Knowledge Base
The Value of Business Support
- By Nidaros
For our newsletter, Michel Boertien was interviewed about the working methods of Business Support. What role does Business Support play, and what added value does this department offer to clients? With this interview, we would like to explain that in more detail.
A typical workday in Business Support begins with switching on multiple screens. Robotic Process Automation (RPA) works day and night, even at moments when no one is physically present. It may happen that the robot is hindered in its tasks during office hours. Nidaros’ Spider is built to record all actions of the robot, which is why at the start of the day, the processes executed overnight are reviewed first.
If any irregularities occur during the robot’s work, they affect the progress of the rest of the process. Since it is not possible to “speak” to the digital employee, action must be taken in a different way. Michel explains that the first step is to investigate whether the client request can be resubmitted to the robot. If that is not possible, a suitable solution is sought together with the client.
Visibility into the invisible
Monitoring the processes executed by the robot is only part of the job. Spider provides insight into the data and processes RPA works with. The work of the digital worker is largely invisible, but with the software, parts of it become visible. Michel explains that the screens on the wall show information with a delay of five minutes, while real-time monitoring is possible on the computer. This gives clients the advantage of being able to intervene immediately when issues arise.
Spider collects important management information, which can be compiled into daily, weekly, or monthly reports. Useful for both the client and Business Support. When asked what kind of information these reports contain, Michel answers:
“The reports provide insight into the types of client requests, information about the actions performed by the robot, the time and cost savings compared to an employee in FTE, agreements made with the client, and more. Soon, clients will be able to easily access these reports themselves through SharePoint to view the collected management information.”
More than monitoring
With the services provided by Nidaros, we aim to facilitate more efficient work. RPA takes over repetitive tasks. With the right oversight from Business Support, this can continue around the clock.
The department does more than just monitor. The team has a complete overview of the robot and its activities. In addition to monitoring, the staff also handle:
process management
SAIO installations
Spider installations
development
onboarding of new clients
In short, Business Support makes a crucial contribution to the efficiency and reliability of RPA. The work continues constantly, and the robot is never sick — but that only works if the right guidance is in place. With Business Support, we ensure issues are prevented or detected early. The department also provides essential management insights and the right support to make RPA as effective and efficient as possible.
Curious about the possibilities of RPA?
Feel free to contact us. Together, we will look at the possibilities of RPA within your company.
Tags:
- Automation, Data, Process Design, RPA, SAIO, Spider, Team, Update
