Whenever, I hear this, I get sad. And I hear it far too often. Unfortunately, many organizations have never got the desired ROI from their automation investment. This blog article goes out to those who’ve already invested in automation, but is not getting the wanted outcome, and to you who are looking into investing in automation somewhere down the line and would like to get on the track to success from the beginning.
I give my view and determine why this is happening, how to fix it, and how to avoid it in any future automation investments.
By Torbjörn Hörberg, Contact & Call Center expert and consultant.
Alignment with business vision, goals, and strategy.
First and foremost, the RPA project needs to be connected to and aligned with your business’ vision, goals, and strategy. “Why?”, you ask. Let me tell you. An automation investment can be a major investment for a company, and therefore, you want to do it right, and get the best ROI possible. You have probably already laid down the vision, goals, and strategy for your entire business and maybe also contact or call center. Trust the work you have done and create automation and robotic processes that follow that strategy and will help you reach both vision and goals.
For example, if your goals are to have the happiest customers in the industry and a CSI (Customer Satisfaction Index) of 100%, then a stand-alone RPA (Robotic Process Automation) solution mainly focusing on reduction of the AHT (Average Handling Time) is not the best end-product. It is a very good place to start, and can get you far towards achieving those goals, but is in most cases not enough. This example is for the sake of the argument, but I hope you get my point. Take-away is that you need to look at your vision, goals, and strategy, but also your staff and their skillsets, resources, competitors and so on, before pinning down an automation project. But do not worry, we are experts in these projects, and can easily help you discover and uncover the potential and right automation strategy for your individual case.
Knowledge and research are the keys to finding the right automation fit.
Research into and knowledge about RPA (what it can do and what is cannot do) are crucial. Do not take the first automation provider you can find, and do not reply completely on word-of-mouth. Investigate the market and find the right one for you. All providers out there have different benefits and capabilities, and one provider which fits one business, might not fit you.
Most businesses think: “Well, automation is automation, no matter who the vendor is”, or “automation is a commodity service”. The answer mostly “no”, and with a dash of “yes”.
Let me explain…
What we need to consider is: Is the process the correct one to start with to get your ROI?
I often see companies start with the most complex processes, and that results in way too much time and effort spent and wasted to get it up and running, and a longer testing period. We need to find the low hanging fruits for you. And every business has low hanging fruit, which can be automated with the desired ROI.
This is something your consultant in RPA should bring to the table, not just only what the tool can do, but how it can do it for you.
With the experience I have from working with automation for so many years, I can tell you that it is extremely important to dig into the world of the agent. What I always do is to sit down next to the agent, asking him/her different investigative questions, and watching numerous interactions (phone, email, SMS, chat, etc.) to get the full picture of how to proceed.
Measure your KPIs before and after automation implementation
KPI-measuring is always important, and I am sure you are already doing a great job on this today. If not, fear not. It in the project that I make sure that you have KPI data on all relevant KPIs before the automation implementation.
It is absolutely needed to define a successful implementation of RPA. It is the cold facts that proof if the automation is working or not. And act on non-robotic changes in the behavior of the agents directly when we provide them with a robotic assistant (frontend or backend) that makes every customer interaction easier and faster. The agents probably do not need the ACW (After Call Work) or AHT they used to, and this might be a good opportunity to use that time to do other things, which means it will “eat” up the time you just saved for them. Keeping track of change can be difficult but is also the breaking point whether it was a successful implementation or not.
Here are the thre e things to make sure off before investing in automation
- Align your business’ vision, goals, and strategy to your future automation project.
- Research the market, and gain knowledge of the different applications to find the one best suited for you.
- Data of KPIs before and after the automation project is implemented is key to understand the level of success.
I am an expert in all three points and can help guide you towards the perfect automation project and get the desired ROI.
If you have an automation solution in place today and not getting the ROI you wanted, book me for a free consultation with no strings attached, and let us get those processes in order!