Move Forward | Trends shaping the digital landscape

2020 changed the world of business as we knew it. However, it brought in a positive change in paradigm. Businesses around the globe were compelled to take a giant leap to become tech-savvy with cloud computing, automation, cybersecurity, etc. There was a significant increase in investments in automated solutions and in the new year, more companies are predicted to become platform-driven digital businesses.

According to IDC’s 2021 predictions, this year will witness more massive growth in digital transformation investment and IT. The report also finds that direct digital transformation investment is still growing at a CAGR of 15.5% from 2020 to 2023 and is expected to approach $6.8 trillion as companies build on existing strategies and investments, becoming digital-at-scale future enterprises.

In 2021, organizations that want to empower their front-line workers with insights that drive real-time actions will need to prioritize advanced technologies like cloud computing and data analytics.

Here are some of the technologies that will shape the future:

Cloud

When organizations had to make a sudden shift in business model to engage with different stakeholders, cloud added a layer of resilience and made this shift less disruptive. In 2021, enterprises will focus more on leveraging different aspects of cloud infrastructure and managing their cloud costs better along with unifying their different cloud environments.

As per a recent report by Gartner, in 2021, cloud system infrastructure services (IaaS) will experience the largest growth in India at 44.6%. In the face of increased competition, cloud providers will also need to enhance their offerings by integrating security, compliance, and privacy.

Data Analytics

52% of executives reported in a study by Forbes,  that having a well-developed and designed data analytics effort uncovers opportunities for enterprises to deliver a superior experience for customers, employees and partners.

Organizations today realize that data is gold. Most companies have developed models and integrated technologies to monetize data or find a way to utilize it for value-add in existing operations. In 2021, organizations across sectors will move from data science to decision science and leverage teams to derive usable insights from the data available, for important business decision making. Machine learning and AI will move from experimentation to mainstream enabling business differentiators.  Businesses that use data for proactive and predictive business decisions will accelerate their market expansion.

DevSecOps

Due to the surge in cyberattacks in 2020, most organizations are increasingly realizing that they need to build in more effective security measures right from the development stage with the help of DevSecOps.

Security teams across the sectors, irrespective of the size of the organization, will accelerate further to break down walls between silos and change the security culture at scale.  They will achieve this in part by applying DevSecOps approaches to provide intelligence-based code solutions and automatically build secure infrastructure, replacing manual attempts to eliminate vulnerabilities.

Digital Interactive Experience

Marketing and technology are coming together in the marketplace, which means now brands are built through experiences. Companies are exploring the possibilities of combining business insights with technology to deliver better omnichannel customer experiences very rapidly. A recent study by Gartner found that by 2022, 70% of customer experience projects will make use of information technology such as machine learning (ML) applications, chatbots, and mobile messaging.

Noting the need for upgrading themselves, organizations across retail, real estate, travel, automotive, fitness, and healthcare sectors are moving sales processes and service delivery to the online and virtual platforms to ensure a steady customer experience.

Hyperautomation

There has been a wave of hyperautomation among enterprises as they focus on using automation to drive digital acceleration. While automation optimizes processes, hyperautomation adds an extra layer of robotic intelligence and makes the process faster, error-free, and end-to-end automated.

For quite some time, organizations have been leveraging hyperautomation to reduce the manual process of resource allocation, system tuning, data management, service management, and systems provisioning. But the pandemic has accelerated its demand, especially to deal with the sudden need for digital-first operations. Enterprises that adopt hyperautomation wisely can trigger in-depth and large-scale transformation across processes, market strategies, and infrastructure.

Industry 4.0 and the ever-changing nature of technology has and will continue to remodel the world. 2020 shook everyone, but businesses that were the early adopters of cloud, IoT and automation fared well. And as we step into the new decade, we will witness businesses developing into efficient workplaces, with these trends quickly becoming requirements to operate, compete and thrive in the COVID-19 era. And if organizations don’t focus on efficiency, efficacy, and business agility that technology offers, they will be left behind.

For questions and comments, or to speak to an expert, drop us a line at info@infogain.com

Virtual Event: Implementing and Scaling Automation Initiatives

Infogain, in association with Automation Anywhere is pleased to present the video-based virtual event: The Fast Track: Implementing and Scaling Automation Initiatives, on Wednesday, Oct 28th.

