What is our primary use case?
Right now, the primary use case is document retrieval from our client system. We are a healthcare billing company, so we have to pull things like medical records and different documents from hospital stays. So, we used the robots to pull those versus an FTE.
We have both unintended and attended robotics that we use. We haven't really delved into Studio a lot yet. That's going to be part of our staging and going into the next phase. We built all of our basic bots, so now we're going into the more complex bots.
We are on-premise. We were looking at moving to the cloud, so that will be something in our next steps.
How has it helped my organization?
It has a really good turnaround time for our operations department to start working on claims, because all the information has already been pulled upfront with the bots. Instead of having to go into an account and request medical records or a certain type of document, it's normally already been pulled on the front-end as soon as the account loads because we run everything through the bots.
What is most valuable?
The most valuable feature right now is we have been able to utilize our staff better with the bots. We can put them on more high priority items. That was the one thing that everyone was afraid of: The bots would replace them. What we did is retrain them to do other tasks that we needed, as that was more of a priority for us.
What needs improvement?
We do deal somewhat with Citrix. It depends on the client and how the bot has to be set up. We have some clients who do run through Citrix, then we have some who use a VPN tunnel to get in. So, we have it on both.
The implementations or integrations through Citrix are really good. The only problem that we are coming across is just maintenance. If the Citrix platform gets updated and we're not notified, it breaks. So, we have to reconfigure our bot to the new updates. Unfortunately, that's just the name of the game, and that would be true if we were pulling them manually versus a bot. We would still run into that with the Citrix platforms.
What do I think about the stability of the solution?
I would rate stability as a five (out of five). We have not actually had any issues with UiPath. Most of our issues have been with just platforms changing, breaking, and the regular maintenance.
What do I think about the scalability of the solution?
We have about 40 bots right now with 30 ready to be made.
Our team is really small. We have roughly six people who are working with the developers and actually running the bots. We're the only department using the solution. Our department was asked to lead this on, so we've been very fortunate to be able to lead it and be able to help our own department first. Now, we're starting to look at other areas of the company to deploy RPA.
How are customer service and technical support?
We have not used UiPath technical support.
How was the initial setup?
The initial setup was a little complex, but that was because we really didn't even know what we were getting into. We were told by upper management (our CFO) that automation was the next frontier and we had to go that route. We were sort of the pioneers going through this for our company,
It probably took about six to eight weeks for us to talk with development and for them to get the context of what we wanted. It took them about five weeks to actually build the bot. Then, once they built the bot, it was in production. Of course, we had to go back and do some maintenance because it did not work first time. After we got the hang of it, it's been great.
What about the implementation team?
We got some consulting from UiPath. We do use their developers. Other than that, we do not go through a third-party. We did everything else ourselves.
Our experience with UiPath services was good. There were some bumps along the way. It's just trying to understand the process and RPA from what we've seen.
What was our ROI?
It took us about six months to really see what the bots could do. We then started tracking financial savings and how it's helping the company. We set out a bit differently. Our CFO came out, and said, "Automation is where we're going," but on top of that, "This is X amount of money that you have to save in the process."
We have spent the last 18 months tracking how much we are spending and how much we're saving. We hit the goal with no problems because we were able to shift staff. We did eliminate some staff, but this solution really brought out the skill level of our employees. Those employees with the higher skills were able to transfer to more important projects.
Within the first year, we saved a little over $600,000. That totaled to almost 19 FTEs which we ended up saving.
Which other solutions did I evaluate?
We haven't used any other vendors.
What other advice do I have?
We are on spreadsheets and data. I keep saying we're stuck in 1996. It's been nice to have the vision of being able to be in the 21st century and really be able to use the bots the way we want to use them.
We have not taken part in the UiPath training. That's something that we talked about right before this conference. We really need to start utilizing more of the training that's offered. We want to turn some of our soft coders into people who can really code for us, not always relying on developers to do all of our work. That's definitely something that we're implementing soon.
I would rate it at least a four (out of five) for ease of use. We don't deal so much with UiPath, but from what we do deal with outside of developers, we have not had any problems. It has been very user-friendly, for those of us that don't know coding. We are able to look at things, sort of fix things, etc.
I rated them a four for ease of use, not a five, because we want to see what UiPath can do. We have a lot on the table. We have 30 bots ready to go. A lot of it's more screen scraping, which will be more complex. So, we want to see really if UiPath can do what they say the solution can do. We want to test its scalability.
I definitely would say UiPath is the way, especially with everything that they're coming out with now. It helps you understand more about RPA instead of just being thrown into things. It helps you understand all that on a smaller level. It is what everyone else has said here at the conference too, "Start with a small project. Don't go out with a big thing because it's not going to work." Luckily, we did start small, and we've just grown from there. Those would be my suggestions.
I would rate the solution a 10 out of 10.
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