Understanding the importance of DPA and its role in customer value services
Businesses now understand the need to rapidly automate their processes and operations as a part of digital transformation and to have the edge over their competitors. Hence they are currently focused on digitizing themselves to fit in the current demand of a customer-centric and responsive business model. According to Forrester, 73 percent of consumers say that valuing their time is the most important thing a company can do to provide excellent customerexperience.
In the current scenario, adapting to evolving changes in the market is as essential as enhancing and optimizing the business processes. So, enterprise heads are investing in revolutionary technologies like Artificial Intelligence, big data analytics, machine learning, and others to bring transformations on several levels and push to better productivity with higher profitability and ROI. As a result, companies need to build digital business platforms that are resilient by reimagining business processes, energizing legacy applications, and accelerating business outcomes to survive in thesecompetitive times. This is where Digital Process Automation (DPA) shines best.
In technical parlance, DPA is the exercise of digitizing business processes and data under a unified umbrella of integration and then automate those processes for users at any skill level. It is the fast emerging and evolutionary aspect of the traditional Business Process Management (BPM). In BPM, the goal is to make sure that business infrastructure is robust and is aligned to achieve maximum efficiency and cost containment.
DPA is centered on automating or partially automating business workflows that require human interaction like in sales, finance, marketing, management, record filing, IT, and production. A McKinsey report states that around 45 percent of regular work could be automated for practically any position. DPA delivers and supports a variety of process-driven applications that address complex business needs, while concurrently present an adaptable platform for fast building and deploying customer-centric applications. In short, it is a route towards business excellence. Apart from that, it also maintains transparency in the processes, fosters smoother collaboration, and provides rapid user response. DPA is also used in customer onboarding, purchase orders, and credit approvals to keep workflow documentation updated.
While people confuse it with RPA (robotic process automation) and BPA (business process automation), DPA is a different practice altogether. As mentioned earlier, DPA is focused on improving customer experience and aims for dynamic automation of customer-journey processes. However, RPA is about eliminating the need for humans to complete rote, unskilled or low-skilled tasks. Meanwhile, BPA looks for technology-enabled automation of activities that accomplish a specific function or workflow. It is very time-consuming, even when you use BPM software.Either way, it is important to note that a successful digital transformation strategy combines RPA, BPA, and DPA to support comprehensive, end-to-end process automation that can be dynamically and continuously improved at run-time to enhance the customer experience.
Some potential benefits of DPA include reducing operational costs and the time spent on repetitive tasks along with higher adaptability.When DPA enables employees with access to the necessary information and critical process insights in advance, they are free to concentrate on tasks that require more top-notch cognitive skills. It also augments accuracy by eliminating situations where the documents may be displaced, or process steps might be missed, or other human-caused errors. It also minimizes the process turnaround time (TAT) and improves process service level agreements (SLAs).It also boosts employee satisfaction.