Process automation through software becomes an ally of companies in times of Covid-19
Atento, one of the leading firms in the field of call centers, has organized a panel of experts to address the needs, advantages, and challenges of automation through RPA today. In recent times, one of the star trends in the technological world is that of the so-called robotic process automation or RPA. This is the name given to the process of automating the simplest and most repetitive tasks, such as the collection of data from a file and its subsequent introduction into a business application, for example.
For this, it has had the presence of Nuria Avalos, Director of Blockchain, RPA and Digital Experience at Repsol, Enrique Escudero, Director of Business Development Operations at Securitas Direct, Jaime Chapatt, IT Business Partner Manager & Head RPA in the Group Dia, and Txema Fernández, manager of Atento’s digital transformation and efficiency center. The RPA market matures at a good pace and is already leaving behind its short-term tactical value to become part of the strategic assets of organizations, being a fundamental pillar to drive them in their digital transformation. This is one of the conclusions reached by the experts during the conference.
“Automation has become a great ally of companies against Covid-19, it allows you to depend less on external factors, ” said Enrique Escudero. And it is that one of the main challenges that companies have faced, regardless of the sector, has been to give continuity to the business in the face of difficulties arising from the pandemic. “There is no doubt that process automation has changed the way of working”, added Nuria Avalos.
In the case of Grupo Dia, Jaime Chapatt recognized that automation has allowed them to improve their NPS (Net Promoter Score) ratios, a tool that measures customer loyalty to a company based on recommendations. And beyond this period, Jaime has underlined the enormous advantage offered by these tools, which has allowed them to earn a million euros inefficiency. Also, as Txema Fernández highlighted, this allows employees to focus on value-added tasks and considerably increase the sales of other products.
Distrust among employees
During the webinar organized by Atento, all the speakers agreed that one of the first challenges they had faced when implementing these tools in their businesses had been the mistrust of the employees. In this sense, Txema Férnandez, manager of Atento’s digital transformation and efficiency center, commented on the need to explain this change well to all workers. “At first they may think that the bots are coming to take our work, however, the workers are delighted that you facilitate their day to day, especially with the most tedious tasks,” he explained.
The World Economic Forum report, Towards a Reskilling Revolution: Industry-Led Action for the Future of Work, published in 2019, ensures that by 2025 more than half of all current tasks in the workplace will be performed by machines, which which will have its effect on the global workforce. However, this same report, in general terms, highlights a positive balance, as it predicts that, compared to the 75 million jobs that will disappear, 133 million new jobs will be created.
Likewise, Nuria Avalos has highlighted the evolution of automation in recent years and the change in the mindset of employees. “We started by using RPA to centralize all the information and we have reached the point of providing tools for the workers themselves to build their bot according to their needs.” At this point, Txema Fernandez has also highlighted the initiative of reskilling or professional recycling that Atento has carried out to train a group of its operators in programmers.
Start with the simplest processes
According to studies carried out by IDC Research Spain, the RPA market will double in the coming years, growing at rates of 50.1% between 2019 and 2021. Another aspect that stands out is human and machine coexistence, estimating that in 2024 20% of skilled workers will have a digital assistant, while 50% of repetitive tasks will be automated in four years.
All the experts gathered by Atento in this seminar stressed the importance of involving the entire organization in these processes to carry them out in the most effective way. In this context, they recommended those who have not started with the digitization of their companies to start with simple projects. “The project must have a lot of volumes, be stable and have few exceptions, it cannot be applied to all processes,” suggested the Repsol board of directors.