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The Light Bulb Moment – Learning to-identify-robotic-automation-opportunities

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The “Light Bulb Moment” is the point when you realize how Robotic Automation and Robotic Desktop Automation could help you boost productivity and drive superior results in the process-centric parts of the enterprise.

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The Light Bulb Moment – Learning to-identify-robotic-automation-opportunities

  1. 1. Welcome to Today’s Webinar: The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities Thursday, May 7th , 2015 11:00 AM EDT
  2. 2. A Few Housekeeping Items Tweet using #openspanautomation Attendees will be muted. Please enter questions through the Q&A chat box. Presentation slides and webinar recording will be e-mailed to all attendees. The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 2
  3. 3. FEATURED PRESENTERS Scott Merritt Enterprise Transformation Executive Raun Kilgo Enterprise Transformation Consultant Chris White Technology Delivery and Operations Architect Allstate
  4. 4. Today’s Webinar Objectives: Following today’s webinar, you will have: Learned how to identify and use automation solutions strategically to drive employee productivity. Received “real-world” advice from leading experts who have led transformation initiatives that yielded millions of dollars in cost savings. Understood the foundation for creating a bullet- proof business plan that articulates the financial, technical, and operational benefits for your enterprise. The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 4
  5. 5. Robotic Automation (OpenSpan Definition) Any transaction where automation is used to either partially (Robotic Desktop Automation) or fully automate (Robotic Automation) the work done by a human. The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 5
  6. 6. Robots vs. Humans Math Rapport Trial & Error Rules Matching Empathy Retrieval Understanding Speech Vigilance 24/7 Storing Data Interpreting Images Inspire HeuristicsAlgorithms The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 6
  7. 7. Current State of Opportunity Mix of Human-Required and Fully Automatable Steps in a Task Full AutomationPartial AutomationLean Manual The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 7
  8. 8. Mix of Human-Required and Fully Automatable Steps in a Task Lean Manual Full Automation Current State of Opportunity Partial Automation Robotic Desktop Automation Robotic Automation The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 8
  9. 9. Enter Account # Sign On Web Enter New Application Info EndStart Task Level Diagram Paste Verified Process Cycle Time 3 Minutes Client/ ServerMainframeCRM Paste Sign On Open Web Page Copy Cust Info Enter Acct# Sign On B Alt Tab Alt Tab Alt Tab Search Paste Customer Info Alt Tab C Alt Tab A Alt Tab A1,B1,C1 No Alt Tab Yes Yes …Etc, etc No Identifying Algorithmic Activity to Automate Start Complete New Customer form A CB Customer Record Found A1 B1 C1 Alt Tab Alt Tab The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 9
  10. 10. Enter Account # Sign On Web Enter New Application Info EndStart Task Level Diagram Paste Verified Process Cycle Time Reduced to 20 Seconds! Client/ ServerMainframeCRM Paste Sign On Open Web Page Copy Cust Info Enter Acct# Sign On B Alt Tab Alt Tab Alt Tab Search Paste Customer Info Alt Tab C Alt Tab A Alt Tab A1,B1,C1 No Alt Tab Yes Yes …Etc, etc No Identifying Algorithmic Activity to Automate Start Update Customer Info A CB Customer Record Found A1 B1 C1 Alt Tab Alt Tab = Automated Step The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 10
  11. 11. YesNo No YesYes Yes Yes No No Processor Start Sample Fragmented Back Office Process SupportServicesProcessCRM Identifying Algorithmic Activity to Automate End End Start End End No The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 11
  12. 12. Yes Yes No No Sample Fragmented Back Office Process Identifying Algorithmic Activity to Automate Open request for overdraft protection. Is account balance less than zero? Is there a related Saving Account? Deny application. Notify applicant. Deny application. Notify applicant. Approve application. Notify applicant. Set up account. Does it have a balance greater than $500 End End Yes No Yes No End The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 12
  13. 13. Identifying Algorithmic Activity to Automate SalesForce Application Usage Timeline Pega Attachmate Microsoft Outlook Microsoft Excel Productive Other Non-Productive Idle Idle Non-Productive Productive The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 13
  14. 14. Identifying Algorithmic Activity to Automate The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 14 SalesForce Application Usage Timeline Pega Attachmate Microsoft Outlook Microsoft Excel Productive Other Non-Productive Idle
  15. 15. Identifying Algorithmic Activity to Automate Work Instructions Company has made decision to not follow certain policies for high value customers or low risk transactions, but primary systems do not have these exception paths. For these important customers, if their payment is interrupted due to hold code B207: Josh Walker OpenSpan Staffing CNA Alpharetta Automotive The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 15 If charge is… And if documentation or description Then… $20 or less Override B207 and pay customer. Between $20.01 and $50.00 A supporting document is attached. Override B207 and pay customer. A supporting document is NOT attached. Deny the charge with B207. $50.01 or greater A supporting document in the form of an invoice is attached. Override B207 and pay customer. No invoice is attached. Deny the charge with B207.