Attendees will gain insights on automation advancements and trends, successful use cases, best practices for buy-in, implementation, and cultural adoption. Panelists will share how to take the ideation of automating business processes from an exploratory stage to an explosive growth stage where many business users and departments are using automation daily. Discussion topics will cover:

  • Obtaining buy-in and setting the right KPIs to sustain it
  • Growing a ‘Circle of Excellence’ team and deciding where it fits in the company’s structure
  • Harnessing predictive data to identify the right organizational opportunities to pursue first
  • Selecting, cleaning, and troubleshooting processes to realize the greatest efficiency gains
  • Examining automation’s effects on operational efficiency, error rates, costs, and customer satisfaction

Panelists: 

Amarnath Purohit, Head of Enterprise Intelligence Automation NetApp | Connect on LinkedIn
Laura Della Torre, Sr. Director, Ecosystem Marketing, Automation Anywhere | Connect on LinkedIn
Swati Tari, Associate Vice President, Infogain | Connect on LinkedIn

Moderated by: 

Tony Sturgeon, Sr. Vice President and BU head – Hi-Tech, Infogain | Connect on LinkedIn

Event details: 

  • Event Date: Thursday, October 28th, 2020
  • Time: 12:00-1:30PM PT

Please nominate yourself to attend and our team will reach out to you, register HERE.

Five Ways Warehouse Clubs Can Improve Customer Experience

There is no doubt that e-commerce has transformed retail.  Consumers expect to find the products they want both in-store and online, to use technology to make purchases with the swipe of a finger, and to have their purchase delivered to their doorstep the very next day. As a result, warehouse clubs must continually seek ways to improve the customer experience to retain loyal customers and drive revenue. Here’s how:

Embrace Cloud Technology

Knowing how your customers behave creates the opportunity to reach them easier and in a more individualized fashion. Through data stored in the cloud, customer behavior can be analyzed and segmented based on the interactions they have with a brand, whether in person or online. A cloud-first mentality yields other benefits as well. By creating new processes to work in the cloud, Warehouse Clubs can focus on providing a better customer experience.

Take BJ’s, for example. They are a warehouse club chain based in Westborough, Massachusetts. In their quest to further improve member experience and provide convenient shopping options, BJ’s underwent a cloud transformation to improve the functionality of both it’s brick and mortar and online operations to provide a more personalized shopping experience for members. Their initial goal was to migrate applications and systems to the cloud to reduce its data center footprint. Those goals expanded to improving agility, to help IT respond to infrastructure requests faster, to replace heavyweight back-end applications with nimbler ones in the cloud, and to be able to innovate faster by leveraging cloud-based solutions.

Another example is Costco, a cloud partner with Microsoft Azure since 2017. Costco has been persistently adapting itself to leverage cloud services and transforming key operations onto the cloud platform.

Build an Efficient Supply Chain

Warehouse Stores such as Costco, Sam’s Club, and BJ’s run extremely efficient supply chains stocking a limited number of products. BJ’s carries 7,200 SKUs, Costco carries 3,700, and Sam’s Club carries between 6000-7000. That’s compared to an average supermarket that carries an average of 40,00’s SKUs.

Other efficiencies in the supply chain include buying products directly from manufacturers and arranging delivery to 24 depots. At Costco and other Big Box Stores, these products then go warehouses using cross-docking techniques, a logistics system (Costco’s recent acquisition of Innoval) that aims to optimize shipments to stores from distribution points with minimal storage time. This approach reduces the costs of a multi-layer distribution system.

Using Technology to Deliver Multi-Channel Customer Experiences

Shoppers love their mobile devices and use it for a variety of channels. Sam’s Club has a tech hub in Dallas, referred to as Sam’s Club Now, where the company’s Scan & Go technology was tested before being implemented nationwide. Customers use their mobile phones to scan the barcode on products while placing them in their carts, and a receipt is tallied as they shop. On Sam’s Club’s app, customers can have their digital membership card, use Scan & Go, and get scanned out as they leave the Club. There’s no need for paper since the process is entirely digital. Sam’s Club also integrated the “where to find the item in the store” solution.

In addition, Sam’s Club has modernized; it’s In-Store Pickup service now known as Club Pick-Up. The service allows customers to build and save shopping lists online and place the order with Sam’s Club. When they are ready to pick up their items, customers can use the Sam’s Club app to alert the retailer that they’re on their way.

Embrace e-commerce—your way

Warehouse clubs have been placing a greater emphasis on e-commerce, and omnichannel capabilities, including developing same-day and two-day grocery delivery, rolling out buy online pick up in-store (BOPIS) services, and opening e-commerce fulfillment centers.

At Sam’s Club, e-commerce generated 4.7% of total net sales in the year ended January 31, 2019.

While most retailers are radically reshaping their strategies to contend with Amazon, Costco is focused on perfecting what’s been working for four decades. Competitors have invested heavily to bolster their online presence, and Costco has as well but remains focused on enhancing its in-store shopping experience. “We don’t want [customers] to get comfortable at just shopping at Costco online unless there is not a Costco within 100 miles.”

