Expedite Decision-making on Loans and Car Finance
RPA within Leasing & Automotive Robotic Process Automation has been used for the typical back offices processes for some time. The kind of processes where they are partially automated through computer applications (ERP/PMS/Payroll), but where there has still been an element of human control. Back in 2019, Audi started using software robots/Digital Assistants to aide their employees and help them complete tasks quicker. Slow route to decisions for car finance One area where Digital Workers are being used to help within the sector is within financing decisions. Think of a typical process for when a customer is applying for car finance: Customer chooses vehicle they want Determines the term/loan details they would like Input personal information and financial documentation The customer has to wait, but there are a multitude of tasks that happen behind the scenes for the customer to get their decision and finalise the sale of the vehicle. These tasks are usually repetitive, routine, and carried out manually which is why the customer is left waiting. Introduce RPA to speed up the route to sale This is where RPA can help. RPA is an automation system that automates these repetitive tedious tasks and expedites them quicker than we are able to as humans. It also carried them out more accurately as unfortunately we are prone to mistakes, but a Digital Worker will do exactly as you tell it to. The benefit to this is for the bulk of the applications, a decision is reached quicker. For those that have been accepted, the sale is processed sooner and generating revenue for the company. For rejections, even though it is not that answer the customer wanted to hear they are not left waiting. And for the applications that need intervention or a human eye to help make the decision……fortunately we now have our employees who now are not constrained by churning the bulk, and can apply their brains to the more cognitive cases and focus their energies there. WIN WIN. Customer wins, Company wins. To find out more, please contact sales@centelli.com
Some FAQs – Robotic Process Automation
What is Robotic Process Automation and what are Digital Workers? Robotic process automation is software based intelligent automation, governed by business logic and structured inputs, aimed at automating business processes. It works with existing software systems, eliminating the need for expensive implementations of new enterprise solutions. Here are FAQs on Robotic Process Automation: The best way to think about RPA is as a Digital Worker, who can work alone or alongside the existing workforce to get these jobs done. Digital Workers work best doing tedious, repetitive tasks, eliminating human errors, and freeing corporate workers to focus on higher value work. What are Digital Workers capable of doing? Digital Workers are capable of following any logic, rule, or structured business process that you can train a human employee to do. In essence you train the Digital Worker to do the particular task in the same way that you would an existing employee or a new employee. It is one of the very few technologies you can actually see working when you watch the automation flying across computer screens and between systems… it can be quite mesmerizing at times! Is the process of deploying a digital worker like an IT project? How long does it take? No – that is one of the biggest benefits of Digital Workers. They are quick to deploy and work with any existing IT application, just like a human worker would. Digital Workers are just like your employees, only they are software. Our value based implementation approach works with your staff to understand the process in detail and “train” the digital worker. Given that most IT organizations are constrained by resources and piles of pending tasks, Digital Worker deployment limits IT involvement to provisioning a virtual “laptop”, and appropriate access, for the digital worker as opposed to a physical laptop. Digital Workers are really a business solution that are enabled by technology.
RPA & Digital Workers in Retail Banking
We use the UiPath software to support us in all of our automation projects. RPA & Digital Workers in Retail Banking From ATM data processing to fraud detection and direct-debits management, here are 5 ways the UiPath Platform has helped commercial banks around the world become more efficient. By Improving the Exchange of ATM Data 90% of their process became automated. 0% manual effort was required. a 70% reduction in processing time. By Streamlining Account Creation for Mortgage Customers 70% of the costs were reduced. Their error rate dropped to 0%. 75% faster processing times. By Detecting Financial Crime Time spent processing requests dropped to 20 minutes (down from 45 minutes). 95% of the process was automated. 1 hour of manual work was replaced with 5 minutes of automated work. By Avoiding Revenue Loss and Improving Dispute Resolution Perform 95% of all daily transactions. Save two full-time equivalents (FTEs). Slash turnaround time to 6 hours daily (down from 16 hours). By Verifying Loan Application Documents After automating their loan-application verification process, the bank saved 20 hours per week and get clients a response faster than the manual process. Contact Centelli for a no obligation consultation to review your processes and challenges to see if Digital Workers can help you execute your strategy more efficiently and effectively.
Optimizing Supply Chains – Vendor Selection
RPA is being increasingly adopted within the supply chain to mimic the actions of human employees: capturing, replicating, and processing data, communicating with customers, as well as making judgements and learning from past actions. Intelligent Process Automation in areas such as Vendor Selection, Shipment Status Communications, and Demand Planning are just some of the examples that streamline current processes providing increased customer experience and higher staff satisfaction. A recent study suggests that 72% of global supply chain companies plan to implement RPA solutions leading to process efficiencies by as much as 43%! Benefits of RPA in Vendor Selection & Procurement Selecting and procuring vendors is a highly manual process that normally involves employees preparing an RFQ (request for quotation), communicating to vendors, performing a preliminary analysis of vendor documents, evaluating the vendor, running a credit check, and finalizing the vendor selection. Deploying RPA solutions systemically can automate almost the entire process. Human intervention is only needed when developing initial specifications, generating a list of potential vendors, and engaging in face-to-face conversations or onsite visits and negotiations. This could lead to cycle time improvements by as much as 50% and processing time by as much as 45%. Digital Workers from Centelli are like having low cost workhorses that operate 24×7 without coffee breaks or ever calling in sick. Get started today and put your manual and repetitive tasks on autopilot!
