Automation Anywhere (AA) Review

Helped us with integrating solutions which did not have API integrations

What is our primary use case?

We'll be discussing our implementations for Salesforce and using Automation Anywhere to automate sales for processes within the organization. We focus mainly on sales and BFSI.

How has it helped my organization?

A very important piece within sales is that we've noticed most of the salespeople hesitate from updating their Salesforce at a frequent interval. You jump on a call, you have multiple calls with your customer, and you hesitate to keep dealing these updates within Salesforce. The idea behind this implementation, or this specific solution, is that we take care of all the updating of Salesforce processes. We take care of all lead conversions, lead updates, lead generations, etc. through our RPA. All you need to do is have a conversation with your bot, and say, "Hey, I just had a conversation with Nick. He seems good with all the implementations. We should convert him from Level 1 to Level 2." These basic implementations have been taken care of.

We're also looking at mobile transcription. So, if you are on a call with XYZ, you say, "Hey, I'm jumping on a call with XYZ, just transcribe what I'm talking about." So, you transcribe those calls and update them in your total documentation. That's the idea.

What is most valuable?

Automation Anywhere has been an integral part of this product's evolution in general. A hindrance that we were faced with was companies who did not have API integrations for Salesforce. This is where RPA and Automation Anywhere came in and helped us with integrating solutions which did not have API integrations within themselves. That's how we've evolved in the past two to three months.

What needs improvement?

IQ Bot seems to be a good solution that Automation Anywhere has come up with. It sets them apart from the other solutions. I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on.

What do I think about the stability of the solution?

It is absolutely robust. Automation Anywhere as a solution, as well as our implementation, have been robust in nature with thorough testing and UAT processes being involved. Automation Anywhere can be considered as one of the most stable RPA tools in the industry, according to the perspective of the limited amount of tools that I've used. But, Automation Anywhere seems to be the most stable one.

What do I think about the scalability of the solution?

We initially started off with a customer who had just three bots. We've now scaled them to 15 bots. It didn't take us more than an hour to scale. Automation Anywhere helped us scale from one bot to 100 bots within a period of hours, if not minutes. Unless you're scaling from 10s to 1000s, I think Automation Anywhere has it covered.

How are customer service and technical support?

Support is five (out of five). The technical support is better than any other automation tool that I've seen. The ticketing resolution that they provide not only for paid customers, but for PoCs that we conduct, IQ Bot, and other scenarios wherein the product might not be functioning properly. The support is top-notch. There are scenarios wherein we need to be able to identify the best possible solution, and there is support for that as well.

How was the initial setup?

We started off about one and a half years back initially. In those days, Automation Anywhere hadn't picked up so much. The initial setup was difficult, but as they have moved from on-premise to cloud, the setup has become much easier. Now, we are hands-on with the setup and can do it within hours.

With another client, we are saving about 20 hours. However, we are not able to justify that return on investment by just saving time. There are other parameters that we would have to look at for justifying the ROI.

What was our ROI?

The return on investment for most of our clients depends from scenario to scenario. Some of them look at it on a long-term basis and some of them look at it from the amount of time saved. For example, we are currently working on a solution for a CIO. We are saving about four hours of his time during a particular week. The return on investment for that particular person is humongous.

Which other solutions did I evaluate?

We evaluated all the solutions. We had different RPA tools. Looking at the feedback from the market and the type of technical support that we had received, we went ahead with Automation Anywhere. The major reason for going with Automation Anywhere was the technical support that developers have.

What other advice do I have?

I'd rate it an eight point five to nine because there's still always room for improvement.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
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