DIGITAL TRANSFORMATION NEEDS THE RIGHT EMPLOYEE AND CUSTOMER INTERACTION TOOLS
Fig.1 An example of a front office and customer service process
Businesses know that they need to adapt to address changes in customer demand, technology and competition. Business agility is needed to adapt to the evolving demands of the global market place which many companies still need to embrace. Some have already been able to improve their metrics: profitability, cost reduction & customer centric activities by realising digital opportunities, leveraging technology and implementing new ways of working.
Wholesale transformation is not for the fainthearted and often takes years to realise real benefits. However, by using a functional or Business Scenario (Use Case) approach, organisations are able to build a strategic roadmap with digital technology tools and operational changes to realise early business benefits. Robot Process Automation (RPA) tools are proving invaluable in enabling these early operational and productivity improvements, enabling companies to build lasting digital models designed to deliver digital improvements across their organisation.
Traditional RPA practices fall short of a full end-to-end offering because of the differing skill sets between robots and humans. Workflows can be varied and complex and this is where TrustPortals unified approach to automation brings together human and robot workforces through a dynamic digital platform for RPA.
By introducing human interactions into robotic processes, TrustPortal is able improve efficiency and simplify business processes. TrustPortals dynamic environment simplifies user interactions by only presenting relevant information or specific form fields needed to complete a task. This speeds up and improves accuracy of user interactions.
BLUE PRISM (RPA)
TrustPortal works with Blue Prism to enable end-to-end automation across a broad range of business functions. As pioneers of Robotic Process Automation, Blue Prism software is a technology that is run by the business but built with IT governance and security. It enables employees to focus on higher-value work while autonomous multi- skilled software robots tirelessly perform error-free rules based admin transactions. By utilising the power of TrustPortal's digital front-end for RPA, businesses are able realise significant improvements in service levels and cost reductions
PRINCIPAL BUSINESS AND IT BENEFITS
Using TrustPortal as either a consumer self-service or front office internal portal, organisations can realise benefits from this dynamic human automation platform with Blue Prism virtual workforce robots digitizing end-to-end processes.
Efficiency savings can be made across multiple departments including Customer Service, IT, HR and Finance. Error free rules based tasks can be completed quickly with human interaction where needed.
Dynamic functionality simplifies tasks for the user enabling quicker and more accurate completion
No coding involved reducing IT workload
Rapid deployment of updates and changes enable businesses to react quickly to market demands
TRUSTPORTAL AND BLUE PRISM OFFER A TRUE DIGITAL EXPERIENCE
TrustPortal provides a digital platform that allows users to interact with Blue Prism robots opening up a raft of opportunities for automating tasks in the front and back office. Adding virtual agents, Blue Prism robots perform repetitive tasks error free whilst TrustPortal dynamically retrieves relevant data across multiple systems, presented through one dynamic front end:
Digital front-end for front-office agents, back-office employees & customer self-service Highly secure for customer and company engagement (e.g. Doc passing for KYC) Web and mobile, integration to IVR, chatbot, voice recognition
Connectivity of legacy systems to digital channels
Simple Staff workflow and hand-off, allowing robots to simply interact with back-office agents.
This document reflects the understanding of the author in regard to the subject title. This document is presented "As-Is" and TrustPortal does not assume responsibility for the statements expressed herein. If you have questions about the contents of this document, please direct them to firstname.lastname@example.org.
The following terms are trademarks of TrustPortal Solutions Limited in the United Kingdom and/or other countries: TrustPortal, Trustportal, Trust Portal, R2H, Robot to Human, Human to Robot.
The following terms are trademarks of Blue Prism Limited in the United Kingdom and/or other countries: