What is our primary use case?
We manage customer accounts: their orders, modifications, account cancellations, and back office stuff. For example, our clients are network marketing teams. Therefore, they will have accounts for multi-level marketing (MLM). They want their orders and accounts modified. For some of them, we want to change their subscriptions or cancel their accounts. These are all submitted as requests through online forms. Then, we will take them and do the modifications. We do this process automatically through Kryon.
All our bots are actually licensed for unintended, but we are not able to use them. So, we have currently 15 bots and all of them are attended only.
How has it helped my organization?
It has been helpful in reducing the manpower and error rate since we are able to run tasks 24/7 without interruptions. As humans definitely take breaks and there may be absenteeism that is unexpected, the solution provides continuous work. Humans tend to make errors once in a while, but the solution has almost zero percent errors.
We are able to cope with our clients's demands. No matter how much volume they throw at us, we are able to get it done quickly. That is where we see the biggest returns.
If a client gives us a new task, and it is a recurring volume, procedure, or SOP, then we are able to automate it within approximately a week. Then, they will be up and running with that automation.
If it's a very simple task, we can automate it within about a week. If it's complex, then it will maybe be a couple of weeks to three weeks at most. We mostly differentiate simple and complex tasks by the number of steps involved. Sometimes, we need to cross check multiple accounts for a single request. We need to ensure all the information comes back correctly and that the logical calculations are done correctly. The more number of steps, the more complicated task that we will consider it to be.
We do code level modifications, which are already prewritten, and everything is with us. We don't use any of the advanced features of Kryon.
What is most valuable?
The simplicity of it: Kryon was very easy to learn and implement. The learning curve was very small. It didn't take a lot of time to set up or go live.
It is easy for business users to utilize. Mostly, it is a visual based tool. You don't need any expert coding knowledge. Even if you don't know anything about coding, a couple of weeks training should do the trick, as long as you are able to identify the logic behind whatever task you're going to automate.
What needs improvement?
While it does help reduce manpower, we still do require manpower because there are some processes and steps that we cannot do with automation. It may be too sensitive to be done by automated processes. In those cases, we still need manpower.
It does help to identify which tasks can be automated based on Kryon functionality, until you have close to 50 multiple tasks from one client. As soon as we automate any one of our top volume drivers, we try to understand how we can automate the next one orthe next highest volume driver. We have tried to use Kryon's functionality to the max, but still there are some limitations that don't allow us to automate all the tasks. E.g., anything that involves free form text is a major drawback. We use forms which get their data from our customers along with their account details. So, their form details are always the same. They don't change the fields, only the values are different. If it were an email, every customer would use their own words to describe the problem. It's difficult to write simple logic that is common for all types of words. I think free form text requires artificial intelligence. However, the lack of AI is not a big issues.
Another major drawback is OCR. We are not able to read scanned documents correctly in a reliable way. There is always some margin of error. Some of the processes require us to read scanned documents, and you need to ensure that it is 100 percent accurate. Without that level of assurance, you can't automate such tasks.
Our client uses Citrix NetScaler Unified Gateway. It is a virtual machine. All the tools that we use run from the client's location and through a virtual machine called Citrix. It is projecting the remote screen onto our screen. Kryon is not able to identify individual applications behind Citrix. All it makes is a screen by taking the image. So, Kryon's functionality is limited to screen reading. Because of this, we are not able to take advantage of the Windows functionality or web server functionality. like browsers. They are not able to identify whether it's a browser, etc. It can just read from the screen. Being able to identify applications inside Citrix would be a huge advantage for our processes.
Their logging features are minimal.
Reporting-wise, there are some reporting options, but I don't think they are very practical from the point of developers.
For how long have I used the solution?
I have been using the product close to a year and a half.
What do I think about the stability of the solution?
We haven't had any instability. It is very stable.
So far, the upgrade process has been smooth, but it does take a few hours. The upgrade process could be better. Right now, it takes a few hours for them to set it up. We must wait to have a shared meeting. They have to wait for us, and we have to wait for their availability. It would be better if we don't have to wait for them, and similarly, they don't have to wait for our availability.
What do I think about the scalability of the solution?
Everything is managed by our console and the Kryon admin. All we had to do is get a license, add the system name, and the bot is simultaneously up and running. So, stability is very simple.
