For a small or medium-sized business to remain competitive in a market controlled by large conglomerates, with huge resources and an IT infrastructure that allows them to easily collect, process and consolidate large amounts of data, it must, like its competitors, find a way to cope with the flow of information and get the most out of it as quickly as possible. Today it is not the big ones that wins over the small ones, but the fastest ones against the slow ones.
Nowadays, consumers change their expectations rapidly, which in turn changes the tasks for our internal processes and it is vital to adapt to the new needs in a timely manner if we want to survive and be successful.
At a time of continuous technological revolution, the repetitive tasks performed by humans are increasingly replaced by machines and software solutions. Companies have no choice - they have to automate their activities in order to be able to stand a fighting chance or stay stagnant and surrender to the competition.
It is here that the automation of processes with software robots comes to the rescue as a tool that makes it possible to adapt the business to a new way of working. Moreover, RPA facilitates human capital by letting software "robots" work with higher productivity, fewer errors and costs, and frees up time for the people to focus on tasks that require a higher level of intelligence, professional expertise and business judgment. This human intelligence and complexity of thought is unique and no robot can simulate it yet.
For small and medium-sized businesses, the use of RPA is an opportunity to offer a high level of service to the ever-increasing number of customers and ever higher customer expectations at lower cost. RPA helps them, for example, collect and analyse data about their users quickly and accurately, create more successful advertising and customer experience strategies, facilitate the online payment process, or track all invoices and payments from various sources received in different formats.
In recent years, we have seen a trend for customers to turn to internet first for their searches. Thus, online presence is the first point of contact with the customer. That is why it is extremely important not only to provide a customer experience, but also to make it unique and impressive for the user. This, to some extent, puts small and medium-sized businesses at a disadvantage, as large corporations have more resources, allowing them to quickly and successfully redistribute their marketing and online trading budgets to meet customer demand and needs.
Software robots could help small and mid-sized e-shops automate those processes, become faster and compete with the bigger players on the market.
RPA tools can help companies improve customer care against the current change in customer expectations. Software robotics can optimize customer service processes by laying the groundwork for new solutions such as chatbots and virtual agents capable of answering common queries and cases that customers have. This leads to improved service without the need for additional staff and at the same time facilitates and improves the work of employees.
RPA helps small and medium-sized businesses compete with large corporations by automating time-consuming, repetitive tasks, reducing the likelihood of errors in their execution, and minimizing the need for human intervention.
Although software robots are applicable in many business areas, it is best for small companies to start using them for automation of critical business processes first, where they would have a significant effect in the shortest possible time.