What is our primary use case?
We are an IT services firm. We use it for simple processes, but also for complex. We usually take up simple processes for manual tasks, which are easy to automate.
We have mostly done financial services: finance and accounting processes. That has been for the most part. We have also used it in HR and recruitment to find resumes online, and in other processes.
What is most valuable?
Its ease of deployment is the most valuable feature. We have found with many customers that it's quite easy to deploy. The other valuable feature, which is not from a technology perspective, is how Automation Anywhere collaborates with us. So, it has made our journey much easier than with other partners that we have.
What needs improvement?
Room for improvement is more on the IQ Bot side: How quickly we can adopt and deploy it?
Another area which I feel would help is how the business can adopt it:
- Is it easier for the business to make changes to the tool once it's deployed?
- How can the business take up roles in the man-machine continuum?
- How can the business and machine work together, and how does the role change for the business stakeholder.
It's more on the change management side, but includes all of the tool enabler.
What do I think about the stability of the solution?
It has been quite good in terms of making changes. As we are working on the process, it's much easier to make changes.
What do I think about the scalability of the solution?
In terms of scaling up, we have not had issues with bots which are in production. In UAT, there have been scaling issues. But in production, as long as a solution is good, then it works.
Which solution did I use previously and why did I switch?
It was a strategy from our company. We were looking to reduce the cost of operations for our existing clients. We were looking at different ways in which we could reduce our business, in a way, by reducing costs and get more business from the same clients. So this is where we started, by looking at automation as a major thing for Hexaware itself. It starts from our visions, which aligns very well with what Automation Anywhere provides, as a platform. That is where we started, then we have obviously grown and been able to automate many processes, which helped us to get many deals where we are upfront and able to tell clients how much optimization is possible. This is sort of my role, to showcase to the clients how much automation is feasible, in a particular process. We are quite good at that and have been able to do multiple engagements in this space.
What was our ROI?
We have automated one process, which was running with 109 people. We reduced it down to 69 with automation.
Which other solutions did I evaluate?
We looked at Blue Prism, UiPath, Automation Anywhere, and World Fusion, and we struggled. Initially, we worked with other firms, but we have seen a great synergy with how Automation Anywhere integrates with our team and how we are getting support from Automation Anywhere. When we are going to a client with Automation Anywhere, it's much easier. That collaboration with their support team, and their advice to us, is extremely good. That's why we end up referring Automation Anywhere.
What other advice do I have?
I would like to use IQ Bot a little bit more and understand more about what is offered, as to what features are there. One of the key challenges that we have had, in implementation, is for complex processes, especially where the input is not standardized. So, IQ Bot seems to be a good tool to use there. Hopefully, it will address everything, but mostly on that.
I would rate the product around eight to eight and a half. Mainly, because there is always room for improvement, and we're happy with the tool. There are areas which we need to understand more, as well, like IQ Bot for instance. We did one engagement with IQ Bot, but we need to mature ourselves into how we can utilize it. As the product matures, I'm sure it will be easier for us.
My advice will be to get a partner who is wiling to work with you and is willing to collaborate. This will make your life easier in the automation journey. There will be initial hiccups when you are getting into this journey, and that's just part of any journey. You need to look internally as to how you can improve, and work with a strong team, to deploy the solution.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.