If you are completely new to the world of RPA, you’ve come to the right place. This RPA for beginners is a simple explanation of what RPA is and does.
Let us start by introducing ourselves in short terms.
We are TM Group, and we are specialists in RPA among other things within customer experience and automation. We will in this article explain, what RPA is and how it can help your business. We will keep it extremely basic and high-level, in order to get everyone on board. Fear not, if you feel like taking it a step further, you can find more advanced content about RPA and related topics like Business Process Automation and RDA on our blog.
Let’s begin. RPA stands for Robotic Process Automation (also know as unattended automation) and is a technology a company can integrate into their business systems. Robotic Process Automation takes care of repetitive, mundane and routine tasks in the backend of the customer service center. It completes the tasks without ever interacting with a customer service agent – unlike Robotic Desktop Automation (RDA) does. RPA is a specific branch of what we call Business Process Automation, which is the overall term for all automation systems a company can integrate.
Is RPA difficult to implement and integrate, you might ask? The answer is no. RPA is very easy to implement and integrate with all the other systems your customer service department run today. With our expertise and input from your end, we will handle the integration and the setup for you, so you can get the impact from RPA instantly.
The key differentiator, when implementing RPA, is to know where to look and optimize. This is called the discovery phase. The discovery phase is where the experts investigate the present processes, and start automating the ones with the highest potential in terms of ROI.
The real value from RPA comes into light, when you combine RPA with the two other elements of Business Process Automation; RDA and self-service for customers. Then you can leverage the endless possibilities and value-adding features they have in combination. By combining the three elements, you create bridges between them and get a complete, and virtual customer service assistant, which improves customer experience in general, the agent’s satisfaction and motivation, the customers' loyalty, and make your brand stand out compared to your competitors.
We hope that this simple post on RPA for beginners explains Robotic Process Automation, what is does and what business-impact it brings. If you feel like educating yourself further, please click on one of the blog posts below.