift (with 80% productivity) Average Daily Volume is 100 Dependency on 3rd party data sources (Quality & depth of data) Data formats are standardized (Pay slips, bank statements et al) 21

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