Despite the slow and steady approach to e-commerce, Costco has seen extremely strong growth in online revenue. The company’s e-commerce sales jumped 23.3 percent in its last fiscal year, and it’s one of the top 10 online retailers in the United States, capturing 1.3 percent of all retail e-commerce sales. Believing there’s a lot of traction to be gained online, Costco has started turning several of its closed stores into e-commerce fulfillment centers and are adding lockers to its stores to make buy-online-pickup-in-store more efficient.

Whatever the strategy, warehouse clubs need to balance in-store operations and e-commerce to support long-term growth.

Micro-fulfillment

Micro-fulfillment is an emerging technology designed to help retailers respond to increased consumer demand for rapid online order fulfillment while taking up a smaller amount of space than traditional fulfillment centers. It combines the speed of local delivery associated with in-store order picking with the efficiencies of robotics fulfillment from large automated facilities.

“We’re driven to make shopping at Meijer easy and convenient, so micro-fulfillment is another way our company is leaning into the future of retail,” said Sid Handa, Director of Strategic Supply Chain Initiatives for Meijer. “This micro-fulfillment technology will allow us to maximize space in our stores, help us expand our online shopping options, and ultimately keep pace with consumer demand for personalized shopping solutions that put their shopping preferences first.”

At Infogain, we provide Azure App Engineering services to build modern applications, modernize existing applications, or to migrate applications to Azure Cloud. Our services aim to achieve optimal cloud adoption benefits for applications based on business criticality, complexity, and cloud suitability of apps.

Strategic Automation: Building Process Excellence and Agility at Speed

Infogain, in association with Automation Anywhere, hosted Intelligent Automation: Building Process Excellence and Enterprise Agility on August 13th. In this virtual event, participants learned actionable strategies on leveraging intelligent automation in their organizations. The event resonated with attendees as they search for a successful transition to a post-pandemic environment with the help of automation.

The panelists, Ken Mertzel of Automation AnywhereRPA practitioner from Fortune 50 courier delivery services company, and Radhakrishnan R of Infogain, discussed their insights on automation trends, successful use cases, and implementation of best practices. Most of all, the event answered the frequently asked questions about automation and provided strategies for how to get started.

Here are key takeaways from the event:

Ken Mertzel, Global Industry Leader – Financial services, Automation Anywhere

Ken talked about how technology is evolving and being used in the current COVID environment. The pandemic has affected business operations, and companies are focusing on developing and managing a digital workforce leveraging technology and data to provide real-time insights and strategies to scale automation efforts. Robotic Process Automation bots are a Digital Workforce that can interact with any system or application the same way you do—everything from copy-paste to correcting data to making calculations. So there’s no need to change underlying business systems or applications, or any part of existing business processes to automate.

While most companies had automation efforts underway before the pandemic, now they are looking for ways to accelerate those efforts and best utilize their employees and their limited resources for high-value work. Companies are increasingly using robotic process automation to implement key processes in a fraction of the time that traditional automation that might take.

Key critical features of an automation platform include:

  • Process discovery tools such as Automation Anywhere’s Discovery Bot that help identify what needs to be automated.
  • The ability to accessing and structure data with technologies such as ML and computer vision.
  • Smart analytics to uncover true business insights. How is your business performing, given all the data that’s flowing through your systems?

Ken highlighted the many benefits of RPA, including error reduction, increased compliance, and audit savings. In the grander scheme, RPA also provides incremental revenue opportunities, freeing resources to focus on process improvements, and value-added work.

From Financial Services & RPA at Fortune 50 courier delivery services company

One of our speakers shared insights from his company’s automation journey. The Fortune 50 courier delivery services company has 15,000 employees, 2000 locations, and numerous back-office functions and opportunities for automation. Getting RPA underway was a challenge as team members across the organization tried to build capabilities in their spare time. The initial bots were clunky, and they realized that a better strategy was to formalize the way they were built. He formed an RPA Center of Excellence (CoE) with team members who understood coding best practices, who had time to dedicate and build things on a reasonable timeline.

Lessons learned

  1. Turning vision into reality was of a logistical challenge. They had to figure out as a company how to build reliable bots that don’t break.
  2. If you can’t build bots that can’t run on their own, then you can’t do this—there is no way going to scale. All you’ll do is fix bots all day. The team discarded many bots but kept the concept and rebuilt them down the line. “It was a major waste of time and we learned that building them right the first time is key.” Learning and investing in the knowledge to build bots correctly is very important. Finding tech-savvy people who are driven to solve the problem with whatever they have in front of them is critical.
  3. A third of the overall automation effort comes from the actual development, all the rest is in figuring out the processes.
  4. Instead of just automating little things, think about how to transform teams. How do we become a business transformation team?

