Bridging the Gap: RPA
Published 29 January, 2019
I attended a webinar on RPA today hosted by Forrester Research and Automation Anywhere on the new digital workforce which noted that only 3 percent of large organizations using RPA currently have more than 50 bots deployed. Why is that? At GXG, we’ve identified a major gap behind the kind of research groups like Forrester offer and the solutions vendors like Automation Anywhere supply. While Forrester can identify business opportunities (paywall) for RPA deployment and Automation Anywhere can outline some best practices, neither can connect you with how to create a centralized business plan, how to create a framework for prioritization of projects, or how to start training and staffing the organization.
GXG connected a client bank with three working operators who led their organizations’ RPA initiatives to help the client transition from a consulting engagement to the establishment of an RPA Center of Excellence. In two meetings within 6 months, this advisory board of experienced RPA leaders worked with internal client leaders to
Define the 3-5 year vision for the business using RPA to improve efficiency and reduce cost in support of the vision for scaling up;
Build an operating and staffing structure for an Automation COE able to identify, qualify, and prioritize new RPA opportunities; and
Frame out a workforce plan including training an upskilling.
Within one quarter, our client went from zero to 22 bots implemented, all driving significant cost savings. There has also been a positive impact on customer and agent satisfaction scores since the Advisory Board engagement. GXG boards bring relevant, experienced operators alongside client organizations to guide the implementation of strategies and technologies like RPA, helping shorten the learning curve for the business. Client participants leave meetings energized and prepared to start blocking and tackling between meetings, knowing they have relationships and support from GXG and the external board members as needed.
Check out our case studies section for this and other examples of how GXG is bridging the gap in your industry.