How Automation Has Helped Businesses Evolve Significantly?

Businesses have long realised that old models of working no longer help them in the current world order. They are looking at automation to stay ahead of the competition. Much like what the advent of the internet did to business evolution in the 90s, automation has now taken on a similar role.

Citing some experiences, IT leaders across sectors discuss how automation has helped them evolve their businesses over the years. 

Applicable Across Sectors:

Automation has played a major role in the BPO industry. Reiterating this, Webhelp’s Head of Technology, Piyush Gupta said, “Automation has helped play a key role in implementing and building efficiency both at the organisational level as well as on the customer side.”

Gupta explained that the end-user support facilitated by service management features within the bot provides several efficiencies. “A people-dependent process has a cost element. When you utilise automation for these processes, it provides a consistent output and automated reports for both internal stakeholders and customers,” he added.

Companies today are looking for automated responses and reports and the likes of manual reports have been eliminated, Gupta informed.

JK Tyre’s CDIO, Sharad Kumar Agarwal shared the company’s experience wherein it has made the entire onboarding process bot-driven. He said that almost every process is now automated. “As it is commonly argued, the first impression is the last. Our first interactions, be it with customers, vendors, or employees, are all automated,” he added.

Prepared For Different Scenarios:

Agarwal also pointed out that the version management of software is automated as well. “Whosoever approves a change request, which can happen at any time, is automatically applied into the system. In the case of an exception, a mail will be triggered to factor it in,” he said.

The Head of IT for Hero Future Energies, Vinod Sharma, explained that as employees are onboarding in hybrid versions, the IT team must deliver the machination and fix any problems as well. “We have implemented Microsoft Intune, which is in-built into the system. The vendor has to just send the machine to the doorstep, and the employee can open up the box, power it up, and connect with the internet,” Sharma said, citing the Hero Future Energies’ example.

“Bots take care of everything in our organisation. There are only two people in my team managing over 300 people. We have more than 20 servers at two core locations, and everything is managed by them, including security, end-user and infrastructure. We are driving four verticals seamlessly using technology,” Sharma shared.

A Clear Role Divide:

On this aspect, Automation Anywhere’s Director of Sales Engineering and Knowledge Services, Amit Mathur, commented that behind-the-scenes bots are doing all the heavy lifting and only showing exceptions for action.

“For all functions, there is an opportunity to institutionalise automation where we can give a bot to every employee, and let it do the mundane and repetitive tasks. We can use human intelligence for bigger and better jobs. Automation has a lot in it, both for external customers and internal customers, who are our employees,” he said.

Automation has been applied to business processes over the years, and with increasing time, its usage will certainly multiply.