Radhakrishnan R, Head of Hyperautomation Practice, Infogain

RK provided a view of how companies can make and automation engagement more successful. He shared lessons learned from an Infogain hyperautomation use case in partnership with Automation Anywhere and Google that involved deploying one of the first Automation Anywhere RPA bots on Google Cloud for a disruptive vacation marketplace.

Download the case study here

Radhakrishnan shared takeaways from this and other projects:

  1. Don’t go automate bots in a vacuum. Instead, look at the process ensure it is stable. If not, drive business process discussions and improvements to stabilize the process first.
  2. Look at automation holistically. Don’t take an approach where it’s either RPA or a technology. Automation needs to achieve a business outcome.
  3. If you’re looking to automate three or four processes, you’re not making effective use of automation.
  4. Develop a plan to get started:
    1. Put together an automation blueprint—a Center of Excellence (CoE), which helps you helps you define the governance model, an operating model, and helps you measure success.
    2. Upgrade the skills of your staff with talent augmentations strategies
    3. Develop a demand and program management framework to identify the right processes for automation.
    4. Create a pipeline so that you can have the momentum of automation across your organization.
    5. Put the right developer and best practices into place as you build your automation platform.
    6. Focus on and build a platform for scale. As you build it, develop and use your own toolkit to make sure that your engagement and success.
    7. Focus on and build a platform for scale. You need to have the right approach methodology, your toolkit, to make sure that your engagement and success.
    8. Determine which processes that you can generate as part of your demand generation program. Start small and de sure to automate the right processes.

Conclusion

At Infogain, automation is more than just about technology. Infogain has managed company-wide RPA programs at billion-dollar companies. We deliver performance transformation through the integration of multiple automation toolsets, processes, and technologies.

Webinar: A Blueprint for Revenue Cycle Management Automation

Intelligent Automation: A Blueprint for Revenue Cycle Management Automation is an invitation-only webinar that will be of interest to operations, business transformation, technology, finance, and process excellence leaders from medical billing enterprises.
As a participant, you can expect to:
  • Hear a panel of RCM experts discuss automation processes to streamline operations and reduce costs to increase market competitiveness. The panelists will share case studies as well.
  • Learn key components of an RCM automation plan, including creating a project plan, addressing key issues/challenges surrounding ROI, and understanding how to measure success.

Panelists

Dr. Yan Chow, Healthcare Industry Lead, Automation Anywhere  | Connect on LinkedIn 

Radhakrishnan R, Head of Hyperautomation Practice, Infogain | Connect on LinkedIn 

Event details

  • Event Date: Thursday, September 10th 2020
  • Time: 11:00 AM -12:00 PM PST

Please nominate yourself to attend and our team with reach out to you, register HERE.

Virtual Event: Building Process Excellence & Enterprise Agility with Intelligent Automation

Infogain, in association with Automation Anywhere is pleased to announce the virtual event: Intelligent Automation: Building Process Excellence and Enterprise AgilityAugust 13th, 2020.

Attendees will learn actionable strategies on leveraging intelligent automation in their organizations that will enable higher levels of teamwork by focusing on strategy, analysis, and creative problem-solving. Panelists will cover all aspects of driving automation initiatives in an organization, discuss and exchange insights on automation trends, successful use cases, and implementation of best practices. Case study discussions span operations, finance, technology, and process excellence.

Panelists:

  • Ken Mertzel, Industry Leader – Financial services, Automation Anywhere | Connect on LinkedIn 
  • Radhakrishnan R, Head of Hyperautomation Practice, Infogain | Connect on LinkedIn 

Event details

  • Event Date: Thursday, August 13th, 2020
  • Time: 12:00-1:30PM CST

Please nominate yourself to attend and our team with reach out to you, register HERE.

EVENT | Enterprise Agility through Automation: Bots & Beyond

IT and Technology teams are increasingly expected to counsel business units on innovative approaches for creating value. They are tasked to use sophisticated analytics to measure and manage organizational performance, so they can better support complex decisions and create more accountability across the company, yet:

  • Only 13 percent of  senior business and technology executives polled said their organizations are using automation technologies like robotic process automation and artificial intelligence
  • 64 percent of  IT and business teams have digitized less than a quarter of their functions in the past 12 months

Join us for an exclusive, invite-only roundtable to discover automation opportunities for your organizations and learn how intelligent automation can create a more sophisticated workforce of professionals that are proactive, creative, and can achieve higher levels of strategic analysis.

