Stories from the front lines

Written by Rob Hughes in Stories from the front lines on May 19, 2017

Viji VargheseI spent the past few days at the Shared Services and Outsourcing Week (SSOW) 2017 conference in Manchester. The week has been filled with exciting stories from shared services leaders from across Europe offering up insights on everything from talent to process methodology, mixed with awards and good company. However, as with most events and gatherings of senior folk across the corporate landscape, lately one theme seems to dominate – Robotic Process Automation or RPA.

Stories from technology vendors across the sector and some from those remotely related to the sector abounded throughout the conference. However, one presentation really stood out as the new benchmark for achievement in RPA and it came directly from a customer rather than from the vendor.

Written by Abhijit Kakhandiki in Stories from the front lines on September 21, 2016

We launched BotVisions this month, a monthly webinar series offering insights into robotic process automation and, and chose this as the first topic because we believe if it is not fast and easy to use, it is not RPA.


In our webinar we shared what makes SMART record different from web record, and shared how Automation Anywhere is innovating to save customers hours of time, increase their RPA adoption, automate their most complex processes, and reduce errors.

Written by Jordan McMahon in Stories from the front lines on August 18, 2016

You may be reading quite a bit about robotic process automation lately. And we can guess the topics you’ve likely been encountering:


Is RPA all hype?

How can human and digital workforces work together?

What happens as RPA becomes increasingly cognitive?


And naturally,

What is RPA in the first place?


Once one moves beyond the first blush with disruptive technology like robotic automation and AI, practicality sets in: how can it actually be used? And can it yield the expected results?


HfS recently authored a PoV piece about the fact that companies—particularly SSOs and service delivery orgs— have moved beyond the hype of robotic process automation and now are “settling in” to using it, and more importantly, realizing the impact on business. Now it’s time to understand more about deployment within an enterprise.

Written by Jordan McMahon in Stories from the front lines on January 5, 2016

Two employees at their desks. Both are tasked with fulfilling customer orders and reducing shipping delays. One is equipped with robotic process automation (RPA) software. The other, performing business as usual—manually.    

It may go without saying which employee will be able to more effectively and quickly complete his workload. But what exactly does that look like? 

Written by Jordan McMahon in Stories from the front lines on November 24, 2015

A few years back, ANZ embarked on a “lean transformation journey.” Along the way they found a weapon to add to their organizational arsenal that they tout as being transformative: RPA. In a highly regulated industry occasionally reticent to change, ANZ has “changed the game,” by embracing automation technology—and exponentially increasing use in their global hubs.


In a recent HfS webinar, two of ANZ’s automation champions detailed their story. Pankajam Sridevi, Managing Director, Group Hubs and Simen Munter, General Manager, Group Hubs shared not only why they chose RPA, what they’re doing with it, and their plans for the future, but also how they’ve built excitement in their human workforce and cracked the code to creating a workplace that exemplifies the human-robot partnership.


Here are a few highlights from the discussion: 

Written by Jordan McMahon in Stories from the front lines on October 22, 2015
We’ve heard loud and clear that RPA is changing the face of outsourcing. And BPOs embracing the technology and developing robotic automation offerings are simultaneously hedging their bets for future success, ongoing relevance, and continued utility to their clients. 


But now, it’s high time we see how BPO clients are actually using it—and more importantly, capitalizing on its promised benefits.