Create business impact with an enterprise process automation game plan


When faced with the challenge of automating business processes, most enterprises are searching for quick wins and safe bets. But all too often they stall at the start because they can’t be sure of either. What’s needed is a game plan that delivers on both counts.

Sure, there are some enterprises able to take advantage of latitude in the early days and incubate a capability with a bit of trial and error (fail early, fail fast!). Even then, it would be good to know if there was a way to make educated decisions. Case studies are useful, but they sometimes don’t quite align to your specific organizational needs. And the ‘go to’ method of process mapping, flowchart diagrams, and staff interviews often can be a long and expensive path.

There must be a better way. How can you initiate enterprise process automation with the speed and focus necessary to create business impact?

The challenge to think differently

When you realise that every day your customers and employees lay down electronic fingerprints in system logs that demarcate how they get stuff done – you have found the ‘secret sauce’. In fact, if an operations leader receives a customer complaint, these system logs become the source data he or she goes to. It is what you would rely on as the ‘source of truth’ used to narrate the process of what happened.

What if you could do this at scale? What if you could create a complete view of all the processes that customers and employees experience? What would this mean?

The step change

The way to think differently is to ingest system information and use software to map the process, analyse the process and provoke conversation about where your automation program should focus. With a new approach that teams software robots with artificial intelligence (AI) and human workers, enterprises can automatically capture and interpret existing applications and data.

Working together, the various elements tap into an organisation’s “digital fingerprint” to provide a near-real-time, fully transparent and high-definition view of the business. This insight helps managers respond to what is really happening as they aim to manage and improve their business processes.

Enterprise Process Automation, not just Robotic Process Automation

This new data-discovery approach can highlight:

  • A process-based issue that doesn’t need software to optimize it. For example, a process approval level that, with one minor change – say lifting it from $1,000 to $2,000  – could shorten the cycle time for 80 percent of the transactions
  • Machine to machine automation. For example, a huge amount of rekeying across systems could be solved via a short system integration
  • Digitisation still waiting to happen. For example, some processes take three days to start because invoices are still being scanned manually
  • For example, an onerous and repetitive process could be made more efficient and compliant by using robotics

The power of the data-driven approach enabled by AI de-risks your enterprise automation conversation and creates a roadmap for you.

Stacking the odds in your favor

The time may be right for you to leverage cloud-based robotic process automation (RPA) and put AI and self-learning robots to work whenever and wherever they are needed. In doing so, operations and technology leaders can:

  • Create the optimal roadmap with process analytics using a next-generation visualisation engine
  • Build confidence by comparing your performance against industry benchmarks accessible in a comprehensive library
  • Boost utilisation efficiency via on-demand robots available in the cloud
  • Deliver service assurances with cloud-enabled event management and monitoring

As you think about your options, consider those that combine cloud, RPA and AI and leverage a  digital generation services delivery model that provides a comprehensive approach to intelligent automation at scale.

If your goal is seamless service delivery, then I am sure you can appreciate the ability to lift the end goal to enterprise automation that can quickly expand beyond bot band-aids, flexibly scale to meet your needs and learn as it goes. This is a quick win, and a safe bet.

Scott Robson is the offering sales leader for BPS in Australia and New Zealand. He has over 20 years’ experience in operations management focused on Transformation, Process and Outsource Model consulting with transactional and call centre businesses across financial services, government and large retail clients. He is a qualified accountant and Lean Six Sigma certified.


  1. Samvit Spark says:

    Sometimes automation can be a stop gap arrangement in scenarios where cost of change exceeds budget or encounters bureaucratic hurdles, or if we fail to standardize and improvise tools used by vendors, partners and internal business units due to cost, time and priority issues.

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