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Ankesh Sinha
Senior Analyst at a tech services company with 10,001+ employees
Real User
Top 20
Orchestrator Cloud Review

Pros and Cons

  • "It is a single point of truth. There is no discrepancy or ambiguity. We can go to the leadership team, and say, "This is what it saves us on costs, man-hours, and effort that we used to do manually versus what we are doing now using the bots.""
  • "To provide detailed analysis, there has to be some improvements so we can provide drill-down data to developers showing, "Hey, this has gone wrong." If they could also incorporate that as part of the reports, then it would be very quick to view on the dashboards."

What is our primary use case?

I have multiple use cases as part of this solution, since I work in different domains with different technologies and applications. We use attended and unattended bots.

One use case was for a credit-based client where we worked on the UI automation of the application. We were using UiPath Automation Cloud because our team is spread across different geographical locations, like the U.S, APAC and EMEA regions. We had different RPA developers who are developing the script simultaneously and putting it on the system, and our business case was that we wanted to automate the UI applications. Since there were different developers in different geographical regions, they created the bots on their system. Due to the cloud offering, we were able to move the bots to production using a click of a button. There is also an Orchestrator offering as part of the cloud, which is hosted. Once we had a thorough peer review of the bots being developed, we pushed it to our production-ready cloud-based Orchestrator. From there, we use it to run the script. That is an unattended bot, which is also one of the features. Since it is a credit-based UI automation, there are some instances where manual intervention is required in order to see whatever data is sent out to the client, if it is in the correct order or not. That is why we use the unattended offering of UiPath. Both these technologies help us a lot in creating our production-ready implementation. 

For another use case, we did an implementation in the SAP application. It was a procure-to-payment (P2P) cycle, where a third party sends out the invoices which get fed into the SAP application, then it gets verified and goes out to the payroll team. Once that is verified by the payroll team, the payment is released to the concerned vendors. All these points of entry were being done manually: the third-party invoices entered into the SAP application, SAP verification, and the payroll team verification. Since it involved a lot of financial data, people were very hesitant to get it automated. However, since we had this UiPath offering, that initial hesitation was turned into a very good implementation of whatever we wanted to achieve as part of this UiPath automation. We were using the unattended bot as part of the cloud offering. We ran the processes at night from Orchestrator, so people working from home didn't need to stay up late in order to run the processes. Since we were using the cloud unattended bot service of UiPath, we were able to trigger the whole process in a single click of a button, which is amazing.

As part of the UiPath offering, we have three offerings: Studio, StudioX, and Studio Pro. These three offerings are provided via cloud on a single system and installed on our laptops or desktops.

I am working as a senior analyst. As part of this particular role, I have to cater to the client's needs if they want to get a UiPath implementation. Then, I do the consulting as part of the implementation. I also get involved in the PoC development and how we should use the cloud offering, e.g., what benefits are there.

How has it helped my organization?

We were able to move prototypes, which were in PoC stages to production very quickly, which helped us a lot. There has been more collaboration happening because of the cloud implementation. Because we have different geographical locations where in RPA bots are getting developed, at the end of the day, everything is pushed into Orchestrator Cloud. From there, we can execute it. In terms of collaboration, this has been very helpful. 

UiPath Automation Cloud has helped us to minimize our on-prem footprint. We were able to get our prototypes into production very quickly. In turn, this helped us to get stuff minimized quickly because we were able to move the prototype as part of the PoC into production faster. We were also able to scale. For example, if we had new people joining the team, we could easily move them into the cloud offering and add a new tenant. We have added two or three new members who could readily go ahead and use the solution to develop RPA bots.

It is a single point of truth. There is no discrepancy or ambiguity. We can go to the leadership team, and say, "This is what it saves us on costs, man-hours, and effort that we used to do manually versus what we are doing now using the bots."

What is most valuable?

The most valuable feature (as part of the cloud offering) is Orchestrator. Even if we have the RPA developers spread across different geographical locations, we are able to get the bot ready and pushed into Orchestrator, where any non-technical guy can come in and run the process. When I say non-technical guy, I mean any person from the business or leadership who just wants to see how it works. They can go ahead and log into Orchestrator and execute the process.

The Orchestrator portal is very intuitive, so you don't have to run around and talk to anyone. It is so intuitive because it is like using a web-based application. For example, nobody has to train us to go and do whatever they want us to do. It is so intuitive that we can figure out, "Hey, this is what I need to click in order to add new tenants. This is what I need to click in order to change the geography from India to APAC or any other location. In terms of execution, whatever bots are in execution right now will be shown there. Also, whatever bots are not running, they will be displayed as part of the dashboard as well as the failures.

UiPath provides granular, role-based access control and management, which is very important as part of the monitoring. When we want to drill down on why there is a failure, we need to do a root cause analysis as part of understanding on why this particular bot failed and what could be the reason: 

  • Is it because of some kind of data issue? 
  • Is it because of an issue from the product? Then, we need to reach out to their support teams. 
  • Is it because of an incorrect implementation of the bot or feature that we want to get implemented as part of the solution?

What needs improvement?

We are moving from single sign-on to no password sign-on. As we are moving ahead with technological advancement, maybe that feature can be added. This totally depends on how that technology is accepted by the people. If people in big enterprises are not willing to switch and don't want to move away from the single sign-on, then it will be very difficult to digest this. However, whenever there is a change, it is very difficult to digest. Eventually, people will like it. I believe if it is implemented as part of UiPath, who is a technological leader in terms of RPA and new stuff when they roll out every release, then this would be a good area that they can look into for enhancement.

They could add more features in order to get that dashboard more intuitive, e.g., how easily can we visualize everything being reported. I believe this should be improved as part of our Orchestrator offering. Now, we have different visualization tools being used, like Power BI. The data gets flooded into those kinds of tools and the dashboard is easy to understand. So, someone with a non-technical background can see the dashboard and understand what has happened. However, to provide detailed analysis, there has to be some improvements so we can provide drill-down data to developers showing, "Hey, this has gone wrong." If they could also incorporate that as part of the reports, then it would be very quick to view on the dashboards.

For how long have I used the solution?

I have been using it for two years.

What do I think about the stability of the solution?

UiPath has a number of offerings: on-prem Orchestrator, Automation Cloud, Automation Hub, Cloud Orchestrator, Task Mining, Task Capture, etc. Sometimes, it feels like other new areas are getting more focus compared to areas, like dashboard Insights, which should be more relevant. They should focus on these other areas to make the cloud offering more robust. Though, they are working towards it and releasing updates. Therefore, eventually, they will look into it, work on it, and iron out any kind of discrepancy.

What do I think about the scalability of the solution?

It was very easy to scale up. Since we started getting a lot of data from the client which was getting filled as part of the UI-logged application, we were able to push in data as part of the UI. So, we were able to reduce replies to clients significantly.

We find the solution to be scalable. Since this RPA technology is now widely accepted as part of our enterprise solution, businesses are coming in. Once the business team is onboarded, we can easily onboard the people who have technical expertise to create the bots, analyze them, and provide logic on how we need to design the bots. As part of the initial stages, we only have a business person, a solution architect, and a tool expert. First, we create the credentials for them, then we provide the solution to the business as part of a PoC. After that, if we are using any other traditional system, then it will take a lot of time to get 10 or 15 people onboarded in order to develop the solution in a fully-fledged manner. However, since we have the orchestration capabilities, we can just go in that particular Orchestrator dashboard and create our tenant with a few clicks. We can also move in and out between different geographies. For example, if I want to go and look into what is happening in the Indian service line, I can just go and click on that particular service line, which is already configured as part of Orchestrator.

Initially, when we were going with the idea of creating an RPA bot, the first thing was to get a nod from the business to make sure about how scalable the solution is. At times, what happens is once we get the business sign off, then it takes around a month or two in order to get the team onboarded with all the necessary accesses. Once they get all the accesses, they will start working on the solution. However, in this particular case, as part of this Automation Cloud offering, we didn't have to waste any time after we got the business nod, saying, "Hey, you guys can go ahead and implement this full-fledged solution." Since the orchestration capabilities are there, the moment we received an email from the business, we shot out an email, "Hey, we are getting these pieces and have already created the credentials. Tomorrow, you can get the ball rolling in terms of solution development."

How are customer service and technical support?

There are multiple channels where we can reach out to them. One of those channels is the Community Forum, which is being constantly monitored for any issues. So, if anybody has already faced it, they go ahead and have it answered. Or, if nobody has seen it before, then the forum moderator comes in, and says, "Hey, why don't you go ahead and reach out to the IT support?" So, this is a channel that gets a response and has faster ways to directly approach the support team managing the servers.

The UiPath Community Forum is worldwide. It is being monitored by community moderators. I have seen feedback being put through to the IT support team, then that is put through to the right channels to get addressed. They really listen to the customer feedback, which is what I appreciate about them. 

The support is responsive at resolving any kind of tickets or issues when we reach out for help. This is one of the primary factors for going with Automation Cloud versus other cloud offerings, like Automation Anywhere and ElectroNeek. UiPath support is very much available and provides a solution. Even if they don't have the solution, they tell the affiliate, "This is how much time it will take," or "It will be released in the next update."

We don't need any IT support in order to maintain this particular solution. Since it is a cloud offering, everything is taken care of by the URL.

In case of any issues for the setup and updates, we reach out to the UiPath support team.

How was the initial setup?

The initial setup is very easy. It is like installing an app on your iPhone. That is how simple it is. Basically, it is not an installation at all. It is just signing into a cloud account. As part of the cloud offering, we are provided with a URL, which gives us access to the Orchestrator instantly. There is no setup whatsoever. You don't have to go and download any EXP or MSA file on your system, then double click it and a number of forms are popping up. It is nothing of that sort. It is a single URL, where you can log in with your credentials, and that is one time activity. After that, it is a single sign-on the moment that you access that particular URL.

The implementation was frictionless with the single sign-on feature.

By using the Automation Cloud version, when there is a new version pushed out, then I do not have to do a reinstallation again in order to get all the newest features. Since I am using the SaaS offering, the new functionalities being pushed out as part of the newest version will be easily accessible to me without doing an uninstall or installation. This is a good part of the offering.

What was our ROI?

We are seeing a good ROI.

The maintenance work has been reduced because of the bots. Initially, the time that we invested in order to zero in on this particular product was 60 to 70 percent of the job data. This helped us a lot when we were deploying it.

This solution has reduced business costs. For example, products and bots that we designed for UI automation were also deployed for back-end services.

The setup cost is minimized drastically since it is a cloud-based offering. We don't need to have a dedicated person or team to monitor it. We just subscribe to the services, get the URL, login, and the next moment, we are creating tenants and the service line. Then, "Boom!," we are ready for executing the bots from our test check.

What's my experience with pricing, setup cost, and licensing?

Our license cost is reduced since we don't require any IT support. 

Which other solutions did I evaluate?

I used the free versions of other vendors when we were trying to zero in on the solution that we wanted to use. We used a few other competitors of UiPath as when we were doing the PoC, and the features that we liked the most and made us lean towards UiPath were its intuitiveness and ease of use. We liked how Orchestrator can be used by the business or by anyone with a non-technical background. That is what helped us to make our decision in favor of UiPath. 

With other tools, we had some issues with their support where they were frequently not reachable. They were not able to set up any discovery calls, such as, "Hey, this is how it is going to work." They also don't have very active community forums. 

Instead of talking to the support or sales teams, we investigated on our own. We went to the UiPath Academy, which is readily available, and looked into its documents, which were highly detailed. We also monitored their Community Forum, which is being moderated properly. Then, we read some reviews on IT Central Station, seeing how people are reviewing it and why they are paying for it. For example, if their whole community is coming out with good words, then there has to be something which they are doing well. That is what made us make the decision to zero in on UiPath Automation Cloud.

When comparing UiPath with different vendors offering RPA,like Automation Anywhere or ElectroNeek, we initially thought that Automation Anywhere was ahead of the game and UiPath was playing a catch-up. A few weeks back, UiPath had a good investor round, then they went all guns blazing out in the market. There is a lot of community awareness in terms of UiPath implementation. So, I believe the road ahead for UiPath is very good. 