As a participant of the roundtable, you can expect to:

  • Discuss and debate on key topics, including RPA bot implementation to the cloud, process excellence, benefits, enterprise adoption, and industry trends
  • Hear your peers’ experiences, challenges and success stories
  • Learn from technology experts, industry veterans, and influencers about strategies for successful implementation of RPA processes and technologies

Limited seats are available, please send in your inquiries here.

“Strengthening our automation practice is a key focus area for us at Infogain.”-Mr.Radhakrishnan R (RK), AVP Solutions, Head Automation Practice (RPA), Infogain

In an exclusive interview with ITVoice, Mr.Radhakrishnan R (RK), AVP Solutions, Head Automation Practice (RPA), Infogain, reveals his strategies for business in India.

Nisha Harshwal: How has the adoption of RPA technology in the Indian market been? Which vertical industries are the early adopters?

Mr.Radhakrishnan R (RK): According to the Economist Intelligence Unit’s survey, 86% of the Indian respondents confirmed they were satisfied with automation technologies; business leaders expect their company’s financial results to improve as a result of automation. And the exciting part, RPA in India, is still teething! In the coming years, India will present itself as a goldmine of opportunities for RPA.

With this potential and the emergence of multiple service providers, RPA will soon find its way into organizations across a wide spectrum of industries. This is an era driven by improving customer experience, and it would be fair to believe that the local markets will soon be brimming with the need for customized RPA solutions to deliver on convenience, accuracy, productivity, speed-to-market, etc. Also, the evolution of RPA will see it scale and expand across organizations regardless of their size.

As per a recent report by Forrester spends on RPA tools will reach $1.5B globally in 2020. Additionally, according to a recent market study by Kenneth, the RPA market in India will see a 20% CAGR growth between 2019-2025. Companies in the tech-driven future will need RPA to flourish and prosper. While the BSFI sector is currently the frontrunner in the implementation of RPA, there is immense potential in sectors such as Telecom, BPO, Travel & Hospitality, Insurance, and Manufacturing.

Nisha Harshwal: RPA is a niche segment and requires specialized skill sets. How much of your focus is on up-skilling and re-skilling in this technology?

Mr.Radhakrishnan R (RK): Strengthening our automation practice is a key focus area for us at Infogain. With our continued efforts, we have recently earned Automation Anywhere’s Gold Partnership in October of 2019. Furthermore, Infogain is also Automation Anywhere’s designated Centre of Excellence.

According to a recent TimesJobs survey on the ‘Future of Workforce,’ 85% of survey respondents to the survey think that automation will make the future workforce more competitive. And, 65% of companies integrating AI and such tech are also reskilling their employees. With such growth, focus on training has become more centered too.

At Infogain, employees are offered training sessions conducted with the support of our partner networks and RPA vendors. We provide training & certification in RPA to our employees, cross-training them in a whole suite of automation technologies as well as other complementing technologies needed to provide a holistic automation solution to our clients. This includes training with support from a partner, hands-on training at our labs, getting certified through our internal certification program to ensure they are ready for real projects. These programs ensure that our engineers are up to date with the technology, which gives us the edge to be agile and competitive.

Nisha Harshwal: What are some of the challenges that could occur during an RPA deployment at a customer end?

Mr.Radhakrishnan R (RK): The implementation of any new technology at scale could potentially stir up a storm and leave several issues in its wake. Companies need to be ready to tackle multiple challenges that may occur through the deployment phase. While some problems may be basic, some may be unprecedented and could derail the entire activity. Careful assessment and planning is required to wade through such issues that may arise due to various factors like the specific tool to be deployed, a task to be closed, expected results, etc.

Over the years some of the issues we have seen are-

  • Lack of resources and local support for the implementation
  • Identifying misfit processes for automation
  • Ownership and decision making
  • Unrealistic Client expectations
  • Infrastructure and platform related issues
  • Realizing the benefits as anticipated
  • Resistance to new technology

Nisha Harshwal: Please share some of the use cases/sectors where you have already deployed RPA solutions?

Mr.Radhakrishnan R (RK):At Infogain implemented and deployed solutions for our clients across domains that include – Retail, Insurance, Hitech, Travel & Hospitality.

