Project Case Study:Driving RPA Implementation from Discovery to Deployment
Case Study at a Glance
- Client: Fortune 500 Financial Services Firm
- Size: Large (1000-9,999 Employees)
- Industry: Investment Management
- Services Used: Robotics Process Automation – Discovery and Business Management
- Technology Used: Blue Prism RPA, BlueWorks, MS Office
- Timeline: 6 Months
When a business recognizes the need for a Robotics Process Automation (RPA) solution, one of the most important steps at the beginning of that journey is selecting the right partner. This partner must truly understand every facet of the work from discovery to deployment—dabbling in automation simply is not enough.
One Fortune 500 financial services firm began exploring RPA for the purposes of automating data collection, creating transactions, and resolving customer requests to reduce operating costs and increase efficiency across the board. They set a rigorous goal of automating a key business process before the end of the calendar year. As that deadline crept closer, the client began looking for a partner to drive the RPA project with experience creating future-focused RPA solutions from start to finish. The client recognized the opportunity to use Main Digital’s deep and diverse expertise in both business processes and automation to get back on track and become more focused.
The Main Digital Solution
Going Back to People and Process Before Technology
The client initially began their RPA journey to reduce cost, namely to eliminate instances of overtime labor as well as refocus employees on high-level work by relieving them of their repetitive, low-level manually driven tasks. Ultimately, the client team wanted to increase the overall throughput and accuracy of their operations. But these valid goals for an RPA solution can only be achieved through an implementation that begins with customer needs, then process optimization, and then by building a technology solution.
That’s why Main Digital recommended a small rewind: go back to discovery, learn from what you already know and do not know, then use that to improve the business process for better RPA implementation. For successful automation implementation, processes should be optimized and reengineered from an RPA-design perspective prior to initiating development in order to reduce errors and exceptions.
Overcoming Process Fragmentation
One hurdle to overcome with this effort was process fragmentation, primarily due to the variations in users executing the operational procedure. Therefore, process discovery and requirements gathering sessions uncovered a wide range of ‘unknown unknowns’, and this was overcome by maintaining a continuous feedback loop with stakeholders. Process variations were meticulously documented, analyzed, and presented to stakeholders for clarification.
The first major milestone was the delivery of a fully defined, and agreed upon, Process Definition Documentation (PDD) to the client team. As a bonus of this rigorous process design work, Main Digital’s process improvement efforts also reengineered and optimized an additional undefined process with stakeholders during this same time period.
Ensuring RPA Success for Long-Term Staying Power
The second major milestone was recognized as the development and deployment of the automation to the production environment, which Main Digital supported through design refinement and testing. It’s one thing to get an RPA solution launched—there must be monitoring, analysis, and testing to ensure longevity.
Main Digital supported the entirety of this automation project, including leading the process discovery effort and providing significant support for all components of the SDLC (Software Development Life Cycle). The deployed bot augmented the client’s operations capabilities by adding nearly 2 full-time equivalents worth of digital workers. Their transaction processing throughput increased by 200% by way of those RPA digital workers. Best of all, the human workers immediately felt the effects of being freed up from their repetitive, serial, low-value work and they openly passed along this positive feedback to the project stakeholders.
Overall, Main Digital breathed new life into a dormant automation project by assuming ownership of it from start to finish, performing all of the process discovery work, and guiding it to deployment before the deadline.