Articles, White Papers, and Case Studies

  • 5 Things to Consider Before Automating End User Support

    The advent of intelligent automation in the IT department brings a whole lot of value to an organization, by improving the end user experience through proactively solving problems, reducing ticket arrival rates and much more.Think more about end user experience - not just about tools, tech and cost save. Sure, these are important, but the long term value and ROI will be in the enhanced end user experience.Many of our [...]

  • The 2017 RPA Landscape: An Annual Review

    Robotic Process Automation (RPA) is dramatically changing the way companies do business, offering unprecedented opportunities for growth and innovation. As the pace of technological progress quickens and automation technology matures, it can be difficult for many companies to keep up with the change. This brief overview of the current RPA landscape will help your organization learn about the state of RPA, some of the current trends and where the technology [...]

  • Digital Transformation Trends and the role of RPA

    Digital transformation has been one of the major drivers of growth in the modern economy. Companies implementing automation have reaped significant benefits and gained advantage over their competitors, allowing them to drive down costs and build innovative solutions to problems. As companies increasingly digitize systems and processes to drive increased productivity, creativity and profits, many are looking to the future, wondering what new trends will be the driver of growth [...]

  • RPA Today: What Are the Most Common Automated Processes?

    As RPA becomes one of the most dominant forces in the modern economy, companies are looking for new processes to automate in order to improve efficiency, reduce costs and develop new sources of revenue. This has led to an explosive growth in the number and scope of tasks that are automated.In June of 2017, the Institute for Robotic Process Automation and Artificial Intelligence (IRPA-AI) conducted a study of business and [...]

  • 5 Steps to More Effective Change Management When Implementing Automation Solutions

    Change management is often the most difficult part of an IT project, regardless of the technology that’s being implemented. Many companies struggle with getting buy in from key stakeholders and encouraging adoption when end users have been doing things a particular way for years and are resistant to change.This is especially true when implementing solutions that are as transformative as automated Enterprise Content Management (ECM) and Enterprise Information Management(EIM). New [...]

  • Overcoming the Challenges of Shared Services: How automation can help companies manage the complexity of shared service environments

    Shared service solutions for accounting, document processing and other areas are seeing unprecedented adoption rates. In a 2017 survey on shared services, over 53% of respondents said they used shared services to perform three or more functions, up from just 20% in 2013. [1] The reason for this adoption is clear. Centralized services shared among business units help eliminate redundancy, improve consistency, increase productivity and reduce costs. Shared services are [...]

  • Using Automation to Upscale Your Workforce

    Offshore sourcing has long been a means for companies to quickly allocate human capital and meet demand using a limited workforce. But as the global cost of labor rises and increasing political pressure makes offshoring risky, many companies are looking to new technologies to help upscale their workforce. With the advent of cognitive computing, machine learning, predictive analytics and other innovative new solutions, automation has become a viable alternative to [...]

  • How Service Providers Are Adopting RPA Internally: Part 2

    In our last post, we discussed how service providers were using robotic process automation (RPA) to dramatically change the way outsourcing is  designed and delivered. This technology, which allows companies to automate support processes, data manipulation or any other transactional activity, is revolutionizing the outsourcing industry and provides an attractive alternative to combat the growing costs of offshoring. This can dramatically improve the way outsourcing service is provided and offer [...]

  • Process Led Automation

    Making Digital Transformation Work for You and Your CustomersDigital transformation is dramatically transforming the landscape of business process outsourcing.  Automating out manual work in services the way manufacturing automated assembly lines offers the prospect of reducing variation, increasing velocity, reducing cost and improving quality – all at the same time.The “robots” here are not mechanical arms assembling autos, they are workflow tools armed with business rules automating repetitive tasks and [...]

  • Insurance BPO: Delivery & Service Line Trends for 2017

    The insurance outsourcing industry is moving at a fast pace in response to the need for rapid deployment of digital platforms and offerings, as well as advancements in new distribution models that are emerging via ‘insurtech’ start-ups. Here I take a look at some of the key trends driving the insurance BPO market in 2017, both in terms of delivery and transformation, and by individual service line.Read More Here [...]

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