20 Jun

Employee Engagement: We Should Be Treating Employees Like Customers. Here’s why.

While everyone is worried that robots are coming to steal their jobs, this isn’t exactly accurate. Robotic Process Automation (RPA) is simply the foundation for engaging and equipping employees with the tools necessary to shift from mundane to meaningful work.

The pressure is on. For companies to provide employees with all the tools they need to succeed in the digital age; as well as the technologies necessary to establish creative company cultures based on flexible working conditions while expediting individual career growth.  This isn’t something companies can afford to ignore. The technologies that a business chooses to provide will influence the way its people are engaged – particularly millennials – and organisations that need to attract and retain new talent (spoiler alert: that’s every business!) will need to think carefully about their digital communications tools and business technology choices.

Why? Because unless organisations are thinking about empowering employees by creating the ideal digital workplace, transformation efforts can only fail. That’s because employees are essentially customers inside the business. Unfortunately most organisations are too focused on the external customer experience to pay much attention to transforming the internal customer experience, which ultimately leads to the deterioration of both because unhappy, unproductive employees are understandably no good at customer service.

What is Robotic Process Automation (RPA)?

RPA is a type of business process automation that interacts with a computer-centric process with a software user interface providing support. Essentially a robot coded into software is used to run applications and perform functions in the same way that a human would work with that same software. By utilising the user interact to capture data and manipulate applications, RPA robots interpret, trigger responses and communicate with other systems in order to execute a multitude of repetitive, (usually) mind-numbingly boring tasks. Because a robot never has to sleep and is programmed not to make mistakes, it can easily outperform humans and costs significantly less than an employee. The worry that human jobs will be replaced by robots is a very real concern, albeit a misdirected one.

  • RPA aims to replace repetitive, time-consuming tasks performed by humans with a virtual workforce.
  • Humans then have the capacity to make judgmental calls, handle exceptions and provide oversight.

Okay, but what is the point of Robotic Process Automation?

If they’re spending their days doing manual, repetitive tasks, like office filing, PO and invoice generation, supplier on-boarding, data capturing (and the list goes on) there is no time for people to be creative. Creativity leads to innovation, and that’s where opportunity lies in this digital era.

When people are no longer performing such menial (often paper-based) work,  have the time and capacity to spend on what matters: helping other people and creating products that help other people. Simply put: RPA is necessary in order to take over the running of the business, so that the humans can focus on growing the business.

Jumpstart digital transformation with an automation-first mindset

Digital transformation, although a critical necessity, is harder than most organisations initially thought. Bringing people, processes and technology together is a daunting task. IT complexity and performance challenges are causing strain on digital transformation initiatives.  For businesses that need to accelerate this transformation process, RPA is the ideal jet fuel, providing real and immediate change outcomes.

  • Change the way employees spend their time, reduce or eliminate back office effort
  • Gain complete visibility into business operations from end to end
  • Eliminate workflow delays and the remove the potential for human error
  • Improve service in the front office by enabling people with the tools to succeed in customer service.

Which processes are relevant to RPA?

Those processes above are the most frequently automated, however, any high-volume, business-rules-driven, repeatable process qualifies for automation.

Fortunately, organisations don’t have to venture out into the wilderness of Robotics Process Automation alone. Cornastone, a leading ICT solutions provider and systems integrator has joined forces with leaders in enterprise RPA, UIPath,  on a critical mission to prove that human work should be creative and inspiring. To see how we can create an ideal digital workspace for your people and fuel innovation for your company, please get in touch.

This article was published in collaboration with UiPath experts – human experts, not robot experts! 🙂

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