Robotic Process Automation

Robotic Process Automation or RPA is an automation technology which can drive efficiency and productivity. The leading RPA solution vendors have developed technology which enables business processes to be automated in weeks, which previously would have taken much longer to achieve. Having been proven in a wide variety of use cases from customer service to finance operations, we expect RPA to be one of the breakthrough technologies of 2019 in middle market companies. Although RPA technology was initially adopted by the financial services sector, it now has wide ranging industry applications.

What is RPA?

Robotic Process Automation (RPA) uses software to automate repetitive, rules-based business processes. Often referred to as 'digital workers' or 'bots', the software can be configured to emulate or mimic how humans interact with your existing IT systems and digital tools, interacting with them as a human worker would. 

This has the benefit that RPA does not require you to change your underlying business software (ERP, CRM, other systems and databases) and can be used to augment your workforce as well as to automate processes. The software bots can be configured to perform routine tasks such as: 

  • capture, interpret, transfer and manipulate data across multiple systems;
  • trigger alerts and communications across or between systems;
  • process transactions through system(s) such as invoice settlement, supplier set-up, employee set-up etc; and
  • respond to basic queries from customers or employees.

This is by no means an exhaustive list.

As well as delivering process automation, RPA is being combined with elements of Artificial Intelligence (AI) such as machine learning and natural language processing to allow digital workers to learn and improve over time, and to automate more complex tasks. This is a fast-moving area which our specialist consultants can advise on.

What are the benefits of RPA?

RPA offers considerable benefits in relation to business efficiency and productivity. The bots themselves are relatively low cost both to purchase and configure, and can be implemented relatively quickly – certainly in a fraction of the time it would take to change underlying systems, or to retrain staff.

Typical benefits include:

  • efficiency improvements;
  • reduction in human error;
  • improvements service quality and in the customer journey;
  • the ability to remove the mundane aspects of peoples jobs and allow them to focus on more value added activities;
  • the ability to scale business processes without adding headcount; and
  • a digital workforce that can work 24/7, 365 days per year.

How can RSM help?

RSM can support you through every step of the journey, from advising on how to get started, through to scaling up your own digital workforce. Our partnerships with some of the leading RPA vendors can put you in a position to deploy RPA to your business without having to build all the skills needed for this in-house.


NICE and RSM’s strategic partnership exists to enable us support our clients to benefit from the productivity and scalable growth opportunities that Robotic Process Automation (RPA) and a digital workforce present.

Contact Darren Mee to discuss how RSM can help develop and implement RPA for your organisation.

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