Will RPA take away human jobs?
Over the last few days, I have been asked quite a few times – will RPA take away jobs? Adoption of technology or any automation (whether it be through RPA or through the implementation of enterprise applications or robots in a factory) will always get asked that question. Impact of Automation can be categorised in to two types: Labour augmentation: Automation that complements a human, making them more effective. E.g. a forklift enables a worker carry weight many times greater than they would be able to carry with their bare arms Labour replacing: Automation that takes the place of a human worker. E.g. machines in factories that can do the job of multiple workers For us at Centelli, we focus on enabling outcomes and delivering business benefits. Once those outcomes are achieved, benefits are unlocked, it is up to the customer to determine the appropriate way of capitalising on it. We start all exploration of possible areas for automation with a simple question – “If you were given a magic wand to make any task go away, what would you want to stop doing?”. The response becomes the target for automation. These answer to this question are inherently oriented towards labour augmentation. The work that has been taken over by the Digital Workers has been work that the human workforce was doing but was never thrilled by it. Once the Digital Workers have been deployed, there is a significant positive impact on the staff. Human workforce is freed up from repetitive tasks and is able to focus on more value adding tasks, tasks that require greater thinking, provide a greater challenge. Mckinsey in an article published as early as 2017 on Intelligent Process Automation, has identified freeing up of skilled resources as one of the 4 major benefits of RPA. In one particular implementation at a hotel contact centre, there was an improvement in motivation levels, better output and overall greater job satisfaction. Automation is about people and how we can best use the experienced and cognitive capabilities of the human workforce the best. We say that RPA is not Robotic Process Automation but is Routine Processes Annihilated! If you are doing tasks that are repetitive and should ideally not be done by humans, get in touch. Find out how our Digital Worker solution can help.
Failing to Realize the Big Promises and Payoffs from ERP, CRM, and other Enterprise Solutions?
You have invested human and financial resources, your teams have put in countless hours and sweat to implement a change in business process with or without additional automation enabled by ERP, CRM Enterprise solution/computing applications to improved customer experience, efficiency and agility. Despite the project going live, change being implemented the benefits are not realised. On top of that the staff feel overworked and frustrated. Customers continue to demand more and competition is threatening at the heart of your business. Sound familiar? Fundamentally the time and effort spent on the change is not wasted. What is missing is smoothing out the change with automation ERP, CRM Enterprise solution, taking care of the additional asks on staff to carry out tasks to make the change work smoothly. Projects have tight deadlines, limited budgets and at the end the project team is running to get to the finish line. The end rush tends to result in adoption of workarounds that limit the benefit and cause the increased work load. We have a quick, simple and effective solution. Centelli uses Digital Workers (RPA – Robotic Process Automation) to grease the bearings across your solutions. Digital Workers provide connected workflows, bridge data gaps, speed processes providing accuracy and efficiency and become virtual assistants to your key resources reducing their stress and burden further improving customer experience. Ultimately, no packaged software unilaterally provides the tools necessary to execute a business strategy. The key to success is utilizing the best components across various solutions, just like we use our human capital by driving each resource to deliver to their capabilities. Digital Workers provide a layer of connectivity and bring the strengths of your existing solutions together in a well humming automation engine. Yes, we are saying keep your existing systems and let Digital Workers put them together. Digital Workers are cost effective, quick to deploy, and do not require integration layers or programming changes. CEO’s are turning to Digital Workers to create a workforce of the future – one that combines human talent with the efficiency of a digital worker.
Traffic jams in the business process highway
A few days ago, I took the day off and went for a nice long drive. For the most part the drive was great. Beautiful country side, great weather and nice music. However, on any long drive, there has to be a few Business Processes are in Traffic Jam along the way (it was Friday evening – what was I thinking). I patiently sat through the traffic jam, contemplated on topics like why the universe is expanding, what do billionaires eat for breakfast, etc. After a little while, the jam just disappeared! Back to speed. There was nothing wrong. It was a phantom jam! Why did the phantom jam happen in the first place? There was one or two cars that slammed on their brakes hard and this triggered a concertina effect. In our experience of implementing digital workers over the course, we have come across numerous business processes that are smooth for the most parts but regularly hit a “traffic jam”. These jams are caused by mostly automated business processes hitting tasks/steps that are dependent on a human to transfer, in most part with little change, data from one application to another. The human is not as fast the applications and creates a bottleneck. The process slows down, cycle time increases, customers get frustrated and constraints are applied to the businesses capacity to handle transaction volume. The solution to phantom jams is self-driving cars are the cars react based on other cars. Reaction times are faster as a result recovery is faster and jams are eliminated leading to smoother flowing traffic. In general everything is faster. We are a little far away from self-driving cars but a solution to the phantom jams of the business process world is here in the form of digital workers. Digital workers work faster than human workers, they work without any chances of an error, work without needing a coffee break, etc. In the end we get smoother flow of business processes leading to greater throughout and greater customer satisfaction. Similar to the highways, we have worked with a leading, innovative hotel chain who wanted to improve customer service and being more competitive. There was a huge volume of emails coming in to their contact centre 24 hours a day. At 5pm every weekday they would hit the brakes. The contact centre staff would come back in the morning to a traffic jam of emails to process and were constantly playing catchup. The constant inflow combined limited working hours meant that there was a constant traffic jam in handling customer queries. Along with the impact on customer service, the contact centre team was de-motivated as they felt like they could never win the constant inflow of emails. Centelli deployed digital workers to handle the more routine, regular coming emails. Over the course of 6 months, the digital workers handled 150,000 emails. The business process for better customer service flowed smoother and the positive impact on the morale of the contact centre staff was better than expected! The solution took just weeks to deploy without any changes to IT applications. If you feel your business processes are stuck in a traffic jam, get in touch. Let Centelli explore if Digital Workers can smoothen the flow.
