Digital Process Automation for Enhanced Business User Experience

Introduction

Digitization of Business Process Automation is fast emerging and is an important evolution of the previously established category of Business Process Management (BPM). It is born out of a need for the organizations to be increasingly agile. This change is strongly driven by the growing need for businesses to rapidly automate processes as to focus on their digital transformation initiatives.

The need for rapid automation of Business-driven process for digital ennoblement delivering seamless enhanced business experience for a better quicker turnaround, streamlined workflow automation and human experience.

Process Automation Business Drivers

BPM is a business-driven technology for creating, executing and optimizing business processes. Business Process Management (BPM) is a discipline that involves a combination of process modelling, automation, execution, control, measurement and optimization of the business process flows in align of the enterprise goals, spanning systems, employees, customers and business partners. For years BPM technologies have been a core part of many organization’s digital transformation strategies.

As new innovations in the industry emerge, organizations are finding even more opportunities to become digitally adept. Robotic Process Automation (RPA) has been gaining popularity as the latest automation tool to drive workplace efficiency and productivity.  RPA and BPM are complementary to each other and provides a connected intelligence experience, when deployed together, provide a powerful platform to enable digital transformation organization-wide.

In short BPM functions as the core integrations and deliveries, whereas RPA will provide an automated solution to elevate manual and repeated day to day clerical activities on the system.

                                  

 Business Drivers for Digitization of Process Automation

Organizational inefficiencies and the need of Process Automation

 

A Case Study

Let’s take a case study which is very common in a banking and financial services. Banks are at the core in providing personalized customer experiences focusing on promoting strategies which are driven by innovation. They are focused on broader eco system with more trends towards digitization of operations.

More than 50+ processes are identified which is causing an impact on seamless customer experience and increasing the operational costs, thereby time to market, for e.g., Facility document, Draw down checks, Process payments, refunds, KYCs, electronic stamping of documents etc.

There are lot of redundant steps in the tasks which puts a break in the accountability and productivity of the business. Existing systems across the various line of businesses (LOBs) are operationally inefficient due to lack of providing appropriate and timely process metrics and KPIs

Customer experience is the key to the business for a quicker turnaround providing an experience by publishing tailored knowledge to users which are customer and context specific.

Paint points

   

• Duplicate deals in the incoming queue
• Measure productivity and identify the bottlenecks within the process systems
• Manual routing, involving multiple workflow statuses and inefficient work allocations
• Lack of proper security, notifications and escalation mechanisms
• No proper Integration with other systems in the business process
• Inefficient monitoring and reporting capabilities
• Lots of repeated back-office tasks

The Solution

The modern day technologies accelerates the development of industry-agnostic fully automated business-driven process solution to replace a manual workflow management system combined with document management and imaging system, transforming Business Driven process with conversational AI and chat bots.

The solution is a unique automated business process management design framework leveraging various Oracle PaaS components and Oracle Digital Assistant which has been specifically devised to address the pain points. This also includes using RPA as a no-code solution to automate manual repetitive tasks with Business applications. 

The key features of the solution.

The results

• 80% increase in accountability and productivity with improved process efficiency by removal of bottlenecks and elimination of redundant steps.
• 70% Improved customer satisfaction with timely exchange of data through automated process.
• 100% salable, flexible solutions for future rich enterprise applications.
• More control and support business tracking mechanism. Improved process analytics with more intuitive KPI reporting and quick MIS reports.
• Efficiency through productivity gains and reduction in operational and change costs arising from duplication of time and effort.
• Agility by accelerating time-to-market and time-to-compliance with both industry standards and regulatory requirements.
• Adopt cloud solutions in a fully provisioned environment that saves time and money, aligning customer centric strategy with business goals.