Gain Operational Efficiency Through Digital Labor
Companies have traditionally applied a myriad of strategies targeted at improving the efficiency of business processes. Many of these were manual labor approaches such as off shoring or “best shoring” – putting processes and staff in the right, most economically favorable geography. However we’ve now reached a point of diminishing returns. Skilled resources have become increasingly scarce and more expensive worldwide, making the automation of manual activities highly attractive for service providers.
Reduce the cost of doing business. Digital labor is the next frontier for improving operational efficiency. Consultants and SIs bring a wealth of intellectual property and best practice knowledge to streamlining and optimizing business processes. Partners are uniquely positioned to apply that knowledge to a client’s current processes to determine which elements are the most costly, and evaluate which to automate first for the highest return on investment.
Knowledge is power. Worksoft makes it easy to identify what business processes are most critical. Business users simply interact with the set of enterprise apps that form their end-to-end business path – as they normally would. Worksoft software operates in the background, generating a visual depiction of the processes, along with advanced analytics. See time spent on a given task, the number of steps within a process, the specific elements of an application that users have interacted with, or custom analytics to show trends over time. Consultants and SIs can use this insight to determine what areas need automation most.
Putting digital labor to work. With an automation portfolio of captured processes, the next step is to “harden” the automation by creating connections to business databases or even Word and Excel – which requires no scripting or coding. Finally, clients can run the automation to perform the business function, eliminating both human labor and human error – to achieve robotic process automation.
Telecommunications Company Reduces Staff’s Manual Effort with Worksoft Intelligent Automation
The Challenge: This telecommunications company was looking to cut headcount in their calling centers and engaged a consulting firm. Together they found that traditional approaches – interviews to identify process costs, removal of unnecessary steps, and overall efforts to optimize processes – simply weren’t enough to meet their target reduction.
The Solution: The consulting firm brought in Worksoft. Employees performed their normal day-to-day activities while Worksoft technology automatically captured the business process tasks they performed. As a result, a number of automation assets were generated:
- Process flow diagrams that provided an end-to-end view of every transaction
- Workflow statistics that could be used for analysis, including number of clicks, objects that users interacted with, how processes varied across different users, and more. Heat map overlays were applied to determine cost per business transaction and the overall process.
- Documentation detailing exact transaction paths, including screenshots
- Process automation based on the actions the users took throughout the system
With the help of these assets, the consulting company applied a custom heat map which matched every process step with the associated dollar value. This analysis allowed the team to identify which elements to automate first for the most effective return on investment. The consultant was able to pinpoint how the customer could meet their objective for the current project as well at what further improvements and successes they could help the telecommunications firm achieve in the future.