Automotive Sector – Boost Sales using Digital Employees
Automotive Challenge Businesses across the board have been affected one way or another by Covid-19. We work with organizations in the automotive sector who saw a complete halt on operations a few months ago. They now have the rapid need to generate as much revenue going forward as economies try and open, with the possibility they may lock down again. Major fundamental changes within the industry are anticipated that will affect everything from production, electric vehicle demand and supply chains. Suppliers’ margins were already being pinched during the downturn in global economic activity before Covid-19, the ongoing uncertainty and volatility will only make things worse. Showrooms & Dealerships at the front line Covid-19 has exposed the lack of digitization across automotive sales and marketing with the absence of access to dealers in the new digital environment, where customers are immersed in e-commerce across all aspects of their lives. The existing Single-channel operational strategies are old hat and not the way that people now want to consume products and services. Flexible approaches to multichannel selling and the total support for automotive sales will be crucial to future success Agility and flexibility will be key, especially when considering a possible second or third wave of the pandemic. The limitations of availability and the way that staff can work in dealerships needs also to be thrown into the mix. Going forward having information at the fingertips of the people dealing with customers is going to be imperative. Being able to turn around deals, transactions and having highly efficient, effective and adaptive back office operations will become a key differentiator. RPA – Robotic Process Automation can be highly effective in this space, using RPA Digital Workers to drive down transaction times by streamlining the marshalling of information from many disparate sources to support vehicle sales process cycle. It releases people from undertaking transactional wasteful back office functions, accessing multiple systems to release them to be customer facing, supporting/integrating multi channel sales efforts. The outcomes from a Digital Worker can be put directly into the hands of dealership staff or used to support customers directly through an online platform, where speed of information is of the essence. The best part is that these robots interact with computing applications just like humans and as a result are non-intrusive, but can be deployed within a matter of days. Using a flexible resource like a Digital Worker to match constantly changing circumstances without having to resort to massive investments in source system reconfigurations can make all the difference and keep you agile.
Navigating Complex Supply Chain Systems to Drive Business Transformation
It seems each year the invent of new technology gives us an opportunity to transform our processes but too often the Supply Chain industry finds itself weighed down by multiple systems and Integrating legacy applications. In a digital first world, continued acceleration in adopting innovative technology is vital to success. Sudden impact of Covid-19 only highlighted the gaps in digitization of the modern supply chain and companies with weak or ill-defined digital projects are being left behind at a pace never seen before. However, it is not easy to simply replace legacy systems or share data among the various functional tools to get an edge. So how does one go about digital transformation to solve short-term business objectives while ensuring long-term viability? Digital Workers (RPA – Robotic Process Automation) are enabling the industry to overcome such barriers by simply providing a digital assistant to your teams to overcome shortcomings in integrations, removing the laborious task of data redundancy, improving accuracy of information across platforms, and providing fast and more accurate information to customers and management for rapid decision making. CEO’s are realizing that Digital Workers enable their teams to execute short and long-term strategies without significantly increasing headcount or adding additional projects on their already strained IT teams. Here is where Digital Workers add value to supply chain by picking up repetitive tasks and bridging the gap between multiple applications: Shipment scheduling, tracking, and communications Invoice processing Load management Order processing (don’t have an EDI option with a partner, no sweat – use a Digital Worker!) Supply and demand planning Communications and Alerting Inventory tracking, vendor managed inventory, consigned inventory Bridge data gaps between any of your existing applications Reduce data redundancy errors and mistakes Remove silos and improve cross-functional collaboration Virtual servicing Enable digital commerce How We Enable Digital Transformation with Digital Workers Keep your legacy systems and embrace a digital first mindset, while improving operational efficiencies at reduced costs and with rapid deployment. At Centelli, we deploy Digital Workers. Digital Workers are like a virtual assistant for your teams that work 24×7 without breaks, without holidays, without calling in sick and without making any errors. Deploy Digital Workers now to move business forward! It is expected that 72% of companies will use Digital Workers in the next 2 years alone. Integrating Legacy applications are no longer a barrier to transform – in fact keep them! Contact Centelli