FOCUS ON KEY
BUSINESS AREAS

FOCUS ON KEY BUSINESS AREAS

With the majority of the more routine and repetitive tasks being automated, employees can focus their efforts on the most complex areas, increasing their value to the business and the customer. The staff will typically move up the value chain doing more complex, judgement-based tasks while lower-value tasks will be automated. As Lukas Hebeisen, Head of Technology and Digital Transformation at Swiss Post Solutions, explains, “the background noise is handled by automation, but the more complex cases, or the high-emergency or high-profile cases, are completed by people.” This has the potential to improve operational excellence and also increase employee satisfaction. According to a survey of information workers, 78% said automation could help them to focus on the more interesting elements of their job, and 72% said it would enable them to do more valuable work.12

Figure 5: Survey of information workers

SCALABLE BUSINESS PROCESS TRANSACTIONS

A hybrid BPaaS platform also has the advantage in that once implemented, as a set of modular functional elements, it can be scaled up and down to meet volume variations caused by seasonality and business triggers, such as new product campaigns. This flexible capacity is especially useful in businesses that can experience sudden peaks and troughs in demand. What’s more, the automated business processes can be de-coupled from the legacy systems, working in unison with existing systems. This is important as it means that when it comes to digitalization, companies do not necessarily have to go through extensive re-platforming or IT investments. As a result, new processes can be built and implemented extremely quickly.

Figure 5: Survey of information workers

SCALABLE BUSINESS PROCESS TRANSACTIONS

A hybrid BPaaS platform also has the advantage in that once implemented, as a set of modular functional elements, it can be scaled up and down to meet volume variations caused by seasonality and business triggers, such as new product campaigns. This flexible capacity is especially useful in businesses that can experience sudden peaks and troughs in demand. What’s more, the automated business processes can be de-coupled from the legacy systems, working in unison with existing systems. This is important as it means that when it comes to digitalization, companies do not necessarily have to go through extensive re-platforming or IT investments. As a result, new processes can be built and implemented extremely quickly.

“We are able to offer our customers, at any given point in time, the leading technology for the problem”

Lukas Hebeisen, Head of Technology and Digital Transformation at Swiss Post Solutions

Also, a well-designed BPaaS platform will include a number of integrated technology solutions that have been tested in real-life cases and are best suited for the tasks. As Hebeisen states, “we are able to offer our customers, at any given point in time, the leading technology for the problem.” This helps to reduce risk for a company that may not necessarily have the in-house experience to select the most effective tech solutions and then, crucially, enables them to integrate the technology into their workflows. As Hebeisen continues, “very often, also, they don’t have the amount of user cases to really gain the broad experience they need to develop best practice by themselves.”

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Business process excellence is a journey. If you are interested in finding out how a BPaaS solution can help you combine the best aspects of digital technology with the advantages onshore, near-shore and offshore labour, in a single platform, then fill in your details and one of our solution architects will be in contact.