Across these industries, some of the processes that we have automated for our clients include:

Travel & Hospitality

  1. Competitor pricing analysis
  2. Guest data processing
  3. Payment processing
  4. Property Onboarding

Banking & Finance

  1. Reconciliation
  2. New business quotes
  3. Application processing
  4. Closing policies
  5. New account verification
  6. Data validation
  7. Customer account management
  8. Financial claims processing
  9. Report creation
  10. Form filling
  11. Change of address
  12. Loan application processing
  13. Order to Cash
  14. Procure to Pay

Insurance

  1. Claims processing
  2. New account creation
  3. Renewals
  4. Policy Administration

Retail

  1. Inventory Control
  2. Compliance and Audit
  3. Loyalty and Rewards Programs

Human Resources

  1. Employee Onboarding and Offboarding
  2. Travel Expense Mgmt.
  3. Employee Credential Mgmt. and System Access

Nisha Harshwal: What kind of handholding is required in terms of training and enablement for the deployment of the solutions?

Mr.Radhakrishnan R (RK):Partnering with an expert is the most advisable way to deploy RPA in a business. An expert service provider can help integrate automation with minimal intrusions to a workflow. By creating a detailed roadmap and by clearly outlining the roles, responsibilities, plausible risks, and mitigation techniques, the partner can provide holistic support through the process and can even offer training and support.

To maximize benefits that can be realized from RPA and set realistic ROI objectives for the business, it is advisable to review processes after deployment periodically.

To maximize RPA benefits and set realistic ROI objectives for a business, it is advisable to review processes after deployment periodically. RPA as a tool needs to be regularly mapped, managed, and recalibrated to ensure success post the preliminary implementation. This is an on-going process. A partner can help with the monitoring of the solution, all the while seamlessly onboarding and training internal teams and personnel.

Nisha Harshwal: How have you geared yourself to address the growing market opportunities?

Mr.Radhakrishnan R (RK):We have a dedicated CoE (Center of Excellence), with an expert team along with other support functions teams that enables us to help and address our customer’s problems. We offer a full spectrum of automation services, including enterprise integrations, to help achieve operational success with improved productivity for our clients.

Infogain’s automation practice comprises expertly trained and certified developers, and our team consists of subject matter experts, analysts, modelers, developers, data analysts, and architects. Building capacity and capability of our teams to meet our customer demands even at short notices.

In the age of growing demand for automation solutions, our holistic training and hiring, programs, and our lean and agile business model will help us serve our customers better. In addition to this, we are working with industry leading vendors and partners such as UiPath, Automation Anywhere, and BluePrism to offer all possible automation solutions to our clients.

Nisha Harshwal: What are the critical factors to successful deployment of RPA at the organizational level?

Mr.Radhakrishnan R (RK): Industry 4.0 is heavily dependent on automation today. Businesses are increasingly integrating technologies like RPA into their machinery and process to help drive efficiencies to the last mile. The need for automation is undeniable. For growing companies, deployment of automation will soon mark the difference between success and failure. Yet businesses must pace themselves when looking to implement RPA. Planning plays a huge role in the overall process. It is essential to weed out the uncertainties and chart the purpose, method, and end goal to ensure that automation works for the company. When it comes to large scale changes, ‘Planning trumps Pace.’

Finesse and preparation are the only ways for implementing RPA in real-world enterprises. Some considerations to keep in mind to ensure success are:

  1. Strategy first, it is vital to have the right strategy that aligns with the organization’s goal and objectives, before starting an automation program
  2. Setting up and operationalizing a Center of Enablement (CoE)
  3. Alignment of Business and IT
  4. Institutionalizing an effective change management process

Nisha Harshwal: Any key trends in RPA that will be seen in the coming year?

Mr.Radhakrishnan R (RK): With the evolution of new-age technologies continues, AI and automation will be strong drivers of business in the years to come. Organizations will need to integrate RPA solutions to build capabilities to offer better customer experience and value. The RPA market is set exponential growth in the coming years. It will soon shed the tag of ‘new’ technology and become an essential tool for all companies, helping them forge through the next phase of growth.

We will notice a few key things happen-

  • Companies looking to explore AI will start with RPA as the primary touchpoint and the entryway to other automation technologies
  • Till now, companies have experimented with RPA without a guarantee on investment, but it is set to turn into an investment driving ROI for the companies in the next phase of adoption.
  • RPA will be used as part of more massive automation machinery that will complement and support other digital technologies aiding in the digital transformation of the enterprise
  • Model of operations with service providers will shift, and demands for outcome-based engagements will increase

Nisha Harshwal: Going forward, how are you looking to capitalize on the growth that you are witnessing in this domain?

Mr.Radhakrishnan R (RK): Robotics Process Automation is a stepping stone for companies when it comes to embracing automation. So, we are focused on building comprehensive automation solutions for our clients to help them achieve their goals and address their specific business needs. The second wave of automation is right around the corner. Soon we will observe the integration of cognitive elements and smart automation techniques that will be an expansion of the basic functional automation. We are currently in the process of going to the market with the next level solutions and offerings and are therefore making significant investments in this space.