What other advice do I have?

One of the newest upgrades that we had was in respect to payments getting added. New functionalities are getting added. They also work on the feedback that they get from interviews conducted by sites, like IT Central Station, who take unbiased reviews. They work off this feedback, which is why they are upgrading their products out in the market.

I haven't used the AI Fabric solution as of yet because we don't have a business case for it as of now.

If you are ready with your own business process that you want to get automated, then I would recommend UiPath for its intuitiveness. You should consider the intuitiveness of the UiPath as one of the parameters in your solution decision. For example, if you have the business process ready, then that is half the job done. The other half will be taken care of by your RPA developers or solution architect. So, if you are using UiPath, the learning curve is very small. You don't need to invest a lot of time. 

They have their UiPath Academy learning website, where you can go in as well as ask your team members to learn based on their roles. There are different series of educational videos based on job roles and how that particular role should look at UiPath as a solution. For example, as a manager, if I'm going in and looking into the UiPath, I do not want to be bothered about how I'm going to pull in activities and develop the automation bot. As a manager, I am going into Orchestrator to see how many bots have executed successfully or failed. If I was a solution architect, then I need to know how to design the service lines if they are located in different geographical regions. 

Everybody is really looking for some kind of solution that eases our life since we are working from home. It takes a toll when we are working from home. When we have these RPA bots coming to our rescue, then it makes a difference in our day-to-day life. Then, we can spend more time with our loved ones rather than spending more time in front of our laptop screens.

I would like to rate it as nine (out of 10) because I believe no one is perfect and all the bots are being developed by humans. Going forward, I read on a forum that UiPath is developing an AI feature where the bot will autoheal itself. Once the autohealing feature is implemented, I would rate the solution as 10 (out of 10) because there would be no manual intervention.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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reviewer1427238
Dir., Resource Management Systems and Data at a healthcare company with 10,001+ employees
Real User
Top 20
Eliminates mundane, redundant processes, enabling our workforce to be more efficient, and to feel better about their work..

Pros and Cons

  • "Since we are getting information out to folks faster, they can spend the resource time needed to determine the best approach for what to replace it with, or if we need to work with a sales rep. It ensures that our staff have the best tools to do their job faster."
  • "We have not seen it do OCR, and that would be helpful. Right now, the tool will not read a PDF file, and we can't use PDF files. We want it to able to take an image, then take that image and put the particular field out in the right spot in a table. We have not seen it where you can scan a document in, then it reads fields and places those in a table."

What is our primary use case?

We are in healthcare, and the supply chain can be a fragmented process, and now with the Pandemic quite fragile. In recent years, companies have been implementing leaner supply chains to reduce their costs. We found that our best approach to dealing with supply distributions was to create a partnership with a distributor who could provide us with a very large percentage of our day-to day-supplies. We have Central inventories in each of our hospitals; however, we use a stockless operation Monday-Friday. This means we fill supplies for our nursing units on the weekends, but during the week, the distributor is picking, packing, and shipping those supplies in a low unit of measure. Orders are placed electronically by noon daily, and start arriving by late evening. A 'back order' list is sent to us each workday in the late afternoon - too late to do anything with it. 

We did work with our distributor to develop a more customized spreadsheet that detailed each item, by hospital and delivery location. Each following day we would break the file down so that we could e-mail it to each area, to get feedback from them on critical needs.  This took our resources time to prepare and send the next morning. Staff getting the information didn't have much time to review and respond. In addition, we would update each PO line item with the revised 'due date', for back-ordered lines - this was a manual process.  This same resource would then use a tool to send each requestor a 'delayed delivery' e-mail notice.  The overall PO update and communication process took an additional 1-2 hours a day in staff resource time.

With the robot doing this work for us, the vendor sends a file to an address by a certain time. They send it in at about 3:30 PM every day. The robot now takes that file and works that file, which it has ready for us usually by 4:30 PM. Now, it still may be too late for us to work, but the first thing in the morning, we have the file, and the Bot has already sent out notifications to all the users of any backorders. First thing, when they walk in the morning, they know what their backorders are. They didn't know that until halfway through the day before. Now, they get the information first thing in the morning so they can react. Now, we are getting the information first thing and have the time to work with the manufacturers and distributors to come up with other products so that we might backfill or get a branch transfer.

Our end goal was to make sure that we had a daily tool that was 100 percent accurate and could be deployed across a broad spectrum of healthcare workers. Then, they could get information faster and more accurately with as much information to eliminate a lot of extra calls and communication. That is what we embarked on. We dissected our current process and looked at all its different triggers to see how we could turn this into an automated tool. We broke down our process and identified everything that we were doing, then UiPath helped us identify what we needed to modify. We worked that into a tool where a Bot could come along and process it every day, then deliver every afternoon. That was our end result, and it's been extremely successful. We started using the tool last December.

We combined some automation that we already had in this process into this tool to make it a whole automated process, rather than partially bringing it under. We have a vendor who delivers us a report daily of all their backorders because we use the main distributor, so they deliver us a backorder report. Therefore, we made sure that they aligned it in a way that the robot could read it. Then, we wanted to break that down in a way so each of our hospitals could see their section. So, we added some data to this tool which allowed the robot to see that record, and say, "This belongs here, and this belongs here."

How has it helped my organization?

Our staff have been reassigned to more value-added tasks. We haven't eliminated anyone because it's been very challenging for us to keep up with the COVID-19 issues. Now, we have resources who have the time to contact vendors, and find out, "When are we getting this? Can we get ourselves pushed to the top of the list?" They can actually be a voice on the other line, a human voice, who communicates. When you're sitting there doing all this other work, you don't have the opportunity to spend it on being a voice for the health system. So, we put people back on working back orders with other vendors and doing other things that needed to be done. We have not eliminated staff because we are using them in more productive ways, getting more work done.

Our staff can now do the things that we need them to do. It has given us the agility to pivot and move to other things, because we are not trapped in trying to work these files every day.

Our customers are getting information about 12 hours earlier, which makes it much faster to resolve back order concerns for their areas. If they have procedures, or certain kinds of cases coming up, and see that they have a back order, then they have much more time to react and try to address their shortage.

What is most valuable?

It provides information to people by automating that information in a much faster time.

Since we are getting information out to folks faster, they can spend the resource time needed to determine the best approach for what to replace it with, or if we need to work with a sales rep. It ensures that our staff have the best tools to do their job faster.

What needs improvement?

We have not seen it do OCR, and that would be helpful. Right now, the tool will not read a PDF file, and we can't use PDF files. We want it to able to take an image, then take that image and put the particular field out in the right spot in a table. We have not seen it where you can scan a document in, then it reads fields and places those in a table.

For how long have I used the solution?

We began our journey last Fall - 2019 

What do I think about the stability of the solution?

It is very stable. Once we got all the kinks worked out, there hasn't been any maintenance. 

We had a little problem with getting it to run at night. We moved it off of one platform and put it on another one, which fixed that problem. These are things that we encountered early on that went away as we figured out how to resolve them. Most of those changes that we made were internal to our process and caused by some slow responses within our Citrix environment. Once we resolve those, we have not had issues with the tool itself.

I have one person in IT doing deployment and maintenance. We also have a second person under contract if we need support.

What do I think about the scalability of the solution?

The solution is scalable. 

The robot processes the file in an unattended mode, then sends out an email with a link to its output file. From there, all the users, and there are probably about 20, get this file and react to it. They review it from their perspective because there are many hospitals involved. Each one of them has their own tab because the robot creates a tab for each. This makes it easy for them to go right to what they need. There are a lot of folks reviewing the results of what the robot has produced.

How are customer service and technical support?

I have not used their technical support.

Which solution did I use previously and why did I switch?

We were passively looking at some tools to automate some of our procurement processes. We are highly automated in our department, but we are always looking at ways to take the things that are not already automated, get into those, and see what parts of those we can streamline.

We met with UiPath last Fall. At that time, we went through a company by the name of Speridian, UiPath is a partner with them. We came to the conclusion that we had a manual process where the right components could be automated. Therefore, we made that our focus and started answering all the questions around the process to ensure that we had everything necessary for a robot to be able to answer the questions and keep moving the process forward.

How was the initial setup?

The initial setup was very straightforward. We outlined what we do and what our end result needed to be. They asked us some questions, then sat down with our resources and walked them through it (or did it through Webex). I don't think there was ever any confusion on what was being discussed.

We didn't spend that much time on the process. Overall, as far as our work, the deployment was 10 to 12 hours, if you look at the meetings and such. Most of the time was spent on their side, because they had to go back and do all the development. So, I thought it was very painless.

What about the implementation team?

We worked with the UiPath team and Speridian to ensure that the bot would know how to handle each aspect of the data and where apply it. As we tested it, we saw that we needed to go back and reconfigure this or this isn't how this is handled. We were kind of working through the things we forgot until we got to the point where, "Yes, this is it. We can do this every day." 

We had the robot tied into an automated tool that we were already using to send notices out. They were able to pull up that tool and have these automated components to all this stuff that we had a manual person sitting there doing every day. She was sitting there taking this data and sending it out, and now the robot was like, "I got the data. I'll send it out." So, we just ran it through the whole process. However, it does take having resources who can ask the right questions. What I found with this team was they were good in actually asking the right questions and helping us with what the robot would need in order to make decisions. Because that's what the robot is doing, it is automatically looking at a value, and saying, "I do this. I have that." 

We learned with it: How we need to respond and how we need to give the robot the feedback. It was quite an interesting process for us. Although you're always thinking you can automate so many things, there are components that you do need a person's brain to figure out. We found those pieces in this tool. We found some areas where, "Here's the exception." So, it even writes off the exceptions for us. While I do still need to have a person looking at exceptions, rather than the 100 lines that they used to have to look at, now they look at two, three, or four lines, then make decisions on those.

They gave us the opportunity to create a tool which would automate as much as possible, then provide us the data that we needed to act on. It has basically filtered out all the things that we didn't need to deal with. It has taken care of those, leaving us with everything that a human being needs to respond to.

I felt very comfortable with the UiPath person who was doing the programming, though I never really met him. I was very impressed. We talked on the phone a time or two, but they just seemed like they got it. They understood. It didn't take a long time for them to figure out what it was we wanted to do. They were able to tell us, "This is what we're going to need. Can you get it?" So, they were easy to work with. They also acted quickly. I thought the whole process of developing everything that we did went very quickly. 

They were able to link into our tools. They made suggestions to us, "Well, these are exceptions. We can put these here. We can do this. We can give you all this." They were providing us with ideas on how we could even expand on this. I found that to be very helpful. I really thought that they did it very quickly. They did not take long to understand what we were trying to do before getting in and really learning the impact. When we needed a change, the changes have come very quickly. 

It has gone so well that we will be doing a few more enhancements. Now that we've worked with the tool for a while, and know that the ability of UiPath and what they can do, we can enhance it even further.

What was our ROI?

We are doing things at a much earlier time in the day. The robot compressed the time it takes. We are getting our users' information earlier in the day. Now, it may take five to 10 minutes, where processes used to take half an hour or 45 minutes to go through everything. 

With COVID-19, so many supplies have been impacted. Our line items expanded and grew, so it would have been very difficult management manually. Thankfully, we had this process in place last December. It really came to our aid in March, April, and throughout this year, because it has streamlined the process. It has given everybody more time to pivot and make decisions.

The UiPath tool takes redundant processes away, and says, "Let us handle those, then you do all those creative things." It has given us back a lot of staff resources that were being used up by mundane, redundant processes. That's how it worked in our world. In other areas, anytime you fill out a form or answer a question, a robot can post that to a table. There are all kinds of things it can do. However, for us, it took these manual processes that we were doing day in, day out without a lot of thought and gave us that time back to be more thoughtful of what it is we need to be doing to be more thoughtful of what it is we need to be doing, in order to ensure that our health system has the products that it needs to support the community. In my mind, that is what it is about: Giving back your resources to use them in the way they were intended and using a robotic tool to do those things that you can eliminate, like mundane, redundant processes.

