Before and After Robotic Process Automation

We love “before and after” pictures.

A house that’s fallen into disrepair can be renovated into a design showpiece. An abandoned, malnourished puppy can be nursed back to health. A closet or garage can be organized from a complete mess into a system that is easier to use day in and day out.

Why are these contrasts so appealing? Because they us to see the potential in a way that can inspire us to tackle a similar change with the expectation of similar positive results.

The same is true with written case studies. We value the information that is shared from the customer’s viewpoint that articulates what the previous challenges were, what actions were taken to address those problems, and the business benefits and ROI realized.

Organizations using Robotic Process Automation (commonly known in the industry as RPA) see the before and after results of each new automation firsthand. (What is Robotic Process Automation? View this short video to learn more.)

Here’s a before and after example from an organization using RPA:

The customer service department of a multinational technology company needed to migrate their customers to new service contracts at the end of the current term as part of the renewal process.

Before they implemented RPA, the employees in the group would need to manually transfer the customer’s information from the old contract to the new one and then send it out.

The company used Robotic Process Automation to automatically process more than 65,000 service contracts, migrating them to the new documents upon renewal.

The “After” view showed a big change—the time for each transaction went from 12 minutes down to 7 minutes, improving productivity more than 40%. As an even more important benefit, however, the improved accuracy in the new contracts migrated by the RPA software robots led to improved customer satisfaction and reduced cost of operations.

Want to learn more? We’d love to share more before and after stories with you.

Read our Executive Perspectives: Prioritizing Your Organization’s Processes for Automation or contact Verint today at

The post Before and After Robotic Process Automation appeared first on Customer Experience Management Blog.


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