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

Welcome to Today’s Webinar: The Light Bulb Moment –

Learning to Identify Robotic Automation Opportunities

Thursday, May 7th , 201511:00 AM EDT

The Light Bulb Moment – Learning to Identify Robotic Automation Opportunities 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.

FEATURED PRESENTERS

Scott MerrittEnterprise Transformation

Executive

Raun KilgoEnterprise Transformation

Consultant

Chris WhiteTechnology Delivery

and Operations Architect Allstate


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.


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.


Robots vs. Humans

Math RapportTrial & Error

Rules

MatchingEmpathy

Retrieval UnderstandingSpeech

Vigilance24/7

Storing Data

Interpreting ImagesInspireHeuristicsAlgorithms


Current State of OpportunityMix of Human-Required and Fully Automatable Steps in a Task

Full AutomationPartial AutomationLean Manual


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


Enter Account #Sign On

Web Enter New

Application Info

EndStart

Task Level Diagram

Paste

Verified

Process Cycle Time 3 Minutes

Clie

nt /

Se

rver

Mai

nfra

me

CRM

Paste

Sign On

Open Web Page

Copy Cust Info

Enter Acct#Sign On

BAlt 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


Enter Account #Sign On

Web Enter New

Application Info

EndStart

Task Level Diagram

Paste

Verified

Process Cycle Time Reduced to 20 Seconds!

Clie

nt /

Se

rver

Mai

nfra

me

CRM

Paste

Sign On

Open Web Page

Copy Cust Info

Enter Acct#Sign On

BAlt 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


StartUpdate

Customer Info

A CB

Customer Record Found

A1

B1

C1

Alt Tab

Alt Tab

= Automated Step


YesNo

No YesYes

Yes

Yes

No

No

Proc

esso

r

Start

Sample Fragmented Back Office Process

Supp

ort S

ervi

ces

Proc

ess

CRM


End End

Start

End

End

No

12

Yes

Yes

No

No

Sample Fragmented Back Office Process


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



SalesForce

Application Usage Timeline

Pega

Attachmate

Microsoft Outlook

Microsoft Excel

Productive Other

Non-Productive

Idle

IdleNon-ProductiveProductive



SalesForce

Application Usage Timeline

Pega

Attachmate

Microsoft Outlook

Microsoft Excel

Productive Other

Non-Productive

Idle


Identifying Algorithmic Activity to AutomateWork InstructionsCompany 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 WalkerOpenSpan StaffingCNAAlpharetta Automotive

If charge is… And if documentation or description Then…

$20 or less Override B207 and pay customer.

Between $20.01 and $50.00A 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.


How to identify good candidatesfor automationDiscuss checklist with SMEs and then observe the process live

We look for tasks or processeswhere 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


Measurement approachCriteria 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


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


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


Opportunities are Everywhere

WireTransfer

Fraud Deposit

StatementReconciliation

DeductiblePayment

DisputeResolution

Credit CardSign up

WeddingRegistry Setup

Order PoliceReport

ClaimRepair


Transaction OptimizationRobotic 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


Baseline Statistics - GeneralQuestions 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

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


MIO – Quick Executive Business CaseAgents StatsAverage Talk Time 1044Average Hold Time 5Average After Call Work 39Revenue Per Contact $1,200FCR Rate 72%

Average of Top 5 Agents

Average Handle Time 860Average Hold Time 1Average After Call Work 25Revenue Per Contact $1,600FCR Rate 80%


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.


Upcoming Webinar

Next Webinar:“Building a Bullet Proof Business Case for Automation Solutions in

the Enterprise.”

Thursday, June 18th at 11am ET

If you would like more information, or to see a live demo, email us at [email protected]

Additional questions?

Raun: [email protected] | Scott: [email protected]

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

mailto:[email protected]



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

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