What other advice do I have?

Start with processes that happen over and over every day. Something that you have to do, like data entry, whatever it is. Peel back the onion, then look and see how you can automate some of that through a tool. You have to look at what your processes are and understand how those are getting done today. Maybe even share that information with somebody outside your area, because people from the outside might say, "Well, why don't you do it this way?" Because you've lived it so long, you don't even know why you wouldn't nor do you know the questions to ask. Therefore, look at your base processes that you're doing day in, day out and see how you might be able to automate any aspect of those that doesn't require human thinking. I'm sure you will uncover many things.

It is a learning process for everyone, but I thought it was a very fast track learning. Sometimes, you think, "Well, this is going to take six months," and it didn't. In a very short time, we were seeing samples of what we were going to get. Therefore, I was very impressed with the amount of resource time that it took. It was beyond what I expected.

Some tools we are working on will reduce the purchase order build, but we haven't implemented that yet. That's a whole other project that we're working on with them, and that piece goes into procurement.

It is very doable. I was probably fairly skeptical, but once we started thinking about it, it became very clear that this would be just a slam dunk. You have to open up your mind to it, but it was something that when they said, "Well, we want to use some robotics." The fear is you're going to take my staff away. There are some cases of that, but it is not so bad. I don't have to worry about the robot taking days off, getting sick, having a mother in the hospital and needing to be with them. I don't have to pay it scale. I just don't have to do any of those things. Now, the robot can't automatically think outside the box, but sometimes it can depending on the questions I ask it. 

Everybody just needs to take a breath step back, and say, "Yeah, maybe it can replace this." However, that doesn't mean we won't use this resource in another way.

I would rate this solution a 10 out of 10. I'm not the type of person who just gives a rating of 10 all the time, but this solution has just been a phenomenal tool for us.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Learn what your peers think about UiPath. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
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Eduard Shlepetskyy
Founder at ECTIVE Automation
Video Review
Real User
Reduces errors, offers fantastic technical support, and has a strong community around the product

Pros and Cons

  • "Both on-prem and cloud solutions are very stable."
  • "One of the products where I would definitely see a need for improvement would be a Task Capture."

What is our primary use case?

We primarily use the solution for automation of the back office. When speaking about our customers and use cases, I wouldn't highlight one specifically, however, mainly, we are using UiPath to build a center of excellence. The aim is to automate a majority of the processes in the company, and that includes Order-to-Cash, HR, supply chain, and even IT, among others. We are not approaching needs for one or another specific process. We want to automate the enterprise end to end.

What is most valuable?

There are many great features in UiPath that our clients consider valuable. I definitely like Studio. The Studio's a very powerful product, which helps very easily to build automations. Nowadays, there's also a StudioX for citizen developers, which doesn't require coding.

Orchestrator, which helps users monitor and schedule robots, manage assets, credentials, et cetera, is also very useful.

The third feature worth mentioning, I would say, is Insights. It is reporting and dashboards. Once the robots are running, it is quite valuable to see how those robots are performing. You can see KPIs and other aspects of both robots and processes.

Worth mentioning is the Automation app, which helps to manage the automation initiative end to end, especially building the pipeline and collecting the ideas.

It is quite easy to build automations with UiPath, especially now that they are segregated depending on seniority, meaning that you have the regular Studio and Studio Pro, which are truly for developers, however, you also have StudioX, which is more for people without a previous coding background. That makes it quite easy to use. People with a business background find it quite easy to pick a tool up and use it in daily automation. They didn't have any previous experience with programming or making macros or whatever else, and still, they have no problem with UiPath.

UiPath enables users to build end-to-end automation, and this is what we are doing on a daily basis. UiPath enables mainly our clients (through us) to build end-to-end automation in their processes. When I mean end to end, I mean that we help them to automate the chain of processes and do not focus on the single practice itself.

End to end coverage within UiPath is a great advantage and offers great possibilities. It is really important to have the ability to do end to end. Though it is not applicable all the time, it still is a nice option to have and use when needed.

Very soon after starting the RPA journey, customers realize much more important benefits than time-saving itself and FTE saving or FTE reduction. There are things that happen, like quality improvement. Whenever the work is done by robots, it is running in a much more stable manner and without any human mistakes and errors. It is also sustainable, predictable work, meaning that robots do not get sick or have a bad day, or face conflicts with each other, et cetera. They just do their work. They also can’t get viruses, such as COVID which means that we don’t have to worry about losing staff.

We have a customer speech workload that was growing dramatically in relation to COVID and having processes already automated, it was very easy to sustain and even upscale the delivery. The customer experience is better as well. It is not only important to spend less time or fewer resources in delivering the service to the customer, it is also important that the customer gets a quick response. Overall, the customer experience can be much improved when using robots in the processes.

In terms of the Automation Cloud offering, UiPath handles infrastructure maintenance and updates to save time for our client's IT department. Having UiPath in a cloud enables enterprises and customers to focus more on the automation initiative itself, instead of managing all the hardware and dealing with all their hardware problems and having more or giving more time to the IT department. Instead, you can use everything out of the box from day one and focus on bringing benefits to your end customer or end employee.

The Automation Cloud offering has helped to decrease time to value from UiPath. I would say that Automation Cloud increases time to value dramatically in the sense that you can start from day one. Literally day one, you can go and start automating the processes without bothering with all the infrastructure topics. The time required to deliver the first benefits is reduced dramatically.

Automation Cloud’s offering helps to decrease the solution's total cost of ownership by taking care of things such as infrastructure maintenance and updates. It helps to reduce the cost of infrastructure maintenance, especially in the early stages of the projects, as well as on small and medium projects (for the long term). Not all customers or enterprises have strong IT departments or strong infrastructure in-house nowadays. Even large enterprises are moving more and more towards cloud services, even though they have strong IT infrastructure teams in place.

Automation Cloud is able to scale well due to the fact that we can, in a matter of minutes, or, in the worst case, hours, double the capacity. I would say that it positively and dramatically affects the scaling factor.

UiPath is a SaaS offering. It enables our customers to really quickly adapt and start using the technology almost from day one. It is very easy to start developing. It is very easy to start.

We are using UiPath Apps for our customers. However, this feature has not yet helped to reduce the workload on our IT department, or on our client's IT department by enabling end-users to create apps. Mainly, we are still involved as a service provider in the creation of the apps for the end-users. That said, where it brings added value is it reduces the limitations or the need to have an additional user interface, as you can create this app or user interface directly in UiPath to have an even better user, employee, or even customer interaction.

UiPath apps definitely increased the number of automations created. You can take more into the scope, what wasn't there before, with just attended or unattended automation, considering the fact that you can build a better user interface or any user interface from the very beginning. Before, there were only simple message boxes and prompts. Now, you can build really nice forms to interact with your end-users. It helps to accelerate initiatives.

Our teams have used UiPath’s Academy courses. Every team member of our company went through UiPath Academy. We always start with and actively involve UiPath academy.

UiPath Academy courses are a part of our standard onboarding procedure in the company, especially if we onboard junior developers. The very first thing we direct them to is UiPath Academy. Everyone starts with a basic foundation and goes through to a diploma and certification, and only then will we build on top of that more specifics about our standards, of our delivery approach, et cetera. I would say that UiPath Academy is a core and basic start for each and every employee in the company. Based on that education, we will later elaborate on different topics.

The biggest value I see behind UiPath Academy is its simplicity in terms of delivering the information. Even if you don't have any previous development experience and coding experience, all the explanations, videos, practical tasks, and reading material is formed in a way that is really easy to understand. The biggest value I see is its ability to bring people up to speed from really different levels, including very, very junior people with no previous experience in coding, programming, or the creation of robots.

UiPath's user community is excellent. Being an MVP, for me, the community has huge value in the whole end-to-end journey of RPA. Meaning that, at the very beginning, whenever you need to learn new things, you can always find a lot of useful hints in the forum and in the community. Later, when you already have delivered some solutions, you might face some problems. Luckily, very likely, you are not the first person to face those problems. There is always someone who already has had this problem and may have even raised it in a forum or on YouTube, et cetera. Even when you are already deep in delivery, sooner or later, there will be a point where you reach out for help to the community. The community, therefore, plays a crucial role for developers and automation specialists - be it business analysts, developer architects, et cetera. Having a strong community is definitely one of the most important factors that sets UiPath apart.

I'm not actively involved in other communities, and therefore wouldn't be able to compare UiPath to other similar communities. I can only say that the UiPath community is very supportive and very active in responding to any queries. The way it’s organized, it’s inspiring the next generation of forum members to help others and pay forward with insights based on the help they receive. UiPath’s community is really responsible and supportive.

In terms of reducing human error, at the very beginning, almost every company when starting the RPA and automation in Germany thinks of FTE saving as the main benefit. However, very quickly they recognize how huge the value is behind the quality improvements that happen after automation. It is quite obvious that robots are not doing human-like mistakes that may be caused by, for example, not paying attention or not getting enough sleep et cetera. Robots also cannot get bored. Very often, and whenever you have to process 1,000 or 10,000 records in more or less the same manner, it just becomes super repetitive. A mistake can appear in manual work as humans can lose focus on redundant tasks. This is not so when robots are involved.

In terms of time savings and error reduction, usually in our initiatives, we can see not higher than 5% of error rates when executed by robots. Even in those cases, I wouldn't say they are errors and more likely exceptions, which are documented and later handed over with specific explanations. A good KPI for our robots is to have less than a 5% exception rate. Related to this is that, by improving quality, we still save a lot of time as it can reduce the number of reworks which we might have afterward. For example, in one of the projects we were delivering, it reduced by eight times the amount of reworks or fixes, which the customer needed to process due to human-directed errors. Mistakes and fixes, therefore, were reduced by eight times.

What needs improvement?

What I would improve in UiPath, or I would just say, keep on improving, is the other products in end-to-end automation. UiPath started with Studio and Orchestrator as a core product, and still, we are actively co-operating UiPath and suggesting improvements for the other products. 

One of the products where I would definitely see a need for improvement would be a Task Capture. It is already good, however, there are many aspects and many ideas, which, for example, our business analysts have, which can be improved. 

The good thing about UiPath is that they are very active when it comes to listening to feedback. Every release incorporates some of this feedback into the product life cycle.

For how long have I used the solution?

I've been using UiPath since 2016. It is already over five years. I'm familiar with the product.

What do I think about the stability of the solution?

Both on-prem and cloud solutions are very stable. The cloud is stable thanks to the UiPath team and on-prem, in our case, is stable thanks to our customer IT infrastructure team. Between the product itself and the infrastructure, be it Azure Cloud or on-site infrastructure, the stability is good. If there's any instability, it could be related to the people involved in using it as I've had a good experience with both cloud and on-premises stability.

What do I think about the scalability of the solution?

The scalability of UiPath is one of the main competitive advantages, compared to other products. The software and the solution give you the opportunity to stably run it and scale it. With stable operations, you can focus on the new automation instead of maintaining already existing solutions. UiPath is very good at scaling in a friendly way and has good support that can help too.

How are customer service and support?

I'd rate the solution at an eight out of ten. I never give ten, just to keep the motivation to improve high. I still believe that there are areas of improvement, though I really rate UiPath's support very high. The response time can always be shorter, the specification on solving problems can always be better, et cetera. Overall, I am extremely happy with the support UiPath provides in over 95% of the cases. For the remaining 5%, we still received the needed support, it only takes another iteration to move through another team and have a look at the problem.

How was the initial setup?

Comparing the initial setup on cloud versus on-premise, the cloud configuration is much easier. This is one of the purposes of the cloud solution. It's meant to be easy to deploy and easy to scale. Documentation for the cloud is definitely straightforward. In terms of on-premise deployments, it is also quite straightforward, especially at the start, however, the complexity grows with the demands and requirements from the customer. If we have to get into the area of high availability and more of a complex server setup, it takes some effort to establish everything.

