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RPA Q&A Drive on “How to Achieve Process Optimization & ROI from Automation”

Top 3 Questions Answered by our RPA Leader!

We are healthcare payor based in US. What is your point of view on touchless claims processing. Can we achieve this with RPA and what it takes to plan the next course of action?

When it comes to different technology RPA tools very much technology agonistics. Almost all kind of application can be automated using RPA tools. Only question for any process is whether its good  to do RPA for the process or not As far as Touchless claims processing is if unstructured decision((Different decision for same condition at different time) is less than 20% it is very much possible to automate it and reduce the effort/Time. Best way to approach RPA is start with RPA assessment and POC followed by Pilot process. While POC would be meaningful to understand the expectation from RPA, Pilot holds value to evaluate the efforts/logistics/business needs for a successful RPA implementation.

What is your recommendation to organizations looking out for RPA? Can we build it in-house and use our own technologies and team to set it up? Or shall we look out for experts and have them do it, so that we can avoid internal overhead and cost in the long term. Would also like to know if you help in building the Excellence Center for your clients?

A successful RPA implementation requires best know-how of both the world (business and technology) to start the journey. In most of the cases we have seen that RPA implementation makes the process more leaner and efficient. It is generally recommended to get the partner specialist advise initially. Organizations may plan the CoE set up after 2-5 successful process implementation to reap the future benefits.

We are an offshore BPO provider and we have already implemented RPA. How do we know the actual efficiency gain coming out of it and do we also have set parameters to measure the output?

Every organization looking for RPA implementation is concerned about ROI. Over a period of time, RPA is seen getting a huge hit as it looks quite simple to calculate the ROI. Many service providers are giving an overwhelming answer by calculating cost of tool plus service vs cost of the reduced No of FTE and processing time. But this might not be apt in every case as every business is different in nature and have their unique requirement. We have observed businesses initiating the RPA implementation based upon the standard use cases and its benchmark to measure the ROI. Later on when they move to more complex process the selected use case and the benchmark turns into jeopardy. I always suggest an yearly RPA implementation plan to avoid such circumstances. It advisable to have the plan for all category of use cases – Simple, Medium and Complex). ROI from your RPA initiative is also directly dependent on following parameter. Applicable for BPO industry

Tool Cost:

  1. Implementation Cost
  2. Infrastructure Cost
  3. Support/Maintenance Cost

Indirect Cost:

  1. Assessment cost
  2. Business team efforts during implementation

On the benefit side there are majorly three parameter:

  1. Time reduction
  2. FET Reduction
  3. Error Reduction

There are some indirect benefit associate with RPA i.e.:

  1. FTE ramp on/ramp off cost
  2. Error fixing cost
  3. Dynamic FTE supply cost based on spike demand

Should you have any further questions, please reach out to us at

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