This Special Report explores why organizations are adopting service automation technologies such as RPA and CA. You’ll learn what outcomes they are achieving, and uncover the 20 critical practices they use to achieve multiple business benefits - including more satisfied employees!
Even though robotic process automation (RPA) and cognitive automation (CA) tools promise huge business value, potential adopters remain skeptical. They wonder what organizations are adopting service automation, and what outcomes they are achieving. Adopters wonder about the range of risks they run when seeking to leverage the power of automation tools, when success is not guaranteed.
To answer these questions, authors Mary Lacity and Leslie Willcocks surveyed and interviewed service automation adopters, providers and advisors.
This New Special Report documents their findings, including the RPA “triple win” emerging from the successful organizations. It also details eight RPA and CA adoption cases to show you how automation was carried out, and the multiple emerging benefits.
Finally, you’ll get detailed access to the 20 action principles common to successful organizations. Enact them in your organization to succeed with the new generation of service automation tools.
The Triple Win of RPA
Client Adoption Stories
Case 1: Royal DSM Adopts Redwood Software
Case 2: SEB Adopts IPsoft
Case 3: AP Adopts Automated Insights
Case 4: Telefonica Adopts Blue Prism
Case 5: NPower Adopts Blue Prism
Case 6: VHA Adopts Automation Anywhere
Case 7: Virgin Trains Adopts Celaton
Case 8: Xchanging Adopts Blue Prism
What Practices Lead to Multiple Business Benefits from Service Automation?
Action Principles: Strategy
1. Strategic Service Automation Requires Cultural Adoption by the C-Suite
2. Include Multiple Expected Benefits in Business Cases for Service Automation
3. Beware of Hype
4. Understand That Service Automation Is a Continuum of Many Tools and Platforms Suited for Different Types of Work
5. Consider Carefully the Best Sourcing Option
Action Principles: Launch
6. Take Some Risks
7. Select Exciting POCs That Remove Pain Points and Will Get Noticed
8. Develop Criteria for the “Automatability” of Processes
9. Make Gains from Automating Subprocesses
10. Test Service Automation Capabilities with a Controlled Experiment
11. Redesign Human Work for Robotic Work
Action Principles: Change Management
12. Recognize That Service Automation Needs a Sponsor, Project Champion, and Project Manager
13. Let Business Operations Lead (So Far)
14. Bring IT On Board Early
15. Pay Careful Attention to Internal Communications; Send the Right Message to Staff
Action Principles: Building Mature Capabilities
16. Establish Center of Excellence
17. Rethink Talent Development for Skills Needed for an Enterprise Automation Capability
18. Continually Improve the Automated Processes
19. Reuse Components to Scale Quickly and to Reduce Development Costs
20. Multiskill the Robots
Appendix A: Overview of Service Automation Tools
Appendix B: Research Methodology