The simplest deployment on the cloud would take a matter of 15 minutes or maybe even as little as five. After five minutes you are ready to go and can use Studio and the cloud Orchestrator. It is very fast. You still need to have your admin rights available on your PC, however, that's the only prerequisite. 

For deploying on-prem, it's nearly the same for a simple deployment. If you only want to use the Studio and attend the job, it is very easy to configure in a matter of 15 minutes. Whenever you get into Orchestration, it will require more complex setups. It might take one or two days to set up, depending on how good of an infrastructure team you have to onboard.

The strategy in implementation remains the same no matter which deployment. In the end, you still have the same setup of products, be it Studio, Orchestrator, Task Capture, or whatever else. You have the same configuration of the products. It is only on the backend that is slightly different as it is hosted in another place. You don't really recognize the difference between cloud and on-prem hosted services.

What was our ROI?

At the very beginning, when we started the RPA journey, we were always tasked with understanding and looking at the potential return of investments. Therefore, we don't start automating the process before understanding the savings. For each and every process which we automate, we start with understanding what it will bring to the end customer. Even if we see minimal savings in the processes, we automate these. The biggest processes which we were automating were saving more than 20 FTEs (Full Time Equivalents). We are speaking to just about one process.

For us, FTE saving and time-saving are the same thing. It’s just different units of measure. You can measure it in people equivalent or in an hours per year equivalent.

What other advice do I have?

We are using both UiPath's Automation Cloud offering and the on-premise solution. We have customers, which need on-premise as well as customers which are running it in the cloud. On-premise, we have clients using different versions, however, it's my understanding that we are using version 2020.10.

I would definitely recommend, when starting the RPA journey, to start to use UiPath. Think about RPA as a robot factory, as a strategic thing, however, do not focus on one or another process. Think big and aim for automating all the manual processes in the corporation and from day one, and work to adjust all your procedures and infrastructure, the way that you've been able to get to this point. Do not get stuck at some point and feel you need to rework anything. Rather, change your standards in order to scale. In fact, aim for scalability from day one.

I'd rate the solution at a ten out of ten. We are a happy partner of UiPath and we have had many successful implementations with our customers. I can confidently say, after five years of experience using UiPath, that I've been happy with it. I still believe that there is always space for improvement. However, I really do have an appreciation for the tools. They're making a really good product and they should keep on improving at the same great pace. We plan to keep on using this product to deliver the same great services to our customers.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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SM
Manager and Lead - Digital Center of Excellence at a consultancy with 1,001-5,000 employees
Real User
Using Background Process as a template, I can run multiple robots on the same system

Pros and Cons

  • "If we have one place where we can see the end-to-end journey of our automations, then I do not need to manage multiple licenses. I do not need to spend money and expertise hiring multiple people and training them on multiple platforms. Also, when upgrading the systems, if I have a one place where I can manage all my automations at the same time, including UI and background automations, then we can build low-code apps using UiPath Apps. Therefore, I can manage everything within one platform, which is either a UiPath Intelligent Automation platform or UiPath Cloud. This is very important. Because if I have multiple systems, then I need multiple stakeholders to manage, upgrade, and maintain them."
  • "One of the 2018 projects was built using version 18.2. We then got a report from users that it was not working. Most of the time, it failed on multiple use cases. When we took the process from the owner to repair and troubleshoot, we found that many packages were not being recognized by the new version, which is 2020. So, we had to upgrade to the latest package, then do a repair. It took a good amount of time for us to repair the package. We had to go back to the UAT environment, then do testing and get approval from the UAT. We then had to sign-off and deploy pre-production and post-production Hypercare. So, the automation cycle being repeated by almost 40% is quite costly to the business, but this is rare."

What is our primary use case?

Most of the time, we work with financial services to automate financial transaction monitoring systems. We go through multiple CRM and financial systems, then query the transactions based on the KYC information. We use OCR operations, using UiPath Robot, to fetch information, such as, identification number, passport number, and their tax information. We extract this information, then validate with our financial data or transactions data to ensure that there is no fraud nor anomalies in the system. If there are any suspicious transactions or potential fraud, we do manual investigations. Those manual investigations are redirected from the robot to a human agent, then the human agent verifies the information. If there are any cost validation requests from other systems, such as Salesforce and PeopleSoft, then another bot will be triggered using UiPath Orchestrator. After that, we do the remaining processing. At the end of the processing, we use the UiPath analytics service. That analytics service uses UiPath logs, which helps us to understand how the bot is performing and how many transactions we have validated. From that, we look at how many were successfully processed and how many were manually handled, i.e., exceptions. We identify business exceptions for any transactions during the initial pre-validation stage, such as the user identification number is not valid or input data validation errors. For example, passport information must be an alphanumeric eight digit. If the bot identifies that the value is not eight digits, but four or five digits, then it is an invalid record straightaway. We can see this from the reporting and performance graphs.

We do automation for our HR processes, such as onboarding processes. On any day, there are five or six people who need to be onboarded. This is one of our standard business cases. We have a UiPath robot design using UiPath Studio and then it deploys in Orchestrator. This robot is being used by the HR admin. They can fill in the key information of the user, e.g., name, level, and their package. So, they import all this information, which includes my identity information, mobile number, email, and IDs on an Excel file, possibly along with a few other associates joining tomorrow. Once those entries are made in the Excel file, then the user can trigger a robot. They also need to keep the file in a designated folder. The robot will read the file from the designated folder. Then, one by one, it will read the records or line items from Excel and open an SAP portal. After logging through the SAP Portal, it inputs the required employee information. After that, it will go to Microsoft Azure Active Directory to QA the user, email, and ID. It will then go to PeopleSoft to create an HR record for the salary information, leave information, and the level at which the associate is joining. At the end of this process, it will update the status to, "The associate has been registered successfully." It will then send the updated final report to HR, saying, "The processing has been completed." The bot triggers information with their newly created email ID. They can then access or receive the onboarding information. This is how it works.

Depending on the client's requirements, we use UiPath AI Center and UiPath Apps for custom requirements. Most of the time, we don't need them. There are some times that we do based on the client's requirements.

I am using UiPath Studio, UiPath Orchestrator, and UiPath Robot.

Initially, I used the on-premises deployment model. For the last two years, we have also been using the cloud deployment option, UiPath Cloud, along with the on-premises. This is based on a client's requirements.

How has it helped my organization?

We can use the Process Mining tool to identify opportunities. We can then design the robot using UiPath Studio. After designing it, we can deploy it, using UiPath Studio, to Orchestrator. From Orchestrator, we can manage, monitor, and upgrade all the new patches within the UiPath platform.

If we have one place where we can see the end-to-end journey of our automations, then I do not need to manage multiple licenses. I do not need to spend money and expertise hiring multiple people and training them on multiple platforms. Also, when upgrading the systems, if I have a one place where I can manage all my automations at the same time, including UI and background automations, then we can build low-code apps using UiPath Apps. Therefore, I can manage everything within one platform, which is either a UiPath Intelligent Automation platform or UiPath Cloud. This is very important. Because if I have multiple systems, then I need multiple stakeholders to manage, upgrade, and maintain them. So, we do not need to think about all the things that I am using. There is one place where I can manage everything.

It has enabled us to automate more processes overall. In the initial days, we easily automated the low hanging fruit. As our automation journey matured, we needed to automate processes using more complex methods, like AI, machine learning, and advanced OCR functionalities. 

What is most valuable?

The UiPath package available on UiPath Studio is useful. Compared to other RPA tools, like Automation Anywhere and Blue Prism, we found that this package gives us the opportunity to automate tasks in the shortest amount of time. There are multiple templates available on UiPath Studio. For example, if I need to do multi-setting processing, which means we are going to process multiple records simultaneously, we can use a UiPath Background Process as a template. Using the template, I can run multiple robots on the same system, which will not interact with other systems. It will work in the background. We have found that really valuable. This is not available with other RPA products, such as Automation Anywhere and Blue Prism. This is one of the valuable things that we have found in UiPath.

We use the UiPath recorder. For the latest, modern experience, we have a recorder called App Integrations. Using that particular recorder, I can automate tasks with multiple systems without thinking about having manual integrations between multiple browsers by identifying multiple sessions. Sessions can be used by the same recorder during the entire automation cycle. For example, I have two screens, one called PeopleSoft and another one is SAP. I can do a keystroke, mouse click, and then hit the submit button within PeopleSoft. Then, at the same time, I have another window open being used by the robot. I don't want to think about separating two windows, so the recorder takes care of this.

The UiPath recorder has multiple ways of identifying. For example, it uses UI elements, fuzzy logic, and image recognition at the same time. These three methods are used by only one recorder. Whereas, with other platforms, like Blue Prism and Automation Anywhere, I can use only one method at a time, so one command is one method for selecting or identifying objects. Whereas, with the app recorders, I can use three methods using one command. So, if one fails, another one will back up the scenario. Then, if another one also fails, the third one will help us automate. That is the ease of automation, which is a valuable feature that helps us ensure that automation works flawlessly, without having to look at if one of the methods failed.

What needs improvement?

One of the 2018 projects was built using version 18.2. We then got a report from users that it was not working. Most of the time, it failed on multiple use cases. When we took the process from the owner to repair and troubleshoot, we found that many packages were not being recognized by the new version, which is 2020. So, we had to upgrade to the latest package, then do a repair. It took a good amount of time for us to repair the package. We had to go back to the UAT environment, then do testing and get approval from the UAT. We then had to sign-off and deploy pre-production and post-production Hypercare. So, the automation cycle being repeated by almost 40% is quite costly to the business, but this is rare.

The vendor had already noticed these things were a big pain for us. With the recent versions, 2019 and onwards, the compatibility between the activity and packages is there. Prior to that, there were some issues. The UI automation package was the one that was mostly affected. Many people who were early adopters of UiPath observed or experienced these kinds of issues.

Sometimes, when we are using Remote Desktop automations, we may need to use a different approach along with the AI functionalities. For example, if I need to recognize the object on the screen, which I cannot do using native methods, then along with the AI functionality, I may need to have a backup method, such as the OCL methods along with AI Computer Visions. This ensures that it works robustly and my solutions deliver 100% results without any manual intervention. In such complex scenarios, we are using AI features along with multiple methods for the backing up of the AI features. We have to ensure that if something goes wrong with the AI features then we have another method which will ensure, if A fails, then B will back up our solution's process as expected.

For how long have I used the solution?

I have been using it for the past six years.

What do I think about the stability of the solution?

We use UiPath AI Center, UiPath AI Computer Vision functionalities, and Document Understanding. These AI features came into the picture from 2019 onwards. First, we received updates using UiPath Computer Vision functionalities. Then, we received AI Center, which was not stable in its initial days. However, during the first quarter of 2020, we received version 2, which seems to be more stable. From there, we received general availability versions with integrations on UiPath Studio and UiPath StudioX. These work much better, as compared to the initial versions. So far, all the components of UiPath Computer Vision, Document Understanding, and UiPath AI Center work well. 

How are customer service and technical support?

I appreciate other benefits, such as UiPath community support and UiPath enterprise product support, because if anything goes wrong, we search in Google or the UiPath Forum where we can find the answer. Even if the answer is not available, and I post a question, I am quite certain that within one day that I will get someone to respond to the question. It may be someone from the forum or UiPath. Most of the time, the answers are readily available on the UiPath Forums.

UiPath Forum is the one place where we reach out to research problems, do troubleshooting, or get some help. If we need some help regarding the installations or licensing, we can create a ticket. Typically, we get a response, email notifications, or support calls within four to six hours.

We hire fresh, new graduates that we are going to train. UiPath Academies offers numerous training tutorials and certifications, which helps us to train our newly hired resources who are completely new to RPA and UiPath. So, the training is really useful in terms of video tutorial practice and configuring our multilingual environment. UiPath Academy does support English, Chinese, Malay, and German. So, our associates from multiple offices, who are already working on the global initiative, can learn the same things at the same time. Or, they can get someone from an English background.

