Much has changed in the world in the few short weeks since we hosted this year’s Blue Prism Pulse user event in Sydney. So, it seems to me that the focus of the event – ‘moving from Digital to Cognitive Transformation’ when it comes to RPA – has never been more important as enterprises look to navigate through 2020 and beyond.
As outlined in my opening remarks, scaling RPA is no longer an issue of capacity. Instead, it is contingent on how well enterprises can leverage the IP within their own organisations to drive forward adoption and evangelize what is possible. This was a key theme of the day , exploring how Blue Prism is driving the adoption of RPA through Blue Prism DX (Digital Exchange) and our Technology Alliance Program (TAP) to help enterprises across Australia and New Zealand achieve exceptional business outcomes. And we know from feedback that attendees took home with them many useful insights to help accelerate and expand their own RPA deployments.
We were privileged to welcome Telstra’s Tim Barnes, Intelligent Automation CoE – Principal as our keynote speaker for the day. He generously and comprehensively walked the audience through Telstra’s RPA journey and learning curve which has seen them deliver an extraordinary number of man hours back to the business. What would have been a surprise to many was Tim’s demonstration of how his team with Avanade combined the power of Blue Prism with Azure LUIS, Azure Machine Learning and Microsoft Flow to deliver a very Cognitive-based approach to customer service. Detailing the establishment of a Blue Prism Training Academy, setting up three centers of excellence, and ensuring the company’s ability to rapidly scale, Tim’s presentation was both informative, enlightening and, judging by the audience’s response, very inspirational.
Following on businesses including NAB, NBN, Lion Dairy & Drinks and Computershare, along with our technology partners Microsoft, ABBYY and our sponsors Signavio, outlined best practices and learnings for Heads of RPA programs and general practitioners.
Lion shared two significant and unexpected benefits they realized with their RPA deployment, inspiring and encouraging other enterprises when considering the Art of the Possible. The first was an ability to track and trend KPIs to enhance the customer experience thanks to the visibility gained by automating their Claims Process. Additionally, their RPA deployment enabled them to provide collaboration across their whole Claims Management team using SharePoint. This, in turn, allowed everyone in the team to see the progress and status of all claims, which resulted in faster, more informed and accurate conversations with customers, which further boosted customer experience.
Undoubtedly another highlight of the day (aside from the evening rooftop cocktail party) was announcing the three deserving category winners of the ANZ Use Case Competition.
Most Innovative Automation: Fonterra
The Fonterra team deployed ‘Arnie, the Terminator Bot’ to transform the way it determined which products could be used to supply which global markets, when it came to food regulatory policy. Fonterra is one of the world’s largest dairy producers and we’ll be sharing an in-depth case study about this deployment in a future blog post.
Best use of Technology Partners in an Automation: Auckland Savings Bank (ASB) for their Home Loan Broker Management (with TAP partner ABBYY)
ASB simplified and standardized Home Loan Applications by automating loan application processing to significantly reduce turnaround time and effect fast decision-making using ABBYY OCR technology which was trained to read and capture the fields from structured and standard documentation received, including passports, birth certificates, payslips and PDFs. ASB is a subsidiary of the Commonwealth Bank of Australia and they’re certainly leading the way. If there’s a shift from Digital to Cognitive Transformation this is one – a digital worker who can type, read, comprehend and process.
Highest ROI for an automation: Revenue NSW
Revenue NSW harnessed RPA to help deliver on the governments’ productivity mandate, saving thousands of hours work, improving accuracy and freeing up its team to work on higher value tasks. A very simple process, using a few Digital Workers with a staggering return to the rate payer! Once again, we’ll be sharing further details on this deployment soon.
Blue Prism Pulse was a sell-out. So, on behalf of the team I’d like to thank all the speakers, congratulate our award winners and acknowledge just how quickly ANZ businesses are recognizing, embracing and adopting the shift from Digital to Cognitive Transformation.