How Back-Office Leverages Automation

CIO Review Europe | Thursday, August 12, 2021

The conventional wisdom regarding the management and support of business processes is experiencing a paradigm change.

FREMONT, CA: Numerous tedious, repetitive, and labour-intensive processes in back-office sectors centre may be accomplished more quickly, precisely, cost-effectively, and efficiently with automation.

Organisations will continue to increase their automation as they re-imagine how back-office jobs are allocated and performed. Information architecture (IA) will be implemented across functions and boards, dramatically affecting and reshaping how people work today. Automation can manage entire company processes, including the most challenging activities. This enables human resources to focus on providing insights that offer qualitative value to decision-makers.

The following are a few excellent examples of back-office automation that are ripe for change.

Human resources: Employee data management

Employee data management is one of the most transaction-intensive activities in human resources. Data modifications and requests originate from a variety of systems, and they include various stakeholders across divisions.

According to Deloitte's 2017 Global Human Capital Trends survey, 22 percent of the most successful human resource firms are now implementing or have used automation, compared to just 6 percent of the least successful organisations. According to a Deloitte report, almost half of HR global shared services executives believe RPA will generate savings of between 10 percent and 20 percent for their firms, with 9 percent anticipating savings of 40 percent or more.

Automation can assist in bridging the divide between these disparate systems by initiating notifications or new workflows to engage the appropriate teams and departments. All of this can be accomplished with a minimum of cycle time and without error.

This frees up HR to develop a holistic and fulfilling employee experience throughout their tenure with the firm, from onboarding to engagement as a critical contributor to its success.

Information technology: Service desk

Typically, the IT service desk manages service requests, incidents, problems, changes, asset management, and reporting. A substantial portion of these requests is highly transactional and repeated. Manually addressing them frequently results in a less-than-optimal employee experience and spends significant resources on time-consuming, transactional, and regular chores.

IT service desks must adapt to be proactive in their problem resolution, utilising analytics and intelligent automation to anticipate and resolve issues as they arise. Automating the transition from a reactive to a visionary state is possible.

Intelligent automation can assist IT in ensuring business continuity by automatically triaging and sending incoming tickets to the appropriate queue. Password resets, and other frequent issues can activate specific bots that address them automatically via an IT-approved protocol. This hands-off approach to ticket settlement will allow up IT to focus on strategic priorities that advance innovation.

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