Which solution did I use previously and why did I switch?

I started RPA using UiPath.

How was the initial setup?

Using the tool for the last six years, the initial setup is like having breakfast every day; it is very simple. I can do it much faster than someone new who started two years back or the new guy. I know what to do and how to do it.

Because it is software as a service, the setup and configuration time are very quick. Within an hour or two, we can set up the infrastructure deployment for a starter package. Configurations can be done smoothly. The infrastructure deployment, which typically takes a week's time, can be minimized to an hour. This saves us a lot of time and money for multiple components.

In the initial days of 2016 or 2015, our automation journey was center of excellence (COE) based most of the time. Nowadays, we changed our strategy, and it is more employee involved. So, an employee can go into UiPath Automation Hub and submit their idea. If they have time and are interested, we give them the training to use UiPath StudioX features for automation. If a process is complex based on our assessment, we pick that process and do the automation so the COE and employ-driven automation work hand in hand. 

With a simple process, then the employee can automate it and do the PoC. If they need help, we are more than happy to help them. However, we found when the processes are medium to highly complex, this is something professional developers should be working on. If they are interested, they can contribute and learn, but it's less likely that a business user would be involved in a complex automation process.

What about the implementation team?

UiPath has absolutely reduced human error. Infrastructure setup and maintenance are taken care of by the product owner or vendor. So, there is 100% assurance that nothing wrong will happen in the system because they are the people who built and deployed the product. Whenever we deploy, there may be a chance that something might go wrong or configurations went wrong. For example, I need to configure the Internet information services port. If I incorrectly configured the port or use a different method, there is a high chance that I might need to redirect the port to some other router or native firewall. If I use UiPath Cloud, everything is taken care of by UiPath. I just log into assistance, then allocate the license and configure our users.

What was our ROI?

For small to medium clients, those clients have an investment of about $100,000. We see around six to eight months in, they get something around 40% to 60% ROI being returned to them. Then, within a year to 18 months, they get a 100% to 120% ROI realized.

When we implement a robotics process automation solution using UiPath, and if the client's budget is limited, we mostly encourage the automation journey to be done using UiPath Cloud. UiPath ensures that it works fluidly, performs all upgrade security patches, and has 99.9% uptime.

What's my experience with pricing, setup cost, and licensing?

In the initial days, UiPath was more competitive in terms of the license pricing as compared to Blue Prism and Automation Anywhere; it was much less. Currently, the pricing is quite standard compared to the other two vendors. 

We can use UiPath Cloud, which helps us to save a lot of money and infrastructure costs, if the automation journey or project is for a small to medium-sized company. However, if it is a big company, then on-premises is preferred. 

Which other solutions did I evaluate?

I have also used Automation Anywhere and Blue Prism as well as open-source automation platforms, such as TagUI and Selenium.

The main pros to using UiPath are its user interface, user-friendliness, learning platform, and support.

What other advice do I have?

We have been using the UiPath Apps feature for the last four or five months, so it is relatively new for us. Most of our technical people are experimenting with UiPath Apps. We have planned training sessions for business users to upskill them.

If you are starting or in your initial days, I advise you to use the UiPath community version. Try first to do a PoC with the community version, trying out the automation in UiPath Cloud for free. Once you realize that this is something good as well as understand the value of it, then you can start with the initial package. If you think that you can start big from the beginning, then go for on-premises and start a large-scale transformation. However, I would advise doing a PoC first with proper guidance from UiPath and selecting a proper implementation consulting partner who has good experience or a solid past track record of doing automation, RPA, the RPA automation journey, and the transformation journey, as a whole. Not just UiPath automations or building robots, but also transforming their project and processes as well as doing Lean Six Sigma, which is a crucial part of the transformation journey. So, you should consider all these factors for a successful automation journey.

Compared to the top three tools, I rate this solution 10 out of 10.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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Gabriel Haibi
Digital Efficiency and Innovation Manager at NeoBPO
Real User
Top 20
Intuitive and easy to use, simple to set up, improves speed and efficiency of our customers' business processes

Pros and Cons

  • "The most valuable feature that we are using is UiPath Apps because it makes it very easy to implement tasks."
  • "There are some enhancements that can be made within Orchestrator, such as the addition of new dashboards that provide us insights into processes that are already running, which would help us a lot."

What is our primary use case?

Our core business is BPO, which is Business Process Outsourcing. We have massive operations that we have to perform for our customers and we have a digital section of the company that is assisting with that. The digital section is relatively new, being no more than two years old. We are building a number of solutions and tools that our digital section is using, and RPA is one of these tools. The goal is to help our customers innovate and assist them with their digital transformation, ultimately making them more efficient and more profitable. This is possible because some of the processes are very repetitive and performing them with humans is a very bad choice.

We have a hybrid environment, where some of our functionality is on-premises and some is on the cloud. For example, we have some cloud-based automation, and we use UiPath Apps, which is on the cloud.

We had a successful use case at the beginning of the year where we needed to process a large number of invoices that had contained errors when they were originally sent to the customers. There were approximately 200,000 invoices and we had a deadline of four days to complete the task.

It began with us developing the bot, which was completed in less than a day. After that, we sent the bot to our production environment to start processing the invoices. We were successful in the task, through the parallelism of 50 robots, we could process 5 invoices per second.

We have some metrics that describe how long it would take the process to be completed manually. It takes a human an average of between 60 and 90 seconds to process just one invoice. We estimated that it would have taken approximately 125 days to complete this task manually, with between 250 and 300 people working on it together.

How has it helped my organization?

We don't use the low-code functionality. Rather, we use the typical development features. When you're talking about developing inside the UiPath, you have something very user-friendly, so you don't even need to use the low-code options. It is very intuitive and you don't need to know technologies such as C# or .NET to develop automations.

The use of UiPath has helped to increase customer satisfaction by a lot. Our main goals are to improve the average handling time that the customer needs to complete transactions, as well as to improve quality. Customer satisfaction improves not only with the financial benefit resulting from a better average handling time but also, from improved quality in transactions. Our human resources department uses tools such as surveys to investigate the quality and they have their own metrics and KPIs for customer satisfaction.

Our first-contact resolution rates have increased because as we develop successful cases and implementations for different customers, future customers benefit from this through faster service, which leads to better customer satisfaction. I estimate that our first-contact resolution has increased by 15% to 20%.

The time it takes us to create automations depends on what we assess the complexity of the bot to be. We have a methodology and metrics that have been developed by our Center of Excellence, categorizing the bots into small, medium and complex. A small bot, which has simple logic, is something that we implement in between one and two weeks. A medium-complexity bot has a timeline of between two and four weeks, and a very complex bot takes four to six weeks to implement.

What is most valuable?

The most valuable feature that we are using is UiPath Apps because it makes it very easy to implement tasks. It is very easy to scale operations, which is important because we're not talking about just five or ten agents. We're talking about 1,000 to 2,000 agents. The Apps feature helps us to scale very quickly and very easily. We only need to develop one or two bots and then link them to UiPath Apps to process everything. All of the integration between the bots and the human, along with any scheduling that needs to be done, is taken care of by Apps. In our situation, the Apps feature is the best solution to handle this scale.

Utilizing our bots is very easy, and it is done using the licenses that we have with partner UiPath. We can access our licenses, then distribute them to the customers and we can use them dynamically. This is all done in a very easy manner. We just have to navigate to the web-based hub, where we have access to everything that we need.

UiPath is highly customizable and this is helpful for us because we can develop models and frameworks that can be reused for different tasks and different customers. For example, if we have a customer with a process that is very similar to one that we have previously developed for somebody else, we can reuse the models to scale the bots. This makes the new development very easy and very fast.

The Agent Console is able to provide customer insight in conjunction with the task and process mining features that we use. We install the tool into the machine that the customer uses every day, where it will capture the manual tasks and processes into a database. The insights that we receive are related to whether a process is a good candidate for RPA. For example, if it takes the human a lot of time to complete, or they are having trouble with it, then it might be suitable for RPA because putting a bot in place can optimize performance.

Another reason this is important is that human operators work very hard with day-to-day tasks, and they don't have much time to stop and look for processes that can be automated. Using task and process mining, it starts pulling out those insights. For example, it looks for the number of screens that the human is accessing and clicking on. It looks at each click, as well as every navigation and extraction. In the end, it generates a report for us.

The Agent Console has helped to decrease the average agent handling time, which is our main goal when it comes to these massive business operations. Average agent handling time is the metric that we primarily work with and as such, everything we do is related to reducing it. RPA in our use case is not used only to reduce the HC or FTEs; but it is used to boost this particular KPI too. In one of our use cases, we have had an average decrease of 30% in agent handling time, which is very considerable.

What needs improvement?

There are some enhancements that can be made within Orchestrator, such as the addition of new dashboards that provide us insights into processes that are already running, which would help us a lot.

For how long have I used the solution?

We have been using the UiPath platform since last year, at the beginning of 2020.

What do I think about the stability of the solution?

The stability of UiPath is very high, and this is a very important point. In fact, stability was the problem that we had when we were assessing the competition with UiPath. We evaluated several RPA tools and moved on with the UiPath partnership because it was the most robust. It is important to remember that we have a high availability environment, and the entirety of it must be stable. Our team is tool agnostic and extremely skilled in the largest RPA tool providers, enabling us to develop automation on any platform.

What do I think about the scalability of the solution?

UiPath is very easy to scale because, in every part of our solution, we use the Apps feature. This accounts for high availability and automatically provides us with scalability. For example, if we have a process that is handling 100 invoices at a time, but in three months we grow and need to instead process double that number, there is a feature that we can use to instruct the bots to run on additional machines. The scalability is very dynamic in this regard.

UiPath has a function within Orchestrator for dynamic allocation, where it can draw resources from a pool of machines in the infrastructure. For example, if there are 30 machines available then an option can be set to dynamically use the licenses. If there are 10 or 20 bots that need to perform tasks, the licenses will be automatically used to run the processes. You don't need to look at these machines to see what is running because all of the management will be taken care of automatically.

We currently have 25 staff involved in RPA. There are 20 developers and five architects, just to keep the projects and everything with the customers up and running. We expect this to improve and grow, doubling our numbers this year.

In fact, our expectation for growth is very high. Along with each implementation or development that we do, new opportunities arise. I would estimate that for each successful implementation that we have, four to five new opportunities are presented. Naturally, we will need to have more licenses and more contacts to increase the total number of bots in our environment.

From end to end we have about 50 robots already developed and running in a productive environment. We have human operators, back-office analysts, supervisors and coordinators involved in the whole process of execution and monitoring.

How are customer service and technical support?

After our initial deployment, we have rarely needed to be in contact with support. Our in-house team can do most things autonomously.

We have a premium support package from UiPath and they are very useful and very helpful. They help us with whatever we want and without any doubt support is one of UiPath's strengths. This is not just in a technical sense, but in terms of business and strategy, as well.

Which solution did I use previously and why did I switch?

As mentioned earlier, our RPA team is agnostic to the tool to be used. We can give our recommendation based on the customer's needs but if he has any premise that a specific platform should be used, we follow his needs.

How was the initial setup?

The initial setup is very straightforward. We have a very good team of architects and we also had some assistance from UiPath. It was not simple, but it was not too hard, either. It was okay and we didn't have any problems with the implementation. In total, it took between three and four weeks to complete the deployment.

In terms of strategy, I think for the best implementation, you need to first have the infrastructure set up. The infrastructure and architecture should be very well defined with UiPath because you have a bunch of functionalities that may or may not be useful, depending on the type of business.

Deciding what functionality is required is the very first step. Then, the second step is to have a methodology and a center of excellence for RPA, including frameworks and best practices. This will help to ensure that everything is implemented correctly and that you don't have problems in the future. Finally, you need to have certified developers and certified architectures because this is the most relevant part. You want bots to go live with the best quality to ensure customer satisfaction.