  16. 16. How to identify good candidates for automation Discuss checklist with SMEs and then observe the process live We look for tasks or processes where we could... ... Automate human physical effort ... Digitalize physical assets (i.e. paper, telephones) ... Automate the prescribed workflow (Doing by design) ... Standardize work activities for efficiency ... Manage singular transactions / simple events ... Persist data for transactional integrity Where one or more of the following symptoms are often present Manual re-keying of data between systems or for tracking & recording purposes People using physical "post -its," virtual "stickies," or excel worksheets to remember rules / information that need to be applied on an ongoing basis memorize rules / information that need to be applied on an ongoing basis Use of excel worksheets or calculators to perform repetitive calculations The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 16
  17. 17. Measurement approach Criteria Components Weighting Measurement Scale Impact Cost reduction 50% Cost out (e.g. 10 FTE reduction X $40K / FTE is $400K savings) Each component scaled relative to largest oppty then summed by weight (e.g. If largest cost red. is $2M, it gets .5 pts, $1M gets .25 pts, $0.5M gets .125 pts, etc.) Max score = 1 point Customer / Agent experience 35% 100% Customer / agent time saved (e.g. 1 day shorter SLA X1M transactions is 1M customer / agent days impact) Employee experience 15% Total employee time saved (e.g. 5 minutes faster X 1M transactions is 5M employee minutes saved) Feasibility Process complexity 20% Length of training for onboarding & # of process variables For each component, a "low" scores get full credit, "medium" scores get half credit, "high" scores get no credit then summed by weight (e.g. For Process Complexity, "L" gets .2 pts, "M" gets .1 pts, "H" gets 0 pts) Max score = 1 point Risk 20% Presence of internal compliance mandates & # of dependent processes / sub-processes Data complexity 20% 100% # of applications utilized & breadth of data sources Resource distribution 20% # of handoffs during process Control of automation 20% Control or influence to support automation effort within Ops The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 17
  18. 18. Process Sub-Process Impact Feasibility Size ($M) Cust / Agent (K days) Employee (days) Process Risk Data Resource Control Policy Admin Non Premium Endorsements # # # L H L H H Premium Endorsements # # # M M M H H New Business # # # L H L H H Risk Management # # # M H H H H Claims Services Transcriptions # # # M H H H L Subro Demand # # # L H H H H Recovery # # # L L H H H Contact Center Level 2 # # # L M M H H Knowledge search # # # L M H H H Example: Detail on the specific scores in each sub-dimension for highest impact/ feasibility opportunities = High = Medium = Low The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 18
  19. 19. Robotic Process Automation Output Results 80 Process/Sub Processes identified as RPA candidates based on our filters Applying scorecard criteria concerning Feasibility and Impact highlighted top 10 focus areas • Important to separate short iterative RPA’s from core system enhancements RPA in production Currently we are using software bots to process 4,075 transactions daily • Replaced point and click and screen to screen navigation SLA’s have been reduced from days to minutes The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 19
  20. 20. Opportunities are Everywhere Wire Transfer Fraud Deposit Statement Reconciliation Deductible Payment Dispute Resolution Credit Card Sign up Wedding Registry Setup Order Police Report Claim Repair The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 20
  21. 21. Transaction Optimization Robotic Automation Framework Inbound Transactions= OpenSpan Automation Points Work initiation Work initiation Gather Inputs Make a decision Execute Document Full Automation? = Manual Steps Straight Through Processing Gather Inputs Make a decision Execute Document Robotic Desktop Automation Robotic Automation Non-Electronic Format Electronic Format N Y The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 21
  22. 22. Baseline Statistics - General Questions Operational Department Employees / CSRs # of Full Time Equivalent Employees 100 # of Calls or Transactions per Employee Per Day/Month/Year 50 Per Employee Cost (Wages and Benefits) $35,000 Per Employee Cost (Fully Loaded) $42,000 What is your average new hire training time? 50 Training mix. 50% Tech, 50% Soft Skills Seasonal variations? No Occupancy Rate (Planned time doing productive work divided by paid time) 75% Shrinkage Rate (Unplanned time detracting from doing productive work divided by paid time) 10% Utilization Rate (Total time performing productive tasks divided by paid time) 65% Employee to Supervisor ratio 12/1 The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 22
  23. 23. Minimum Improvement Opportunity Field validated method for quickly sizing potential short- term impact of robotic automations. Minimum Improvement Opportunity is the quantified difference in production between top performers and the worker population mean. (Calls per Day) (Avg. sales per call) $72 29 32 $64 Top Agent Avg. Agent Example: UniSpan Global Call Center The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 23
  24. 24. MIO – Quick Executive Business Case Agents Stats Average Talk Time 1044 Average Hold Time 5 Average After Call Work 39 Revenue Per Contact $1,200 FCR Rate 72% Average of Top 5 Agents Average Handle Time 860 Average Hold Time 1 Average After Call Work 25 Revenue Per Contact $1,600 FCR Rate 80% The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 24
  25. 25. Webinar Recap An understanding of robotic automation in terms of capabilities, features and benefits. Knowledge of what robotic automation can and cannot do. The ability to clearly articulate robotic automation’s important role in transformation. The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 25
  26. 26. Upcoming Webinar Next Webinar: “Building a Bullet Proof Business Case for Automation Solutions in the Enterprise.” Thursday, June 18th at 11am ET The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 26
  27. 27. If you would like more information, or to see a live demo, email us at info@openspan.com Additional questions? Raun: rkilgo@openspan.com | Scott: smerritt@openspan.com follow us on twitter: @openspan join the openspan conversation! Thank You for Attending! Next Webinar: “Building a Bullet Proof Business Case for Automation Solutions in the Enterprise.” Thursday, June 18th at 11am ET

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