Robotic Process Automation: The Future of CRM (Part 2)

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.

Our concluding installment continues the conversation from Part 1, where we started to prepare for robotic process automation (RPA) projects—which will be a big part of the future of CRM. Here we continue to share reasons why you need to do each type of preparation…

3. Stakeholder Management: You'll need to be able to identify allies in your organization as well as resistors to complete your stakeholder analysis. Your allies will include those who want better legal or regulatory compliance. RPA bots chug away at nearly 100% accuracy. That means fewer errors that will cause trouble.

You will also find allies in those who want to move from poor customer relations to much better relations in order to maintain position in the marketplace—even to increase market share. Automation can complete review and validation of large amounts of data much more quickly than FTEs alone.

Allies will also include operations leaders who are trying to increase productivity. Reports in recent years have shown lower productivity increases across industries than previous years. Expect operations leaders to want more profits with less expenses from operations. These same leaders may want to improve the quality of CRM by using automation to expand new operational functions to 24/7/365 with that additional speed.

Resistors will be found among those who will lose resources…

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"Managing senior programmers is like herding cats."

- D. Platt