Building RPA solutions for customer-oriented processes automation

Abstract

The concept of work has changed during the last decade when the process automation has gained an increased importance in the strategic agenda of companies. Robotic Process Automation (RPA) has emerged as a fundamental productivity enabler in several areas, such as: finance, human resources, Customer Relationship Management (CRM), administration and procurement. The authors defined as the objective of their research the exploration of RPA benefits in the CRM and finance domains through the development and implementation of an RPA solution. The solution provides support to the customers by offering them structured sales information that companies report on a regular basis. An important aspect which is also addressed in the paper is how the traditional customer-oriented services, such as: call centers, web sites and e-commerce interfaces might be automated via RPA solutions. The research findings confirm that RPA is a technology that might supports customers in their decision-making processes.