RPA Application in customer service and enterprise application development

Robotic process automation

These days companies are applying RPA tools to software development programmes which are designed for data manipulation, interpreting transactions and communicating with other digital systems. The usage of advanced techniques of RPA automation in any area of your business would result in a growth of business revenue.

According to a study by Grand View Research, Inc, the market size for Robotic Process Automation, was valued at USD 597.5 million in 2018 and is forecasted to reach USD 3.97 billion by 2025. When converted, it is estimated to increase at a CAGR of 31.1% throughout the forecast period. That has proven that RPA has been widely used in most industries today and the rest of the article today focuses on RPA application in customer service and its benefits. 

Customer Relationships ( Customer Service)

Robotic Process Automation assists companies automate tedious tasks which increase efficiency and reduce costs. With these tedious tasks being controlled by the machines, the workers can allocate their time to investing in value-driven tasks associated with creativity, problem-solving, innovation, and connecting with the customers, thus developing the customer experience.

Little did people know that the chatbots that we often interact with via website or app come from RPA as well. The efficiency of chatbots in contact centers is proven due to bots’ capability of working 24/7 without any distraction, complaints from customers are managed without delays. Data analytics solution is another huge relief for companies that apply RPA to their workplace structure. Apart from handling redundant tasks, RPA has the ability to analyze data across systems and platforms which results in digital transformation. By capitalizing real-time data, the human workforce can now understand and interpret unorganized information easily and utilise their time to interact with customers which are often defined as a more technical process compared to responding customers’ inquiries and chat.

 Shopper (e-commerce) / online retail 

In retail business or e-commerce, several processes are taken into consideration such as reverse shipment, order status tracking, shipment, customer support, and inventory level monitoring. By bringing RPA to supply chain processes and automating logistics, the outcome turns out to be positive as the collaboration between distributors, customers, and suppliers is now improved. From An environmental point of view, it provides benefits in terms of waste reduction because this issue is considered critical lately.

Inventory management, another core part of e-commerce, the implementation of robotic process automation offers real-time information on stock levels which cannot be done via traditional methods. When inventory processes are automated, retailers can straight away view when their stock levels are low. That way the ‘stock out’ situations can be preventable thus a better relationship is made between suppliers and customers. The add-on of data analytics and intelligent automation also allows retailers to see the situation of demand and changes of support when it comes.

Enterprise Software Development

On a side note, Tao.net, the leading software development company Malaysia, is also offering enterprise software development for organizations and businesses. As an enterprise application development company, Tao understands well the functionality of Enterprise software development and its multi-disciplinary approach and it often covers the main functions such as accounting, online payment processing, CRM (Customer Relationship Management), operations, order fulfillment, and BI ( Business Intelligence). For any inquiries regarding Enterprise software and RPA’s functionality, visit us here for more info about what we do.

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