We now have the ability to provide this type of environment to a customer very quickly. We can configure the environment in between two and four hours, to have it fully up and running, and it is very simple to do. This is because we have an RPA infrastructure already built, so you just need to acquire the hardware that includes the machines and servers. Once they are up and running, we activate this section and we can develop and build the bots.

What about the implementation team?

UiPath was a big help during our initial setup. We have premium support, and they helped us with parts of the architecture, the infrastructure related to servers and the cloud, and getting it all set up properly in our high availability environment. It was like a four-handed job and it was all done well.

What was our ROI?

We have many different projects and customers and I would estimate that it has saved us and our customers something between $4M to 5M in total.

Just looking for our success case of the invoices processing, we avoid a cost of $10M.

What's my experience with pricing, setup cost, and licensing?

The price of UiPath is higher than competitors, although the cost depends on what functionality and tools you require. For us, we don't need anything extra in terms of functionality but our contract includes an extra charge for premium support.

Which other solutions did I evaluate?

We evaluated UiPath, Automation Anywhere and Blue Prism, all the best RPA tools providers in the international Market. As we are agnostic with the platform, we can develop using any of those three tools.

One of the cons of UiPath is the price. It's a bit higher than the other RPA tools. In terms of the pros for UiPath, it is more stable, it works in our high availability environment, the support is good, it is very agile and we can develop automations very quickly. Also, implementation was very fast and scalability is important.

What other advice do I have?

We have conducted a proof of concept using UiPath's unattended robot capability to enable a self-service chatbot. Specifically, we used the unattended bot to speak with our S3ND (messaging) solution, which is a chatbot. The scheduling was done via APIs and the communication was done through the chatbot. This is something that we have tested, but not yet deployed. We do think that this is an important next step for us to look at.

We do not use the Document Understanding and AI Fabric features at this time but we are already testing it in some of our customers to implement them as soon as possible.

Another feature that we do not yet use, but we are looking into, is using the AI Center to drag-and-drop machine learning models into RPA workflows. We recently had some discussions with the technical specialists at UiPath about the newer features that are available, and we are looking into arranging for training and webinars that will teach us how to use these new features correctly. Once we have a better understanding of how to implement them, we will begin looking for specific use cases.

The biggest lesson that I have learned from UiPath has to do with our customers and their operations. The most difficult and important challenge that we have is changing the mindset of our customers such that it is in line with digital transformation, and this is something that UiPath helps us with. They provide us with everything we need in terms of security, implementation, and high availability. Really trusting that these bots are doing the right thing is the biggest advantage that UiPath provides for us.

There are three main points that I would make for anybody who is considering UiPath. The first is the cost, in terms of money. The price of investment is high but the benefits are uncountable. Next, it requires that you look into what you really need, and whether it is all of the features that UiPath offers or just some of them. It is also very important that you look at your infrastructure because it has to be able to handle all of the bots. For example, we know that our processes need a lot of computing power and a lot of memory, so the hardware is important. This has to be built in advance of purchasing the software. The final part is the team, including the developers and architects. It is very important that they all be certified by UiPath. There is training and courses available, they make everything clear, and it includes learning the best practices, frameworks, and models to assure that you're doing everything right. If the company is audited and you are doing it properly then you won't have any headaches.

I would rate this solution a nine out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Microsoft Azure
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
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AYOUB BOUHIA
RPA Engineer at a tech vendor with 201-500 employees
Real User
Great end-to-end automation that increases efficiency and reduces human error

Pros and Cons

  • "The initial setup is good. There are no problems."
  • "Between version 19 and version 20, the orchestrator tool interface has changed a lot. It totally changed. The menu changed, the place of the button changed. It took me a week to understand and to make myself used to this new interface."

What is our primary use case?

I am an API developer and I use UiPath for development. I use it to develop solutions for banking problems, like banking automation.

For example, in my previous company, I used the API for developing automated reporting solutions that take a lot of Excel files, check their data, and try to generate a web page containing many graphics based on the Excel data. It's basically translating the data on the web and it's made automatically every month. 

For my current company, it's a banking company, and I'm working on the banking solution. It's a process of verification of the user identity or the client's details. This process is based on taking the ID card of the person and digitalizing the data. It's a technology meant for reading data from documents. After reading this data, we automatically take this data and put it into the database and create accounts for the user or do a lot of automated things. 

At my current company, the use case is for the process of managing the relationship between the client account and any fees. A robot always checks if there is something to pay for the client and can take the fee automatically if that is the case. Then there is a transfer of money based on the request.

For example, when someone wants to do a transfer they add the money and sign a paper. This paper contains the information of the client's account, including details such as the client name, the account number, and the amount of the transfer. We take the data and the robot automatically takes the data and, via the web, goes to the apps of the bank in order to search for the client, search for the account, say the amount, and take the proper amount from his account, et cetera. We're able to save steps as everything is automated.

How has it helped my organization?

The actual company has three environments. There's one for development, one for pre-production, and one for production. Every element has two UiPath robots and one Studio. We have in total three studios and six robots, and each one has its own lessons. 

In the first, there was only one robot and one studio. They upgraded the solution from one studio one robot to three studios and six robots and they have found a good benefit in that. They know that it will give them more opportunities and more advantages within the banking environment. They made an investment in this technology to make their work easier so that they could be the best in the market of banking. It's helped them become more efficient.

What is most valuable?

There is an additional library that I discovered that allows me to work with the previous version of UiPath. There are some libraries that are new on the UiPath Studio, which are also helpful.

In terms of the ease of building automation using UiPath Studio, I must say that I used Automation Anywhere once as well. However, the way the UiPath connects the idea for development makes it so easy to build with the components that we can just drag and drop in. It's the easiest way to develop a solution and is an easier tool to use.

UiPath helps implement end-to-end automation starting with process analysis, then robot building, and finally monitoring of automation.

Being able to implement end-to-end automation is important for me. As much as they make me work, they make the work easier for me. For example, I use it to make the connection between ABBYY Studio, a solution for OCM, and writing scripts inside. I try to launch the script and take the output of the file and try to do a lot of things to make a connection between UiPath Studio and ABBYY Studio. UiPath Studio has given us a strong and new plugin, that we'll put some parameters around and we are done. It makes things easier like that. The features added into the latest update are helping a lot.

UiPath Studio has helped minimize our on-premise footprint in that there's less staff required. Previously, the company had three or four people doing the same thing. Now, only the robot does it. The four people are doing something else now. It's allowed them to focus on other tasks. The robot did not replace them, however. They still work in the same company, however, they are focused on doing different jobs - specifically jobs that can't be automated. They work on jobs that require a human operation, human intervention, and that's it.  The employees are happier too. The current company recently won an award based on employee happiness. In 2021, they were awarded excellence in employee condition. Automation hasn't made them bitter or changed their work ethic.

Robots started doing a lot of tasks that four people take one week to finish, except they can do it in one day. It's saved lots of time. For example, if we have 52 weeks, every week the robots can do a week's task in one day. A human may only be able to do 52 tasks in a year, whereas a robot can overperform by roughly 86% over the course of a year. 

UiPath speeds up and reduces the cost of digital transformation. The robots are extremely helpful, as they can work 24 hours a day, every day. They can do processes faster than people. It makes everything ultimately speed up.

The product has reduced human error. Even the robots make some errors, however, at least we are aware of them. The errors end up being fewer than that of a human counterpart. The issue with human errors is that we can't know if and when an error is made. At least with the robot, if it makes an error, the person is blocked somewhere and therefore we know that the robot missed something or it found a wrong account number, for example. The robot will notify us of an error whereas a human might miss it completely. 

What needs improvement?

Between version 19 and version 20, the Orchestrator tool interface has changed a lot. It totally changed. The menu changed, the place of the button changed. It took me a week to understand and to make myself used to this new interface. In the end, I found it's a good change and it's helping so much in understanding what the robots are doing in terms of checking logs, extracting some data there to make some analysis, and giving reports to the director.

The scaling could be better. There are so many parameters and options to check and so much to do before the solution is ready to use. Not everyone knows what to do at the outset and it's all a little bit complicated.

For how long have I used the solution?

I've been using UiPath for one year and a month. The company may have been using it for longer than that.

What do I think about the stability of the solution?

While the stability is fine, with a license that needs to be paid yearly, UiPath will put out a new version annually. That way, when companies go to renew, they often need to upgrade or pay for a new license. The product does this to keep earning money year after year. 

What do I think about the scalability of the solution?

For me, having the ability to scale automation without having to pay attention to infrastructure is okay, generally, however, even though I find that the company can use the tool to make the process automate well, I don't have so many people working with process automation. There are now just a few people developing in the APA and the licensing is still expensive and clients aren't excited to do anything even if it's a good solution for automating the process.

If you have a lot of money, you can put it all in UiPath and make the robot far bigger. I heard about a company located in Qatar that has 3600 robots. They buy it every year. It's a banking company and every year they pay for it. They are not using all of the robots, however, they've given their developers full reign of the environment.  

In my current company, I'm the only one using it. Many companies actually spend a few years testing it before they officially start using it. However, the company does plan to increase usage and does plan to add three or four more people to the team who would be working with me. I would manage them and provide training as we expand. 

How are customer service and technical support?

There's a third party that takes responsibility for troubleshooting. They made the environment, and they are in charge of everything. Personally, I go first to the UiPath forum if I need help. I've found a lot of answers there. If I don't find something useful or helpful, I write an email to the third-party provider so that they can take charge of the problem and solve it.

They are good. There are three people who assist me typically. One is from the Middle East, one is French and the other is from India. Their way of communication, their way of giving information, and giving support have been great.

Which solution did I use previously and why did I switch?

Both companies I have worked for that use this product have never used an automation solution before. 

How was the initial setup?

I have worked with the solution for two enterprises. One was a Canadian company. I implemented the solution for them. I met the organization's boss, and I also put the training together too. I made the environment and I developed the solution and did the full implementation. 

The second, which I am actually working for, is a combination between Europe and Africa on the main. In both companies, the solution is already implemented and I work with it. The solution was started by another department. We don't share or manage the site of escalation or choose which kind of installation. The installation in this case is on-premise. We have constructed on our IAS, local server, and that's it. It's on the server, and we're not using UiPath's cloud.

The initial setup is good. There are no problems. Setting up the robots is also good. For the Orchestrator, sometimes I face some issues surrounding not UiPath, but the OS. For example, installing the Orchestrator on Windows 10, version 19.02, it's not the same process as it would be with Windows 10, version 20.82. Sometimes the visuals of the operating system change and it affects the installation too. This is well documented in the UiPath community. You'll find that many people face problems while working with the Orchestrator.

The deployment sometimes took me two hours. Sometimes I come across an issue and it takes more time. However, often, it can be deployed in 30 to 50 minutes if all goes well.  

With the installation for a Canadian company, I have a very simple installation experience. The environment was already prepped and ready and I just needed to start the installation. 

There is an IT team that does perform the maintenance as required, for example, if there are any updates or upgrades. I don't handle that aspect. I'm only a developer.

What was our ROI?

We might study potential ROI in the summer of 2022. We're still on the development part and therefore we still can't make reports. We don't have statistics.

What's my experience with pricing, setup cost, and licensing?

There can be costs related to digital transformation. There are two ways this can happen. The first is when the robot is using an internal application, the application made by the company. There often is some modification to the interface of this app. There are some options that become available only for the robots. The second is when the robots use the websites of external companies. Internally, we made some changes to the robots to ensure they work well. In terms of the expense and how much it costs, the information is managed by another department. I don't have information about that.

I can't speak to the exact price, however, recently I heard in a meeting that one license for Studio Path costs 2,825 Euros per year. This price is approximate and may fluctuate.

The license is always per year. They don't show the pricing on the internet. You must contact the support or a seller. 

Which other solutions did I evaluate?

For the company I currently work with, I was in the meeting that chose the automation solution and they put the UiPath blueprint and Automation Anywhere on the table. The company wanted to choose between them. They found that, in terms of money, performance, and popularity, UiPath was the best. That is why they choose UiPath.

What other advice do I have?

