In 2019 almost every business is challenged to innovate and automate in order to grow and stay competitive. Clients are getting more powerful and better-educated when comparing products and services relying on the ones that provide greater efficiency, productivity and cost-effectiveness. Here the competition is not only related to human capital capacities but goes far beyond to artificial intelligence, technology and innovation capabilities. Regarding this, RPA has turned into a hot topic in the tech sector.
RPA is the Present, Not the Future
Robotics Process Automation allows for repetitive low-value tasks to be automated so that people can concentrate on the ones with higher importance. You would usually see examples such as software programmed to fill in forms, update spreadsheets, process requests and many more.
We can measure the effect from such automation with minutes saved per task for employees and requests processed per hour. For businesses KPIs could be cost savings and efficiency gained from implementing RPA.
Statistics show that the number of companies implementing software automation is increasing on a daily basis. With the exponential growth of the RPA industry marked in the past several years the industry is expected to grow 2-fold by 2021 according to Forrester, with RPA solutions finding application in more and more business sectors.
Let’s take a look at RPA in practice in a rapidly developing industry – the one of the managed services & solutions in the SEE region.
RPA in practice: MIA Lab and Ticket Routing Automation for HP Enterprise
Within the Managed Services & Solutions industry Modis is one of the companies putting continuous effort towards innovation and service capacity increase by the adoption of new technologies. The launch of the Modis Innovation & Automation Lab (MIA Lab) by Modis Bulgaria in 2017 allowed the business to offer service with higher quality and effectiveness.
In Bulgaria Modis is dealing with IT Service Desk and Data Center support, support and maintenance of end-user devices, development of applications and solutions for outsourcing of business processes for multinational companies. In this regard, RPA is able to offer a wide field for improvement and optimization of the business bringing higher value for clients and end-users. An example could be the latest use case Modis worked on with HP Enterprise in Bulgaria.
The Challenge
In collaboration with Hewlett Packard Enterprise, Modis was looking for a solution to eliminate non-value L0 work associated with dispatching electronic tickets from Italy by the service desk personnel.
We observed that a high portion of the tickets received always followed the same logic so our colleagues had to perform identical activities to resolve them. We needed a solution to allow us to optimize the process and make sure, the minimum case details are captured and every step is completed smoothly after the automation.
The Solution
The MIA Lab team developed a solution to automatically dispatch tickets from Italy while verifying that all minimum case details required are present.
With the solution developed we implemented automatic ticket routing under strict rules. What is great about it is the scalability – we could easily onboard new countries and expand the scope of the project if needed. The bots work in an unattended mode which means they execute tasks and interact with applications independent from human intervention. In addition, the whole queue is being monitored 24/7.
Modis Bulgaria and the MIA Lab team, in particular, already have experience in the implementation of such type of automation solutions for different clients.
The Results
On average, the “robot” goes through 95% of the ticket volume of this particular type of cases coming from Italy and processes around 50% of them which significantly reduces the manual work performed by service desk employees. The Modis Innovation & Automation Lab team reports for improved speed and accuracy, 5 minutes on average saved per task, and 700 tickets automated per month.
As a Customer Solution Center operation delivering services for various customers across Europe response time on a single service request could be of high importance. Enabling this solution by Modis we manage to shorten significantly the time upon first interaction of Technical Support and Customer takes place. The scalability of the offered RPA will allow us to expand it to several geographies/countries in order optimal benefit and more straight forward service to our customers.
After the implementation of the automation solution the HPE team receives full support by Modis Bulgaria and the MIA Lab to ensure the smooth work and achieve greater process efficiency.
More about the MIA Lab
MIA Lab is an internal project by Modis Bulgaria focused on the development of RPA solutions that ease the work of service desk employees, improve customer service quality and optimize the use of resources. Since the project launch in 2017, the MIA Lab team has developed and implemented over 20 automation solutions that limit the number of repetitive tasks, increase workload capacity, save time and help identifying the potential problems and opportunities for optimization across various projects with clients of the company.
The Modis Innovation & Automation Lab is open for every Modis Bulgaria employee with innovative ideas and technical skills who wants to work on their own RPA solution and contribute to the organization’s mission.