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RPA is Transforming the Customer Management Processes in India

July, 2019

Enterprises are in need to carry out various back-end processes to respond to customer queries and for transaction management. RPA is witnessing significant interest due to its capability to reduce huge workforce for handling customers. India is investing substantially in intelligent automation, which will also assist in cost-cutting for many enterprises, and India is expected to follow the US and the UK in terms of large scale deployment of RPA bots.

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RPA is expected to boost the operations with the integration of various other enterprise applications and CRM software. It helps to save enormous time in streamlining workflows and serve customers 24/7 without supervision. The players are competing among themselves for the lion's share in the market. The adoption of RPA in the BFSI sector is highest and is growing considerably in the telecom & media sector.

The increasing need to enhance back-end operations and customer satisfaction are driving the growth of the RPA market. UiPath, Blue Prism, Automation Anywhere, Kyon, and WorkFusion are few of the companies leading in the market. The RPA vendors in India are focusing on quick building and deploying of bots. These vendors are assisting organizations in optimizing day-to-day activities with minimal scope of errors. Many more organizations are expected to leverage software bots to boost their profit margin in the next 6 years.

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The major deployments of RPA are witnessed in rule-based repetitive tasks with fewer complexities in processes. Desktop automation and imitating human activities to carry out business processes by software are bringing in a whole new experience in BPM. The market is relatively new in India; however, it has great potential to move ahead with greater penetration with Automation Anywhere and UiPath expanding their marketing activities in India. Scalability of RPA is an area where companies are expected to face challenges as there are system integration and deployment issues that come up while managing multiple enterprise applications with RPA bots.

– Swarup Bhowal
ICT – Research Analyst
Infoholic Research