We are not resellers. We are customers and end-users.

For now, I am fine with UiPath Studio and I will likely keep developing automation solutions on this tool.

For the attended robots, we are not using them yet. We are only using unattended robots. First, we must make the financial employees understand how robots work. They need understanding or training as a first step before we can use attended robots in development. We are going to use attended robots in the future, however, for now, we're focused on unattended robots.

We don't yet use AI functionality. We're going to start using artificial intelligence and also the machine learning solution of UiPath via AI sensors. We'll use it to measure credit and to gauge the likelihood of clients paying, however, for now, we are not yet using AI features.  

We are also not using UiPath apps.

UiPath Studio has reduced the costs of our automation operations, although I don't have an exact statistic that reflects this.

Sometimes, when you come to a company and you tell them that you will make a robot to do their job, the first thing they will start thinking is "we're going to lose our job. They're going to fire us." With that mentality, they often aren't cooperative. 

For example, in a Canadian company I worked for when I was working on the process, the parts of the activity for Excel automation, I kept notifying them that they should keep using the same name of the file so the robots can read the file. However, I would get files in different names with letters off or symbols in them as if the staff was trying to get the project canceled by trying to show the robot wouldn't work. However, over time, as they came to understand no one would lose their position, they became cooperative. They weren't happy at first, however, they came to embrace the project.

UiPath has a huge marketing strategy, and they have been the first in the world with a lot of this technology. If a company wants to integrate automation into its processes, it will likely start looking at UiPath first.

If a company is considering UiPath, they should know exactly which process should be automated. When you know what kind of processes will be automated, they will understand better if they need attended robots or unattended robots, and then can proceed with a purchase. What one recent company did is they went and bought one studio and one robot. Then, later, after understanding which process was going to be automated, they figured out that they needed three studios and six robots. It's better to know which process to develop to make it automated, then later go to buy solutions for it.

We will still always need human workers. Of course, there are some tasks that can be automated 100%. However, in the end, and specifically in the banking domain, we always need humans to understand some things that make the work easier. if we combine automation, things like robots, and human intervention, then we can get great results.

I'd rate the solution at a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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Sri Raju
CEO at smartbridge
MSP
Reduces human error, provides great AI functionality, and has excellent technical support

Pros and Cons

  • "The solution has decreased the processing time of the client's invoices for IT. Just IT. Not the rest of the organization. That said, just there, that’s 600 hours of annual savings in one department. On top of that, we’ve decreased processing time by 90%."
  • "UiPath should take several steps forward to be prepared for this competition and create differentiation with capabilities that Microsoft does not have. The innovation within UiPath is going to be very, very crucial. However, the most important thing is clear the differentiation in the messaging."

What is our primary use case?

We are a services company. In terms of how we use UiPath, we handle a lot of the financial processes, including our customer billing, our time tracking, and our time reporting exceptions - such as looking at who has not submitted a timesheet. When this exception happens, there are automatic emails that go out using the RPA, from UiPath. 

The whole process from our inventory, which is our asset, is automated. With the asset, which is the time that our people spend on clients, we make sure that we capture what we need to create and send invoices out. The whole collection and AR process, including making sure that we get the money and send reminders to clients, that whole process, is automated - with human intervention, as needed.

How has it helped my organization?

The solution has decreased the processing time of the client's invoices for IT. Just IT. Not the rest of the organization. That said, just there, that’s 600 hours of annual savings in one department. On top of that, we’ve decreased processing time by 90%.

What is most valuable?

The automation cloud offering helps to decrease the solution's total cost of ownership. More than that, it creates agility so companies don't have to worry about delivering the infrastructure team and setting up sellers and all the things that they need to do to get to the stage of actually installing the software and internal security. That all takes time to go through. With the cloud, you avoid all that. You basically create agility for the clients to jump onto automation and not wait for all these things. It can be frustrating sometimes in large companies. That's why we tell clients to avoid all these headaches. With the cloud, you’ll get going very quickly within a matter of a day or so.

RPA is not the only thing we do. We do a lot of ERP, CRM, all of these things. Traditionally, we are a full-service organization for clients and their journey to the cloud. Everything's going to the cloud. There are some organizations that still have on-premise ERPs to migrate from the on-premise to the cloud. When those fundamental applications are going to the cloud, automation is a no-brainer. We would always promote the cloud version over on-premise.

The RPA is the most valuable aspect. The power of machine learning and AI along with the document understanding capability that UiPath has is great.

By implementing that portion of the solution, we get clients to 95% accuracy in reading invoices for processing into the ERP. While running basic automation will continue, the world is moving towards intelligent automation, which is with all the machine learning and AI.

Overall, the solution has saved costs for our clients.

It has reduced human error. Machines can do anything faster, cheaper, and of a higher quality than humans can do. That is just a universal fact. I don't think we have measured the accuracy, however, there's no doubt accuracy has gone up. The client recognizes that the accuracy rate has improved.

We're not talking about removing errors. In some cases, errors may happen. However, when I say we’ve seen a 90% efficiency rate, it doesn’t mean the remaining 10% are bad decisions. We're talking about how it could not read those things. The confidence level is low, and therefore, it's kicked to a human to review. It did what it's supposed to do, which is to flag for human review, which is how processes should happen.

The solution has allowed the employees to focus their time on other higher-value work. That's what we pitch to our clients. We never tell clients that oh, you can lay off people. We do not tell the clients that that's what they should do. Rather, we advise clients that what they can do with automation is free up people's time. That means either freeing up a portion of the time or fully freeing time or completely reassigning a job. 

After automation, you may have to reorganize your department. However, with the freed-up time, departments can focus on the most important thing, which is what can they do to create focus on the customer and create an experience for the customer, where the customer feels they want to be connected with your brand.

I have a case where I was talking to the CEO of a big restaurant company. HR, payroll, finance, all those areas that reported to him. He also handles customer experience. I told him about automation and the power of automation and how it will free up people's time. He said, “So what you're telling me is I can free up a portion of my staff so they can focus on all these customer complaints we're receiving?" For him, that is going to be a game-changer.

UiPath has also positively affected the employees themselves. They've become a little bit more satisfied with knowing that they can focus their time on higher-value work. In most cases, initially, there'll be fear for them. They don't know what automation is, and why they're doing it, and what it's going to do to their position in the company. That fear will always be there with humans. That's why leadership needs to focus on change management and communication. Those things become very, very important. Once you do it right, people will actually feel happy. They will no longer have to say "Oh, no, I don't have to stay until six o'clock, seven o'clock every day to finish the SaaS." Now it's much easier. They can focus on the things that they truly enjoy, which has nothing to do with the heads-down work that they do all the time.

We use the solution's AI functionality in our automation program for our clients. For simple processes, you don't need AI. However, the complex process where machines need to mimic the human thought process requires AI. AI is not perfect. It's not a holy grail that is going to solve all problems. That's not the case. We have to be careful. However, if you use it right in the right way, then you can truly solve complex problems.

I’m not sure if the solution's AI functionality enables us to automate more processes overall. It's hard to say. For me, the way I look at technology is that it is not a hammer that's looking for a nail. You have to look at your business needs and then figure out what technology will best fit or solve the problem. It could be simple AI, or, maybe in some cases, you need more advanced AI. I would look at it as what's the right technology for what purpose. That's the way I look at it.

We do use UiPath’s Academy. We have several people that we've pushed through training and certifications through the academy. It’s helped get those employees up to speed on the solution.

Also for us, as we are a services company, that gives us a stamp of quality seal in order to market our services better as we are certified and qualified.

What needs improvement?

UiPath continues investment in machine learning and AI. That's one thing they have to do. The fundamental thing UiPath needs to understand is the competition, the market, is not Automation Anywhere or Blue Prism. Rather, big competition is coming from Microsoft.

It's around the corner and Microsoft is going to come in a big way. I’d advise them of the parallel of Power BI. Power BI three years back was not a good tool. Other tools, like Tableau, were the kings of the BI space. Fast forward three years and today we do a lot of BI for clients. Almost every client of ours is migrating to Power BI, like Power BI's matured to 80% of Tableau, and that's good enough for them. On top of that, Microsoft was throwing free licenses to their customers. When you do that, versus buying $2,000 a pop or $1,500 a pop from Tableau, users line up behind the free tool to reduce their costs. Microsoft is doing that with Power Automate now. I just talked to a client, a big client, a $10 billion company, where they were at Blue Prism. They just told me that Microsoft just gave them 70 free licenses. Now, they are forced to bring Microsoft Power Automate into their RPA strategy even though before, they were not considering that.

UiPath should take several steps forward to be prepared for this competition and create differentiation with capabilities that Microsoft does not have. The innovation within UiPath is going to be very, very crucial. However, the most important thing is to clear the differentiation in the messaging. That's very, very important. They should be ready and arm their partners with information about why UiPath and not Power Automate.

I've been around the industry for 35 years, and I've seen lots of incumbents getting blown away in various technologies at various times. The big power comes down hard. UiPath has got to be ultra nimble to not get crushed.

For how long have I used the solution?

We started working with UiPath in 2018. We partnered with UiPath in late 2018. It's been about a three-year journey so far. 

What do I think about the stability of the solution?

In terms of stability, I've not heard anything bad at my level. That means no bad news is good news.

What do I think about the scalability of the solution?

We do plan to scale beyond the client's IT department and to the rest of the organization. When they scale it up to the rest of the organization, and this organization operates in 25 countries, they have over $190 billion in assets in these countries that we can add efficiencies to. The scale of efficiency that we will get with what we did will be huge. That’s the next step is to roll it out to the rest of the organization.

General scalability is an issue when it comes to processing large data sets. However, with the right creativity, you can solve those things due to the fact that you can have the right infrastructure to catalyze or do whatever you have to do to create scalability. We are used to doing that. We deal with ERPs and we create architecture and design the environment in such a way that it can scale. That said, you need to know how to do that. 

How are customer service and support?

Technical support is very good. We're very pleased with that. When we ran into problems with a client, with the document understanding, initially the success rate was not very high. Then we had to reach out to the support and they actually jumped in and assisted us and told us what we needed to do. Once we did that, then things took off and we got to 90% accuracy. Initially, it was only 50%. Therefore, for us, it's been good.

Which solution did I use previously and why did I switch?

We did not previously use a different RPA solution.

We did partner with Automation Anywhere,, however, ultimately, we didn't do anything with them.

How was the initial setup?

The initial setup is straightforward.

We're a consulting company, and we work with several clients. For some deployments, we were able to do the first deployment in 30 days. With other clients, it took about three months or four months, depending on the use case or the initial use cases that they picked.

Different companies operate differently. I always advise clients that they need to pick simple use cases and deploy them first before they go into complex stuff. Sometimes clients make the mistake of picking their most complex use case and say, "Oh, let's try that." No, that's not a good way. It's not a good way to embark on a journey that's long-term.

You've got to think big, start small, and be agile. If you get a complex use case at the beginning, you lose agility.

Which other solutions did I evaluate?

We looked at Blue Prism, Automation Anywhere, and UiPath. The momentum was with UiPath. I knew where the momentum was and how we needed to align ourselves. That's why we did UiPath.

We looked at where the market demand is. For example, Blue Prism. We knew that Blue Prism is a lot more IT-centric, IT heavy, programmer heavy, which defeats the whole purpose of self-service automation. It's never going to succeed in the marketplace today as we promote self-service for everything.

That's why we didn't want to waste our time with Blue Prism. UiPath obviously has the community edition, which was brilliant. Basically, they saw a gap in the market. That's a parallel to what we do, for example, in Vtech space. Also, for example, Tableau is a good tool. So many people love Tableau. They've used Tableau. You had the established players in BI space like MicroStrategy and Oracle OBIEE, however, they were very IT-centric and Tableau came in and beat them. They sold out into the business and you could download, pay $2000 and download a license and start creating your dashboards. I was glad that UiPath took a similar approach by creating a community edition, and then letting end-users download and then play with it.

What other advice do I have?