This is an interview with Radhakrishnan R by IT Voice, to view the original article, follow this link

Dataquest | There will be more convergence between RPA and AI: Infogain

This an interview with Radhakrishnan R (RK), AVP Solutions, Head Automation Practice (RPA), by DataQuest published on 12th February’20, to view the original article, follow this link

Forrester predicts spending on RPA tools will reach $1.5B globally this year. And according to the recent Kenneth market research, the RPA market in India will grow at a CAGR of above 20% during the forecast period 2019-2025.

Infogain India Pvt Ltd is a Silicon Valley-headquartered company with software platform engineering and deep domain expertise in travel, retail, insurance and high technology. They accelerate the delivery of digital customer engagement systems using digital technologies such as cloud, microservices, robotic process automation(RPA) and artificial intelligence(AI) to our clients.

Here, Radhakrishnan R (RK), AVP Solutions, Head Automation Practice (RPA), Infogain, tells us more. Excerpts:

DQ: What are the key factors to successful deployment of RPA at the organizational level?

Radhakrishnan R: Automation is the need of the hour, and businesses are at a precipice where integrating with such technologies is imperative for survival and to sustenance in the coming years. However, the decision to implement RPA should be made after careful mapping of the business needs. It is important to acknowledge that ‘the quick don’t always win the race; therefore, the RPA implementation must be paced.

Implementing RPA in real-world enterprises takes a lot more finesse and preparation. Some key factors to keep in mind to ensure success:

Strategy first: Before starting an automation program, it is important to have the right strategy that aligns with the organization’s goal and objectives.
Alignment of business and IT
* Setting up and operationalizing a Center of Enablement (CoE)
* Institutionalizing an effective change management process.

DQ: How do you see the adoption of RPA technology in the Indian market? Which vertical industries are the early adopters?

Radhakrishnan R: Forrester predicts spending on RPA tools will reach $1.5B globally this year. And according to the recent Kenneth market research, the RPA market in India will grow at a CAGR of above 20% during the forecast period 2019-2025.

As per the general outlook, RPA as a technology is in its early stages in the country, and that is one of the reasons why India presents a lot of potential for an impending boom in its adoption. With multiple service providers delivering customized RPA solutions to companies in local markets across the country, RPA will make its presence felt in India in a big way. With the evolution and deeper application of RPA, we will see it’s a market expansion in the country as SMEs and large enterprises enter the RPA market.

Companies vying for success in a technology-driven ‘tomorrow’ will need RPA to reap benefits like cost-effectiveness, convenience, speed-to-market, increased productivity,etc. which will drive the large-scale adoption of RPA. While the BSFI sector is currently the front-runner in the implementation of RPA, there is immense potential in sectors like insurance, telecom, travel and hospitality, BPO, and manufacturing.

DQ: Highlight some of the use cases/sectors where you have already deployed RPA solutions?

Radhakrishnan R: We have deployed solutions for many of our clients across domains that include – retail, insurance, hi-tech, travel and hospitality.

Across these sectors, some of the processes that we have automated for our clients include:

Insurance:
Claims processing
New account creation
Renewals
Policy Administration

Travel and Hospitality:
Competitor pricing analysis
Guest data processing
Payment processing
Property Onboarding

Banking and Finance:
Reconciliation
New business quotes
Application processing
Closing policies
New account verification
Data validation
Customer account management
Financial claims processing
Report creation
Form filling
Change of address
Loan application processing
Order to Cash
Procure to Pay

HR:
Employee Onboarding and Offboarding
Travel Expense Management
Employee Credential Management and System Access

Retail:
Inventory Control
Compliance and Audit
Loyalty and Rewards Programs

DQ: What are the challenges that occur during the deployment of RPA solutions at the customer end?

Radhakrishnan R: Implementing new technology poses its own set of challenges, some generic and some unique that may arise due to the specific client, tool, task, expected results, etc. At Infogain, some of the most common set of issues we have seen over the years are:

* Resistance to new technology
* Lack of local support and resources for implementation
* Infrastructure and platform-related issues
* Ownership and decision making
* Unrealistic client expectations
* Identifying misfit processes for automation
* Realizing the benefits as anticipated.

DQ: What kind of handholding is required in terms of training and enablement for the deployment of the solutions?

Radhakrishnan R: When deploying RPA, it is advisable to partner with experts who can help integrate and implement RPA in a structured manner, with minimal intrusions to a workflow. After the deployment, it is advisable to periodically review processes to maximize RPA benefits and set realistic RoI objectives for the business.

