Robotics Process Automation - It's Time To Automate The Help Desk Industry



By Jay Khan on 30 May 2018

In the quest of finding the best ways to ensure the productivity improvements, every company is on the outset of implementing advanced digital technologies in their IT infrastructure. Robotic Process Automation (RPA) comes as a bliss in such scenarios. RPA helps enterprises by focusing on their needs, workflow, ongoing processes, etc. and seamlessly implementing the automation of the repetitive tasks, which do not require any human interventions.

I pretty much believe that it’s a waste of manpower, doing mundane tasks on the daily basis without any innovation. It is time we rely on technologies like Robotic Process Automation for such repetitive tasks and free human agents to get involved with work which demands reasoning and emotional intelligence.

Backed by EVC Ventures, BlackBeltHelp, a leading EdTech company, uses automation to provide tailor-made IT Help Desk, financial aid, admissions and enrollment, student retention helpdesk services to more than 200+ universities and colleges across the United States. Automation has helped many institutions excel in more ways than one could think of. Following are the key impacts of Robotics Process Automation on the IT Help Desk:

Automating ERP System - Robotics can help in automating your ERP systems. If you enter some data in the ERP application and the data gets uploaded on SharePoint, the RPA tool will notice the updates, recognize the data requirements and will enter the same into your ERP. Eventually, you’ll be notified via email about the completion of the process.

Better Operational Efficiency - With the automation of help desk industry, there will be minimal to no human errors involved. The errors made by agents due to tiredness or carelessness will be eliminated, ensuring a visible proliferation of operational efficiency.

Utilizing Manpower - With the help of robotics, service agents are not required to carry out the repetitive tasks. Thereby, they can be utilized for more valuable processes, especially, where the automation cannot serve the purpose.

Better Customer Experience - RPA solutions are designed to provide a better user experience. With the help of RPA, users can get notifications for any update on the system. For instance, users will be notified of any drop in the running processes or the status of their requests or raised tickets.

Implementation Ease - One does not need to buy a new software or upgrade the whole infrastructure to deploy RPA. It can be easily plugged into the existing IT infrastructure. RPA can easily automate the tasks on your running software. Along with that, there is no need to train or re-train the employees for running any process. Enterprises do not need to hire people with coding abilities to manage the system.

Reduced Costs - Robots can replace the full-time serving agents, performing the tasks which do not demand human touch. In general, the average cost for a level 1 service desk engineer is $22, which clearly reveals the expensive side of manual workload. Howbeit, RPA can reduce this major everyday cost and still serve the urgencies.



The Bottom Line Is

Robotic Process Automation holds the ability to improve the quality of the services, reduce inept costings, and enhance the productivity & overall efficiency. However, recognizing its full potential holds a great importance at the same time. Today, where organizations are rummaging around to introduce new technological solutions into their systems, RPA comes across as a powerful tool, ensuring significant ROI & operational success by shrinking the risk rates. With the increases in RPA inclusion by leading organizations, we can easily foresee the sophistication and prevalence RPA can bring along in the time to come. What do you think?

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