By enabling digital services to interact with RPA and allowing human interactions to be integrated in robot-driven workflows, the solution extends the automation scope to end-to-end process handling. Front-office employees and omnichannel customers can now utilise fully digitised, automated services to replace a wide range of manual customer service and technical support scenarios, increasing productivity without requiring cumbersome client installs.
Enabling a better and more streamlined customer journey
At Implement Consulting Group, we do not see RPA as a software implementation, but as a toolset that is introduced into organisations for our customers to build on. Our framework enables customers to continue the automation journey after projects are delivered, and by combining TrustPortal and Blue Prism, customers now have a larger process automation pipeline than ever before.
The trend we see in the market is that automation and digitalisation are shifting from an “enabler to save time” towards an “enabler for a better and more streamlined customer journey”.