Project Case Study:

Overview

 A national, private freight carrier was leveraging dispersed macros to support back-office operations, including Accounts Receivable. As the number of macros grew, they found they lacked governance, controls, analytics, and other enterprise-grade capabilities needed to scale business operations in a secure and agile way. The company engaged Main Digital to determine the feasibility of establishing Pega Intelligent Automation as an enterprise capability by empowering its citizen developers to build solutions using Pega Intelligent Automation. 

Opportunity 

A national, private freight carrier was leveraging macros to support back-office operations, including Accounts Receivable. As the number of macros grew, they lacked the governance, controls, analytics, and other enterprise-grade capabilities needed to scale business operations in a secure and agile way.  

The company engaged Main Digital to review their existing macros with overarching goals to: 

• Assess the feasibility of moving to Pega Intelligent Automation 
• Evaluate the organization’s readiness for citizen development 
• Build a comprehensive business case and roadmap for automation 

Main Digital Solution  

The Approach 

Main Digital assessed current state resource capabilities, business processes, existing macros, and business priorities in developing a comprehensive, integrated strategic plan to enable citizen development for the enterprise using Pega Intelligent Automation. This included an expanded training program for enabling citizen development through an instructor-led apprenticeship program featuring hands-on development activities. 

The Process 

Main Digital’s team of experts conducted initial process assessments to determine the feasibility, readiness, and value of automation before working with the client to prioritize the groupings for deep-dive reviews focused on high-potential opportunities. 

The existing automations were focused on smaller process steps and provided an opportunity to build end-to-end workflows on Pega. Main Digital worked with business unit leadership, process owners, and process SMEs to group bots into larger business processes and developed a process taxonomy to capture key metrics and interdependencies. 

Main Digital evaluated team members across eight dimensions to better understand individual strengths and weaknesses relative to the broader automation lifecycle and key capabilities to assess the clients’ readiness for citizen development.

Main Digital worked closely with senior leaders to align on a business case model and framework to determine the quantitative and qualitative impact of moving to Pega. This informed the strategic roadmap that followed, which considered automation timelines, training and empowerment for citizen developers, and an operating model to support enterprise capabilities. 

The Outcome 

Main Digital continues to support the national freight carrier to establish automation as an enterprise capability by empowering their citizen developers through a dedicated apprenticeship program centered on helping them design and implement their automation operating model and deliver a pilot project using Pega. 

”The client’s senior leaders were impressed with Main Digital’s attention to detail and ability to assess existing automations for migration to Pega, develop a business case, architect a citizen development training program, and develop an integrated strategic roadmap with recommendations in as little as six weeks.” — Michael Lopez, senior manager of intelligent automation practice at Main Digital.