We basically help clients think through their RPA strategy, their automation strategy and figure out what the right technology would be. We are a reseller. If it makes sense, we'll resell and we'll advise clients regarding UiPath for their RPA journey. We also use the solution ourselves. We have automated certain things, certain processes within the company. That becomes a practice round and a learning ground for our people so that when we go to clients, we can take some of these ideas and do to the clients as well as reaping the right expertise.

I'm not sure if we are using the UiPath apps feature or the applications feature. In my role, I just lay the strategy and the team executes it.

A lot of times things stall. In company setups we see a lot of cases where they did a few automations, a few bots, and then things stalled. That's a problem in the industry and the way to solve that and truly embrace the art of the possible is with automation. To get there, you need to execute across senior leadership. Without that education, they just don't put their weight on their departments to do the journey. Education is one thing that is very important. They understand the art of the possible.

Another important aspect at the outset is having RPA as a corporate strategy. Pushing to make it a corporate strategy is really going to help. That way, you can stall it for some time, however, eventually, it will have to get done. Otherwise, they are left behind when your competitors take advantage of the agility. There needs to be a center of excellence and companies need to develop internal capabilities. If they don't have capabilities, then they fear not knowing how to handle something. Those are common problems. And those need to be overcome.

I'd rate the solution at a nine out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner and Reseller
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Geetishree Rao
RPA UIPath Trainee at a non-profit with 11-50 employees
Real User
Easy to use, easy to set up, and offers good document understanding

Pros and Cons

  • "It's low code/no code which makes it very easy to work with."
  • "More videos are required. There are basic videos that can help you learn about the product, however, there need to be more in-depth videos to help you through certain tasks."

What is our primary use case?

I've created an app for conversions and exchange rates. Every day I need the exchange rate of a certain currency and I use the API free exchange and UiPath.

It's also used for the reconciliation of invoices.

I've used it for the creation of an onboarding bot for employees to be onboarded onto a website with a remote system. I used AWS and a virtual machine and created a Google Form from there, and used UiPath's computer vision to do onboarding activities and extract data from files. PDF files can then be entered into the remote system. UiPath can be used to fill the forms.

It can be used for web extraction tasks as well, for example, for booking flights, where you can extract the flight details for particular search criteria and place them into an Excel sheet.

It can also be used to extract data from invoices in order to populate an Excel sheet, for a portable format. I've created a process that used documents as a learning model and extracted the invoices, using logic to output the transactions. 

Another use case I tried was extracting data from Amazon based on exact data. The same can be done on Linkedin using the Linkedin API. I'm fine-tuning and extracting data, putting the outputs on Google Sheets.

I've experimented with many use cases and automated many processes. 

What is most valuable?

It's low code/no code which makes it very easy to work with. 

Building automation using UiPath is easy. If I see a video or some instructions, I can do it. Things are doable. You learn. If there are use cases or there is information online, you can replicate the process.

Adding activities is easy. All of these partners are integrated into UiPath now - including AWS and G-suite. You have activities already built right into UiPath and they are working to make everything as low-cost as possible.

Then you have OCRs which offer the document understanding. I can do a PDF extraction using just OCR in a normal way.

I love the document understanding. You can see whether a document is valid or not. You can accept or reject. I came up with a .NET background. I used to write so many lines of code for doing a certain thing. Here, you have a for a loop. You don’t need so much code.

I remember when I used to work for a UK client, a gas utility, and at that time we used a read-through data driver, and got the Excel data, and again validated everything. However, for that, we used to write around two, three pages of code. Now, using UiPath, you just do a real Excel activity and you get the entire sheet. Automation has made our lives easier.

I can scale automation without having to pay attention to infrastructure. Now, since the cloud has come into the picture, everyone is going to the cloud and everything is easier but with the new cloud partners like Google, AWS, Azure, and Oracle. A company may not have its own on-premise orchestrator.

Earlier, you needed three servers for production, testing, and development. Since UiPath has both cloud orchestrated and on-premise, it's easier for organizations to use less physical space. For smaller organizations, they can go to the cloud. For larger they can have their on-premise orchestrator. It’s flexible.

UiPath enables me to implement end-to-end automation starting with process analysis and then robot building and finally monitoring of automation. There are many process mining tasks, capture tasks, mining, et cetera. More things have to be automated - such as deploying, managing, and enhancing for continual improvement. It has all the components.

For a beginner, end-to-end coverage may not be essential. When we talk about automation, we should know what can be automated so that we ease our lives and that doesn't mean we have to remove the resources. You don’t have to involve the employees. You just need to simplify the task so that there is continual improvement. Users should consider not only, how to automate but what needs to be automated. If it is automated, how it can be improved gradually and what are the returns? Sometimes that doesn’t necessarily mean you need end-to-end. You just need simplicity.

I do use the attended automation. For some processes, I use the attended automation for testing purposes. I use the attended if I'm using UiPath assistant, otherwise, it's normally background processes that are unattended.

Attended automation will be for document understanding when I'm training a robot, for example, for what is the format or validating the time I'm using attended one. If I'm asking a user for particular search criteria, or for currency exchange it's mixed but mostly unattended.

Both attended and unattended work together - the human as well as the robot. However, it depends on the scenario. Unattended means you are not dependent on any human resources.

The orchestrated cloud, which is a SaaS, it's quite helpful. If I just want to install UiPath studio in my system and I'm least bothered about what environment it should be, what infrastructure should be, where I'm going to deploy, it is quite useful and quite easy when there is a SaaS option available.

I’ve used the AI functionality for sentiment analysis such as getting reviews from the websites about a particular product or service.

UiPath offers great object detection where you have a magistrate and you can detect whether you want to detect the people. If you want to extract how many people are there in that image, for example, during a social distancing sort of event, that can be used for object detection. I've used object detection for images in terms of extracting a number of people.

I’ve trained the system to read different types of invoice formats. I've used the email or document understanding that can read separate invoices, receipts, utilities, et cetera. I’ve used the solution to create processes for invoice reconciliation.

The AI functionality is quite easy to use. For tollgates, for example, when they charge for tolls, the solution can be utilized for seeing the number plate, and through the image, get the data, extract the number of data from the numbers plate, use the driver information from the number plate of the car, et cetera. It becomes a very easy AI model. Without any type of knowledge in AI, you can use those out-of-the-box functionalities.

The more training you do with machine learning, the better results you get in the end.

I use the automation cloud feature.

We are not bothered about any patches or any work that has to be done to maintain the infrastructure; the vendor does it.

The automation cloud offering has helped decrease time to value, however, since I have not deployed real-time projects, I cannot give exact numbers on the decrease. That said, from my experience, I feel that it is true.

It’s my understanding that the automation cloud offering helps to decrease UiPath's overall cost of ownership, however, at this time, I just use the free version.

The solution enables you to be better and better with cloud features that are quite accessible.

In terms of UiPath Apps, I have used them, however, just for my own purposes, for my own training purposes, as I was learning. It is easy to use and pretty much drag and drop. For the basic things, the user can do a lot with minimal training. You can do everything with low code and less coding knowledge as well. A person may not be technically sound, however, even with minimum knowledge, they can create apps using UiPath apps. That's the interesting part of UiPath apps.

UiPath reduces the cost of digital transformation. It does not require expensive or complex application upgrades or IT support.

UiPath has reduced human error. For example, let's say I'm filling a form using a document. Typos, errors, spelling mismatches, et cetera, are reduced when it is handled by automation. When we automate this process, the robot minimizes the error since a human is not involved in this case of data entry. It will extract whatever data there is in that document and it will fill in the form. Similarly, for calculating Excel data, we can avoid calculation errors.

What needs improvement?

More videos are required. There are basic videos that can help you learn about the product, however, there need to be more in-depth videos to help you through certain tasks. For example, I was trying to use an API for conversion. I was doing it for a single transaction, one by one. There can be cases where it will not go for a simple conversion or simple transaction, and it will be a bulk action. In that case, I may need to upload a file. I was searching for an upload control however, I could not find anything to assist me.  It would have been helpful to find some sort of instructional video for this task. The file upload, where you upload a file and select a file so that you can extract data all those things based on that file is a commonly used feature - and yet, that was missing. 

UiPath apps may be able to increase the number of automation I can create while reducing the time it takes to create them. However, they need to elaborate on the process. I need more articles on that. From the point of view of the person developing the automation, I need more details on writing the correct code or doing the automation, which I hope will be coming in the next releases.

They require an improvement in the IEP. I don't know whether it's a bug or something. I find that, with drag and drop, you have to drag it in a particular fashion. 

When they add new features, they should offer some in-depth sessions on them to help people get comfortable with the changes. 

It would always be helpful to have new partnerships between UiPath and different cloud vendors. 

For how long have I used the solution?

I started using the solution in February of this year.

I am on a gap year. I used to work for an IT company, and I have taken a gap. To re-skill myself I started learning UiPath. 

What do I think about the stability of the solution?

The stability is quite good. You have other options, such as Automation Anywhere and Blue Prism. UiPath will be like coming out with new revisions in the coming years that will continue to compete with those.

Even now, it's quite stable and quite reliable, even if the changes which are coming, in the much of the deployment, are felt good. There are frequent revisions. I have no experience in other automation, however, from what I've seen, even as it changes, it's stable.

What do I think about the scalability of the solution?

Scalability is quite good. It has alliances with different cloud vendors so that you can scale your robots. You can have different instances, different new virtual machines, and in the cloud. You're not concerned about what to install and you just pay as you use. The cloud vendors make it very scalable. 

Once I am employed, I do plan to increase usage.

How are customer service and technical support?

I use the forum for any queries. I didn't face user technical problems for any robots that I am using. I have not been in direct contact with technical support.

How was the initial setup?

The initial setup is straightforward. 

You just go to UiPath.com and register with your user ID or any email ID. From there, you install the UiPath Studio and you set your workflows. Once you publish, you get it in your orchestrator, attach the process, create a job. And then you run it. 

It's quite easy to create a workflow, publish it, and deploy it in the orchestrator. Next, you have to tag the correct robot, the correct machine, and the correct sponsor. In any environment you want.

For small processes, the deployment would hardly take a few minutes to deploy.

Maintenance is light for the cloud instances and really does not need much. The cloud vendors do the work, however, users need to pay for the services which they use.

What about the implementation team?

I handled the initial setup myself. I did not need an integrator or consultant. 

What's my experience with pricing, setup cost, and licensing?

I can't speak to the exact pricing of the product as I am using a free version of it right now. I'm not paying any licensing fees to UiPath.

I shouldn't say you need licenses for many things for today, however, for working on Visual Studio, if you want to automate something, you need a license, which costs you around 5,000 to 6,000 Rupees. If you want to do some extra Microsoft office activities. You need the maximum office license, which is 70,000 Rupees. That said, with UiPath, you need not have Microsoft Office installed. You can still read the data and extract the data in an Excel format. You can then share the data from those automation activities with no third-party license cost and no software licenses.

UiPath can help save costs in an organization. There are so many legacy systems wherein you have so much data migration, and many things which are done manually can be automated and you can save resources while doing something new. 

What other advice do I have?

I'm just an end-user. 

My first experience with automation was, "Okay, which product to learn?". After all the reviews and reading, I decided to start with UiPath. My previous background was .NET web development. I was a full-stack web developer with seven-plus years of experience and I found that I really like when a product is built on a .NET framework. I realized that "Okay, it's better to do something, learn something and I have a background of the platform so let's start from there".

When I started using this product, I found the academy was quite open, and in the forum, there were people who were training as well. I found that while I may not get 100% of the answers I need, 85% to 90% of the time the answer is there if you search. 

Many people do not know RP automation, and it's great that they have these free resources - which is rare for such a product. Each region has a chapter where people working in this area come and share their knowledge and experiences.

Currently, I'm using the 2019 version of the solution. It's not the latest, however, it's not much older. I'm using the enterprise as well, which is free for 60 days. I started using UiPath apps as well. I'm learning so I use the cloud orchestrator to deploy my processors. 

I'd rate the solution at an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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