RPA offers more than just savings potential

Among automation technologies, Robotic Process Automation (RPA) is still often overshadowed by Machine Learning. However, the use of RPA, i.e. a software robot (bot), for the fully automated and cross-system handling of processes is very promising for many companies.

The use of robotic process automation is particularly recommended where very time-consuming and (daily) repetitive tasks have to be carried out by employees, for example, in the retrieval of orders or in product planning. The advantages of Robotic Process Automation for companies are undisputed: saving resources, increasing the speed of process flows, improving quality and overall process efficiency.

Relationship between TSP and employees

In the prevailing opinion, automation technologies such as RPA and machine learning are often equated with the potential to save jobs. That may be the case, but it doesn't have to be.

Because beyond the savings potential of "human resources" and the conflict between new technology and employees, I see - especially with regard to the typical areas of application of Robotic Process Automation - a completely different, decisive aspect, which in my view is too often disregarded: How often do we talk about the fact that a key success factor is the satisfaction of employees with their tasks and the company? In times of a glaring shortage of skilled workers, companies need committed, motivated and service-oriented employees more than ever.

What does this have to do with RPA? It's simple: The technology focuses on activities that occur regularly, are redundant and often take up a lot of time. And for most employees, these are by no means activities that particularly increase their motivation and satisfaction.

On the contrary: precisely those tasks that can classically be taken over by RPA are perceived as annoying and distracting from the actual work. RPA can therefore relieve the employee here and enable him to focus on more complex activities, which have a more positive influence on his motivation and satisfaction.

RPA increases customer satisfaction

And we can think the whole thing even further, namely in the direction of the customer: Imagine, for example, an employee on the service hotline who receives a complex and urgent customer inquiry.

This is a case for RPA, which creates intelligent processes for inquiries, processes customer inquiries independently in the background, and effectively becomes the employee's "colleague": a classic win-win situation in which RPA enables the employee to provide the customer with rapid feedback, and the customer in turn receives fast service.

So if we look at Robotic Process Automation and its possibilities, then from my point of view we can take away the following essential messages that will help us to understand Robotic Process Automation a little better: In addition to the technical and organizational requirements, the effective use of Robotic Process Automation technology absolutely needs the acceptance and support of the employees! Without this, the implementation will not succeed.

Achieving this should not be an impossibility, especially when the potential of Robotic Process Automation in the sense of a "colleague" becomes clear. Because instead of a substitute for the employee, there is a symbiosis between people and technology, in keeping with our company motto at Enowa: "Digital is decided by analog."