Robotic Process Automation: The Future of CRM (Part 1)

Joe Wynne is a versatile Project Manager experienced in delivering medium-scope projects in large organizations that improve workforce performance and business processes. He has a proven track record of delivering effective, technology-savvy solutions in a variety of industries and a unique combination of strengths in both process management and workforce management.

Some customer service processes are repetitious and unsatisfying, even demotivating, for those who must complete them. From following the same simple steps over and over to fulfilling requests, from constantly reviewing forms for errors to compiling information for reports and completing routine regulatory requirements, there is a lot to loathe. It would not be surprising to think that those poor souls who must do this work each day at some point think, "I wish there was some kind of robot to do this so that I could spend more time on more valuable work."

At the same time, business leaders are looking for higher productivity in CRM, increasingly so as productivity improvement rates for enterprises as a whole have been flat recently. Because we are talking about customer relationship management, it is important to make sure any steps are followed quickly, consistently and accurately whenever the customer needs them to be completed.

All together we have simple, repetitive tasks that must always be done well at any time of day, but as fast as possible and in the most inexpensive way possible. Sounds difficult, but robotic process automation (RPA) has come to the rescue.

New, effective tools are making the creation of software “bots” to do this kind of task easier than ever. These products simply require configuration to connect data and applications …

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