Secrets to RPA Success in Shared Services

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Robotic process automation (RPA) has the potential to elevate the performance and contribution of shared services organizations. Yet, fully realizing the benefits of RPA in shared services requires a thoughtful and measured approach. In an email interview, Anshu Gupta, head of global people services at Swedish Telecom company Ericsson explained to APQC how Ericsson leverages RPA in shared services and what steps he attributes to the organization’s success.

Learn more about RPA in shared services by watching APQC’s on-demand guangdong mobile numbers list webinar in which Anshu Gupta presented: How Robotic Process Automation Can Transform and Accelerate Shared Services.

Robotic Process Automation Definition

APQC: How does Ericsson use RPA in its shared services centers?

Gupta: We have always aspired to make ourselves much more efficient, reduce non-value add manual activities, and achieve high stakeholder satisfaction. We are using RPA in high-volume, non-seasonal, and low/no decision-making processes as it allows us to systemize simple and repeatable tasks. Early wins have been made over the last couple of years with many simple processes being automated. We use high domain/subject matter expert (SME) knowledge to create RPAs which are front loaded (i.e. configuration changes can be made by the end users in real time, based on the changing needs of the process/stakeholder). We are seeing a good uptake of this in our delivery areas.