Why Use Robotic Process Automation?

Robotic process automation (RPA) can be thought of as a virtual robot “sitting before the computer” simulating the work of a human operator. Equipped with artificial intelligence (AI) and machine learning capabilities the RPA can handle high-volume, repeatable tasks which has a certain degree of logical thinking involved that previously required humans to perform. Common scenarios could include filling up a form to find information on a product, fetching customer records based on queries or even updating an information or task in a software based on inputs received from other sources.

The most advantageous feature of an RPA software implementation is that it does not require any modifications or alterations on the existing application software or systems. It sits on top of it, enabling a company to implement the technology quickly and efficiently — all without changing the existing infrastructure and systems.

The Impact RPA driven processes can create?

  • Cost Effective

    It has been estimated that using robotics cuts operational costs by as much as 25-50%. Robots can operate 24/7 and take no vacation, when compared to humans, who work 8/5 and have a pre-fixed number of annual leaves each year.

  • Accuracy & Quality

    RPA offers improved services to processes that have a high probability of human error, thereby increasing accuracy. Robots reduce the cases of re-works and follow all rules to the dot, thereby producing 100% accuracy.

  • Consistency

    Robotics is a safe, non-invasive technology that doesn’t interfere with the inherent systems and provides perfect consistency in performing the activities across the board, each time and every time.

  • Improved Analytics

    Having access to error free, accurate data from various sources would improve the quality of analytics in the process. This leads to better decision making and betterment of the process execution.

  • Increased Employee Productivity

    RPA ultimately facilitates humans and robots to do just what they excel at. As RPA frees the employees from their mundane tasks, they can focus more on client and customer interaction, relationship management and other such activities where humans naturally excel.

  • Increased Customer Satistication

    Delivering better quality of work with high accuracy and timely customer/client interaction, leads to increased customer and client satisfaction. This only adds to the goodwill of the organization.

  • Faster

    As robots are handling the execution here, a larger amount of work can be done in a relatively much shorter period. A faster delivery, coupled with accuracy becomes the norm with automation.

  • Multi-system Connectivity

    RPA makes the tallying of data and information from multiple systems possible which generates information that helps with the integration of processes.

  • Versatility

    RPA is applicable across industries and has the ability to perform a wide range of tasks. Any process that is rule based and can be defined and is repeatable makes an ideal automation candidate.

  • Better IT Support and Management

    RPA improves the operational quality of the service desk and monitors the network. This enables companies to handle short term spikes without having to deploy extra resources or provide additional training.

Ready. Set. Automate.

Industries that can benefit from RPA implementation

  • Customer Service

    RPA can help companies offer better customer service especially when combined with AI chatbots that can serve as a first point of contact between customer and the company. AI chatbots can forward requests to RPA processes that can perform preliminary tasks such as verifying e-signatures, storing scanned documents in the repository, updating the CRM database and verifying information for automatic approvals of customer requests.

  • Accounting

    Organizations can use RPA for general accounting, operational accounting, transactional reporting and budgeting.

  • Financial Services

    Companies in the financial services industry can use RPA for foreign exchange payments, automating account openings and closings, managing audit requests and processing insurance claims. RPA can help serve customers with instant offers and plans based on the information submitted which can help companies sell quickly. Financial organizations are already trying new implementations by combining AI Chatbot + RPA to upsell financial products.

  • Human Resources

    RPA can automate HR tasks, including employee on-boarding and updating employee information and time-sheet submission processes. RPA can help resolve employee complaints by handling requests and processing applications faster by organizing and forwarding information to the right authority depending on the severity level.

  • Healthcare

    Medical organizations can use RPA for handling patient records, claims, customer support, account management, billing, reporting and analytics.

  • Supply Chain Management

    RPA can be used for procurement, automating order processing and payments, monitoring inventory levels and tracking shipments.

Incepta & Automation Anywhere

Incepta – A Certified Automation Anywhere® partner specializes in consulting with companies on identifying opportunities where RPA implementation can bring significant improvements in their existing processes. Incepta is a preferred partner of Automation Anywhere®, which is one of the leading RPA platforms worldwide.

Incepta specializes in developing bots and workflows using Automation Anywhere to handle specific tasks across different industries.

The Automation Anywhere architecture can be visualized as a chain of bots working in a pre-designed workflow. A workflow can be thought of as a series of tasks that can contain conditional logic and error handling features.

The Automation Anywhere Enterprise platform allows the organization to manage its digital workforce centrally by deploying bots in key process areas giving the ability to analyze and predict operational and business metrics using real-time RPA analytics. The Enterprise platform can be envisaged as a Digital Workforce factory where RPA bots can be tested and deployed with dependency support, complete version control and rollback features.

There are three types of bots based on the type of process:

1. Task Bots

Task bots automate rule-based, repetitive task which are mostly applicable in areas like claims processing, document management, service request and response, etc.

2. Meta Bots

Meta bots are the building blocks in the RPA architecture. It is an independent, reusable logic block which is used to automate common operations, such as logging on to a system, or manipulating data.


The IQBot is an advanced tool which possesses cognitive learning skills and perform a task according to it. The IQ Bot has the capability to recognize patterns and organize unstructured data while improving its skills and performance based on its cognitive learning experience.

Any implementation of a RPA enabled digital workforce strategy requires thorough understanding of the existing organizational processes, its challenges and bottlenecks. Incepta with its experienced consultants can help organizations define their digital workforce strategy by designing a well thought out workflow and program bots to automate specific tasks that eventually increases organization productivity and profitability.

How Salesforce Automation with RPA can drive Productivity

Today CRM systems like Salesforce are an integral part of any small, mid and large organizations. However, management of these systems have been a challenge and requires companies to allocate a large number of resources. This leads to overall increase in expenditure due to resource allocation and serves as a detriment to businesses from taking advantage of CRMs. Furthermore, productivity is limited by the number of hours human resources can be allocated towards such tasks and heavily depends on the performance and ability of the individual resources.

Even for businesses that are using this piece of software, productivity rates have been quite low for the past many years. Therefore, it has become important for organizations to identify major bottlenecks related to CRM and increase their overall productivity.

How Robotic Process Automation is changing the CRM landscape

With advances of Robotic Process Automation and its ability to create a parallel Digital Workforce that can demonstrate cognitive capabilities, organizations are increasingly looking to integrate key roles like marketing, sales, order processing, distribution and accounting activities by using Digital Workforce.

This trend does not appear to be slowing; rather, it is accelerating at a fairly rapid pace. Companies that are focused on customer experience are increasingly considering RPA as an important player to streamline their critical, customer-facing processes.
(Source: https://labs.sogeti.com/how-rpa-is-transforming-crm-erp/)

Some potential application areas of robotic process automation in Salesforce:

  • Automated data entry via RPA bots in Salesforce
  • Quick data search based on customer or sales or enquries in Salesforce CRM
  • Report generation for support tickets
  • New Account or Contact creation
  • Adding notes against new contacts, leads or accounts
  • Integrating Salesforce with other business applications without any changes to the existing software systems
  • Syncing CRM data with legacy systems and other applications

From account creation, customer service, contract management and quote systems, RPA can streamline a number of CRM activities.

Robotic process automation in Salesforce has a lot of promise, demonstrating its capability in various customer-facing tasks. RPA can definitely become a huge differentiating factor for companies that are focusing on increasing the productivity of their sales, marketing and customer support team..

If you have any queries related to RPA integration with Salesforce, Incepta a certified Automation Anywhere and Mulesoft Partner will be happy to assist you.

Ready. Set. Automate.