News & Insight

Is Robotic Process Automation the Missing Piece of the Customer Experience Puzzle?

First-contact resolution, customer satisfaction scores (CSAT), Net Promoter Score (NPS). Ever get the feeling that as you’re working to move the needle on customer-facing performance metrics that something is missing?

That something could be robots, specifically robots in the back office. That’s because even though back-office processes and personnel aren’t on the customer-experience front lines, they are often an important step in the customer journey. And frequently that step is fraught with manual and/or redundant steps, extensive data entry across multiple systems, and inefficient management of resources and work queues. The result can be delays for customers on everything from order processing to installation scheduling to returns processing.

Robotic process automation (RPA) is changing the back office to make it far more productive, effective and accurate than ever before, shortening wait times and reducing frustration for customers—and that all adds up to a better customer experience.

Improving cycle time and productivity

Recently STARTEK helped a large telecommunications firm demonstrate the benefits of automating a resource-intensive back-office process: SIM activations. Using an RPA platform, STARTEK quickly mapped the process and built the robotic model to automate the work queue and steps within the process. The resulting solution uses guided workflow and automated task processing to help back-office specialists perform SIM activations faster and with fewer errors.

What is RPA?

Robotic process automation (RPA) allows companies to configure software or a “robot” to capture and interpret existing applications for processing a transaction, manipulating data, triggering responses and communicating with other digital systems.

Source: Institute for Robotic Process Automation & Artificial Intelligence

Processing orders faster and with greater accuracy

The SIM activation proof of concept quickly showed just how significant the impact of RPA can be on back-office processes. The initial results were impressive:

  • 45 percent improvement in the number of SIMs processed per hour
  • 28 percent improvement in average processing time
  • 40 percent reduction in errors

This was just a first step in showing that automating high-volume, back-office processes can have a dramatic impact on improving throughput, reducing errors, and ultimately making customers happier and more likely to stay with the brand.

Learn more about the benefits of RPA for this large telecommunications company in the detailed case study.

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