What is our primary use case?
Our primary use case for Automation Anywhere is to help our clients achieve efficiencies in their businesses and capture revenue opportunities that they would otherwise miss, either due to lack of ability or lack of speed.
We have automated a different variety of processes, anything from inbound communications, from clients to our customer. Those inbound communications have to be processed and digested, then acted upon, some of which can be straight-through process automated, which is a fantastic time savings for them. The ones that can't be, can be routed to the right folks in a very quick manner, rather than being manually read and inspected, then categorized and passed on.
We have also addressed financial processes around invoice reconciliation or accounts payable. There are processed around sales. If you think about how people use Salesforce and spreadsheets and other systems around Salesforce. There is a lot of copying and pasting of data in and out of Salesforce, then into those other systems. We can make all that go away, so their sales reps can focus on selling. So, there are a lot of great use cases like that.
How has it helped my organization?
One thing for our organization, Automation Anywhere has helped us find new clients and help those clients find new opportunities to improve their businesses that previously seemed out of reach to them. There are other ways that we could solve these problems which are more expensive and difficult to implement. With RPA, specifically with Automation Anywhere, it has really helped us engage with those clients and achieve the results that they want.
With Automation Anywhere, we have had good success, having folks with all different varieties of technical backgrounds. Both our most technical staff, as well as our least technical staff, have been able to engage. We can engage directly with our clients' representatives, their business users, and their IT users, then get them up to speed, so they can all be part of the process. Making everyone part of the process is what really makes it catch on in an organization.
What is most valuable?
When I think about Automation Anywhere, it's not a specific feature that really defines it. It is how the whole package works together and a type of holistic view of how you attack automation problems, particularly with RPA and IQ Bots. So, there is a real sense of the whole picture, not just one feature or specific thing that jumps out for me.
What needs improvement?
The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved. So, I sort of look at it like a water level. If I can lower the water level, then there is more surface area of the business area exposed above the water, and that's the stuff that we can go solve.
What do I think about the scalability of the solution?
As a partner of Automation Anywhere, I view it as part of our job is to create scale problems for Automation Anywhere to solve. To make the solution big enough that it finds those edge cases. We haven't had any problems with scale and stability with Automation Anywhere, so I hope to create those problems, then work with Automation Anywhere to solve them.
How are customer service and technical support?
Our experience with technical support at Automation Anywhere has been great. They have been very helpful, especially during the PoC, processes which are sort of early on in their sales cycle, or when we were just starting with Automation Anywhere a couple of years ago. We got great support for getting it onboarded in-house and getting our team up to speed. So, we have found it to be a great partnership.
Which solution did I use previously and why did I switch?
Our clients use all types of software, whether it's process offer, decision management, RPA and they even use multiple tools of those. Our objective is to make sure we take care of the client, whatever we want to use. However, we've found that our clients are successful with Automation Anywhere, and it's been a good place for us to invest with our clients to achieve great results.
How was the initial setup?
From two perspectives:
- The initial setup, as a partner, was very straightforward.
- The initial set up from a technology point of view, although it was unfamiliar to us when we started, was also pretty straightforward.
What was our ROI?
We measure ROI. The way we do it though depends on each client and whether we as a service provider have access to that information, which also depends on the client. But our clients, they measure it in a bunch of different ways. My favorite example is one where we were enabling service providers for them, basically a set of new sales reps coming onboard that have to be certified with government and have to go through an approval process. That process used to take months to run through, but with RPA, we were able to automate it and get it done in a week. So, from a revenue enablement point of view, we took all the friction out of that process, which has huge ROI for our clients.
What other advice do I have?
Prior to working with RPA at BP3, we worked with a lot of process and decisioning technologies and also integration technologies. So, we have sort of a unique perspective on how RPA fits in and plays well with others. In particular, we're partnered with IBM and Automation Anywhere, and we saw them on stage together, presenting. I think Automation Anywhere, from a cultural perspective does a really good job partnering, but they also provide a product that works well with other products, so it's easy to integrate too. It's easy to include it in a solution and easy to use it to drive a solution which leverages other technology.
In today's market, you have to think about, how was RPA today and how would I rank it versus what it can be in the future? I think we're in the early innings of what RPA can be and what Automation Anywhere can be. We saw some indication of that in the keynote speeches. You can just get a sense for the scope of the vision and where they want to take RPA at Automation Anywhere. I won't try to rate against the future, but I think we're in early innings, two or three versus a ten. But, when you compare it to the state of the art today, I'm really impressed with RPA, and I think it's an eight or maybe nine (out of ten).
I would recommend if you're starting out to look at RPA and how to get started with Automation Anywhere. That is the first thing that I would do is. Find a couple of problems that you think are easy, then take a moment to really think about problems which are important to your business, because you have a limited amount of focus for your business. You business only has a few limited resources: time, money and focus. If you're going to spend that focus, spend it on something that matters. It's fine to do a research project or a pilot project, something that doesn't have a lot of risk. You have to do something that matters for your business, and if you're having trouble finding that and making it make sense in an RPA context, then I'd say work with someone who can help you reframe the problem so you can find those opportunities.