24/7 Automation Support
The most comprehensive, reliable and effective Support Service available in the Automation Industry.
Our Control Tower service goes beyond traditional support to ensure your automated business processes remain flexible and scalable as your business evolves and grows.
Our Control Tower Support Service is unique, offering completely tailored, global 365, 24/7 cover.
This encompasses all critical areas - platform, product and process maintenance - and is both proactive and innovative.
The service goes far beyond traditional support to both monitor and fix issues, whilst proactively uncovering latent problems and finding areas of improvement before they become incidents.
This ensures automated business processes remain flexible and scalable as our clients’ businesses evolve and their programs grow.
Control Tower is much more than a safeguard. It enables us to scale-up our investment in automation with the confidence that our platforms are optimised and that problems are identified before they become incidents that impact our business.”
CITO, Major US Organisation
Control Tower is the support provider of choice for several Fortune 100 clients, on a global scale and across various industries. It covers multiple software technologies and time zones, with key resources located in service centres in America, Europe and Asia.
It goes far beyond simply monitoring robots and provides global 24x7 365 response, identify and fix coverage. The Service evolved alongside the growth of some of the world’s largest automation portfolios. We currently manage 1000’s of processes in production and our clients stay with us year after year.
Clients experience a greater than 40% improvement to platform utilisation.
Our support averages over 96% SLA achievement for incidents and requests.
We have delivered over 90% completion across 1,000’s of processes.
Innovation
One of our key differentiators is our approach to innovation. We consistently ensure our Support Service is at the forefront of the industry when it comes to operations, process excellence and tooling.
Our approach revolves around our innovation centre of excellence and includes:
The introduction and integration of new technologies within the existing ecosystem to ensure our clients stay ahead of the curve.
Collaboration with clients on innovation and enhancements, focusing on client needs.
Innovation Labs and Workshops run throughout the year.
The assessment of third party tools or the creation of tailored in-house applications to meet client requirements.
Remote robot-monitoring is a simple undertaking, but constant monitoring, with fast response Service Levels, requires a considerable number of personnel, many of whom need to be highly experienced. Our approach has been to automate our Support service and create a ‘Virtuous Circle’ of innovation, whereby root-cause analysis of incidents is aimed at reducing repeat occurrences. These innovations significantly and continually reduce the cost of our clients’ production Support
Technology
Underpinning our service is a suite of tools that we have either developed or partnered with to provide a cost-effective end-to-end support platform.
We are tool-agnostic in terms of the technology we support and have deep expertise in the Blue Prism product suite including Capture, ALM, Decipher, Chorus, Desktop and Interact. Our database team are experts in Azure, AWS and Oracle.
We have experience in a range of BPM, CRM and IMS systems that support our service offerings including SAP, Service Now, Pega, Oracle, Appian and Opentext.