What is our primary use case?
We have a client with a line of bars in the service/hospitality industry who wanted to have a system which takes a reservation for restaurants. They wanted to use IBM Robotic Process Automation software for this on the back-end. E.g., if a user wants to make a reservation, they can select a restaurant make if a table is available and at what time. On the back-end, IBM Robotic Process Automation will log all that data and create the reservation for the client.
How has it helped my organization?
From a business users perspective, all they care about is the dashboarding and reporting feature. It is very easy to take a dashboard or report, then use that report for their own internal purposes.
What is most valuable?
It is easy to use. We have enabled our resources who don't have a background in automation to be certified and trained, then implement this product within a very short period of time, as it is very user-friendly.
What needs improvement?
I would like more drag and drop type of features. If you look at some of the competition, they do provide that scalability feature, where a user who doesn't know anything about automation can work off of it using a bunch of drag and drop things. That is what our clients are looking for.
I would like it to do pretty much everything out-of-the-box without any need for any customization. However, that is not the case right now. We absolutely have to do some amount of customization with the solution in order to use it out-of-the-box as-is.
How are customer service and technical support?
The technical support is great.
If you previously used a different solution, which one did you use and why did you switch?
The client was looking at a solution. Because it was an IBM client, this solution was their top choice. When they were trying to compare IBM Robotic Process Automation against the other things which were there in the marketplace, we decided that because it was an IBM product backed by IBM support, this would be the primary driving factor for the client to pick the solution.
How was the initial setup?
The initial setup was not complex at all. It took less than an hour to set up the solution.
We were able to put up a solution, like set up a port or create an application, in such a short time from the ground up. We are able to run this and put it in production with minimal effort required, and that is a big deal for us.
What about the implementation team?
We used an integrator for the deployment.
What was our ROI?
This solution produced a good ROI.
Which other solutions did I evaluate?
If you compare it other competing products, it is pretty good in this space. It provides ease of use when you perform a task. If you compare IBM against the competition, the amount of effort required to set up a part or set up a process is way less than what you get from competition.
What other advice do I have?
Put IBM on top of your list because we have done the analysis. We have compared this solution with other solutions that are out there in the market. Nine times out of ten, this would be the go to solution if you are considering all of the factors. I would strongly recommend other clients to start looking here.
We have not integrated the solutions with other solutions. It is a standalone implementation.
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.