An expert can help, create a detailed roadmap, and help define roles, responsibilities, plausible risks, and mitigation techniques and can provide training and support. Post an implementation, technologies like RPA need on-going management to ensure success. An expert partner can help monitors the bots regularly while helping with the seamless onboarding and continuous training of the personnel.

DQ: How have you geared yourself to address the growing market opportunities?

Radhakrishnan R: We are excited about the growing demand for automation solutions, particularly in artificial intelligence and machine learning to scale cognitive automation. Our robust hiring and training programs, coupled with our lean and agile model, help us meet customer requirements. In the past, we have transformed clients’ businesses by implementing innovative and integrated automation solutions ranging from RPA programs to enterprise-wide cognitive transformations on leading industry platforms.

We already offer a full spectrum of automation services with enterprise integrations to help our clients achieve operational success and improved productivity. Our automation practice consists of highly trained and certified developers, including analysts, subject matter experts, modelers, architects, developers, and data analysts.

We will continue to build the capacity as well as capability to meet our customer demands even at short notices. We are also working with leading vendors such as Automation Anywhere, UiPath and BluePrism to offer the best possible solutions to our clients for any automation requirement.

DQ: Going forward, how are you looking to capitalize on the growth that you are witnessing in this domain?

Radhakrishnan R: RPA is just the beginning of the automation journey. So, we are continuously focusing our efforts on building a robust offering for helping clients achieve their automation goals and strategies while enabling them to address their specific business needs.

We are gearing up for the second wave of automation, which will look at embedding more cognitive elements and the onboarding of smart automation techniques to extend the basic functional automation. We intend to make investments in this area and get to the market early.

DQ: Since this is a niche segment and requires specialized skill sets, how much of your focus is on up-skilling and re-skilling in this technology?

Radhakrishnan R: Infogain’s Automation Practice is growing. We earned Automation Anywhere’s Gold Partnership in October of 2019. Along with the Gold partnership, Infogain is Automation Anywhere’s designated Centre of Excellence. With such growth, our focus on training has become more focused too.

At Infogain, employees are encouraged to be a part of the training sessions conducted with the support of partner network and RPA vendors. My team offers training & certification for freshers as well as experienced employees. Our training module for freshers covers RPA Fundamentals, Product Specific training, and Product Specific Certification.

The training team’s sessions include SQL, Testing and XML, .Net (C#, Asp.Net, Ado.Net, MVC), or Java stack. Our training module for experienced employees covers Advanced and Master Certification for AA (Automation Anywhere), UI Path Certification & Training, Blue Prism.

Our training programs ensure that the automation engineers are technologic agnostic, which gives us the edge to be agile and competitive. Our engineers are trained just not in RPA but all complementing technologies that are needed to provide a holistic automation solution to our clients.

DQ: What are the key trends in RPA that will be seen in the coming year?

Radhakrishnan R: As the surge in new-age technologies continues, RPA will have a strong impact on India and the fourth industrial revolution. Companies will soon look to harness RPA to build capabilities that will help them offer better experience and value to their customers.

As we have already established that while RPA as a technology is still very green in India, its market is set exponential growth in the next decade. As we progress, we will notice a few key things happen:

Radhakrishnan R, AVP Solutions, Head Automation Practice (RPA), Infogain

* Companies will start looking beyond RPA and focus on automation as a whole
* There will be more convergence between RPA and AI
* The model of operations with service providers will change. There will be more demand for outcome-based engagements
* Till now companies have experimented without a strong guarantee on investment, but in the next phase of adoption it will turn into an investment driving RoI for the companies.

Meet our Insurance Team at the Guidewire Connections 2019

November 3-6, 2019

Gaylord National Resort & Convention Center, National Harbour, MD

Meet our Insurance team at Guidewire Connections 2019 at Gaylord National Resort & Convention Center, National Harbour to discuss how our Automation Testing for Guidewire leverages Infogain’s accelerators, open source tools and existing Guidewire assets to maximize your investment.

Our team has over 14 years of P&C expertise and dedicated insurance professionals with Guidewire expertise. We deliver high-end automated solutions for multiple business lines across Guidewire InsuranceSuite™ that include:

  • Out-of-the box automation across Guidewire InsuranceSuite™
  • Full support for API and integration points to external systems
  • End to end scenario testing, including cross product use cases
  • Integration to standard DevOps tools

Meet our Team:

Girish Kannali, Vice President- Sales (Connect on LinkedIn)

James Patterson, Practice Manager- Solutions (Connect on LinkedIn)