We have two types of roles: developer and tester. Developer does the coding work and shows new tasks are deployed. Once they are deployed, the tester's work would be to ensure the tasks are running correctly. We have a license for an unattended bot. However, because of the Citrix issue, we still need to have at least one person on the floor to monitor the bots in case anything gets stuck, the tool is not responding correctly, or ground does not direct the total Windows, etc.
We have seven people covering all the shifts 24/7. Apart from developers, we have four testers. One developer is enough for development and maintenance, but we still have three to ensure that all of our shifts are covered. Thus, we can work on multiple task at the same time.
How are customer service and technical support?
The customer service is pretty good. The only problem is availability. Because of our high transaction volume, we have to give a scheduled time to them. Similarly, their experts also need to schedule among other customers. So, there is no dedicated support, but I know they are available and very helpful. It just takes a bit of time to contact them with both of us trying together. On average, it takes three or four days to schedule something with the customer services.
If it is an emergency that makes our bots go down, they will make special arrangements with us. They make sure that they are available immediately. We haven't had downtime for more than 24 hours, so far. The customer service is great in supporting us.
Which solution did I use previously and why did I switch?
This is our first RPA solution. We did try automation with Visual Studio, like encoding, but it was a failure. We thought RPA would be a better solution: easier to implement and error free. It made sense at the time, and it's still helping us out.
How was the initial setup?
The initial setup was straightforward.
The deployment took a couple of days: One day to set it up and one day to review.
We just have one environment with multiple bots. We straight away went into production. We didn't have a testing environment or equivalent.
What about the implementation team?
There were Kryon people who took care of everything. They just had to arrange the requirements. Once that was done, they were able to take up a remote connection and set up everything. They were helpful, ensuring everything was properly working and up and running.
At the beginning, we had fewer bots. So, we just went straight into it without a plan. We asked the Kryon team to set up a server, and they did. From there, they licensed us the bots. Once that was done, we started coding and straight away implemented them. Anytime that we have required an upgrade, we will just add additional bots.
If they need to upgrade the version, they will let us know that a version is available. We give them a suitable time and they will schedule a meeting to upgrade it remotely.
What was our ROI?
Error rate and manpower has been reduced. The error rate has been reduced almost to zero. Though, sometimes, some of the tasks are done better with humans than Kryon.
We are not exactly saving money at this stage, because we have invested a lot in Kryon. Our transaction volume and cost that we are receiving has not yet equated in a profitable way. We are moving to a more profitable way going forward, but it will take a bit more time. In maybe another year or so, we will see some improvement and ensure that this solution is profitable.
It saves our business analysts a couple hours per day.
What's my experience with pricing, setup cost, and licensing?
Our workforce management (WFM) team is managing the licensing costs.
Which other solutions did I evaluate?
Kryon was our choice. Our project manager brought in Kryon team for a demo. Once we saw the features, we did a test with their training specialist, then we were convinced that we could utilize this for our requirements. We didn't look at any other options at that time.
What other advice do I have?
It is a good solution if you're not using any virtual machines, like Citrix.
It would be better if you get a demo or automate a simple task using Kryon. Get them to show you a proof of concept so you can understand what other challenges that you will have rather than blindly implementing it. Definitely, get a demo to see how efficient it is. Seeing it in action helps a lot.
We are not completely moving to a digital transformation. Even our management doesn't agree with 100 percent digitized solutions. They still want some level of human involvement, as well as for auditing.
The humans in our company have been concern about the robots taking over their roles. The robots take up most of the redundant tasks and focus on those. This ensures that our agents do the more complex ones or the low volume drivers. The agents do all the ones that require more logical reasoning, installation processes, or secure processes. We train our agents on these tasks and reassign their skill sets. We give them more training, giving them more complicated tasks. We aren't trying to lose our agents, even though manpower reduction is there. We just trying to retain them, but for different types of tasks, ones that require more human involvement and thinking.
We don't use Kryon Process Discovery or any of their web related services.
Automation takes up most of the walling that we get from our clients. Ground is being used extensively. However, the limitations are caused by Citrix, which is making us rethink our strategy sometimes as to whether we will be able to increase with the product. We want it to be faster and more reliable. We want to ensure that with any errors which occur, it is able to identify those errors, and it's able to rectify them or at least log of them. We want to take a look at them or notify people. Currently, only because of the Citrix issue, we are constrained. We might need to take a look at another software that supports Citrix more efficiently. Currently, there's no plan to increase usage, but it is part of our major usage as of now.