Shared services functions across all industry sectors are undergoing many of the same, unrelenting business pressures. While continuing to deliver cost savings and process efficiency, they are also expected to provide innovation and even transformation for their internal ‘clients’. One powerful way Shared Services teams can achieve all these goals is by applying Process Automation to how they deliver labour intensive and rules-governed, screen-based tasks.
In fact, recent survey results from the Shared Services & Outsourcing Network (SSON) show many shared services functions are already beginning to implement technologies, such as process automation, into their delivery mix.
Robotic process automation is ideal for many of the business functions that shared services organisations are traditionally providing. These functions include front and back office operations such as:
The benefits process automation provides to such operations are:
In addition process automation is an enabler for other technology-led initiatives. Typically, large organisations use enterprise platforms to provide the core data and processing for shared services of all types. However, with long lead times to implement and long payback periods, the enterprise systems lack the flexibility and adaptability to respond quickly to economic, market and organisational change. Process automation is a key enabling technologies that can liberate an organisation from the effects of the “long tail of change”*.
Given the cost, productivity and efficiency benefits it’s easy to see why the SSON believes the utilisation of process automation in the service delivery mix is inevitable and, in our view, poised to provide the operational transformation large, complex businesses are calling out for.