Raise the bar—self-service your IT solutions with hybrid cloud and automation

By | 6 minute read | October 9, 2020

Automation makes everyone’s lives better, and it gives them the gift everyone wants: Time.
Rob Thomas, Senior Vice President, IBM Cloud and Data Platform

Today, organizations try to strike the balance between innovating and maintaining critical business operations while also reducing costs without compromising security or customer engagement.

Automation gives people the gift of time. It helps improve experiences, productivity and operational efficiency. It underpins and spans workflows across organizational boundaries to improve outcomes. And it allows you to automate more types of work faster and at a lower cost.

Let’s take a look at two very different scenarios.

A few years ago, an insurance company strategically decided to invest in automating their business operations. The company was able to:

  • Automate and digitize their manual claims estimation system
  • Implement a mobile capture solution to allow customers to submit videos and photos of their claim easily
  • Enable secure mobile access for claims estimators to access the claims system from anywhere on any device

Meanwhile, another insurance company did not invest in automating business operations. They believed that it was too complicated and didn’t know which processes needed to be automated. Their stakeholders did not want to take ownership and management believed that automating processes could eliminate personal responsibility. Bottom line, they could not see the potential for automation, therefore, most of their processes remained manual. They missed the opportunity to:

  • Automate their claims estimation system
  • Build an app to enable customers to submit photos and videos directly from phones
  • Provide employees with secure mobile access

Fast forward to 2020: When the COVID-19 pandemic hit, their operational gaps were exposed. They found themselves in a race against time to automate in order to remain operational and competitive in the market.

So, what made the first example decide to automate? They recognized that you can bring together people, process and tools for the benefit of business agility. Automation helps you:

  • Minimize human errors, by giving employees time to work on more valuable strategies for their customers
  • Improve task processing and customer experience
  • Improve workflow efficiencies when employees use time for understand the outcomes to make the correct changes

The choice to implement a business automation solution helped the first insurance company deliver growth and build a resilient organization. Their thinking forward and planning paid off. A recent IBM Institute for Business Value study Automation and the Future of Work shows that “80 percent of organizations scaling intelligent automation expect to outperform the competition in profitability within three years”¹ .

These two examples are the reality of today. Trends across the globe show and validate that automation in business operations is a critical need. Automation is designed to provide the resilience and intelligent edge that is required to endure the impact of the ever-changing economic situation.

Intelligent Automation is inevitable; it will fuel the future of work in every industry in every business.
Ronan Dalton, IBM Ireland CTO

Automate for business success
By taking advantage of best-in-class management software, IBM Hybrid Cloud  and Automation can be delivered with less complexity. The end result is that the enterprise can reap the many benefits that may include increased cost savings, business agility, helping lead to competitive advantage, productivity and innovation.

IBM Hybrid Cloud offers clients a single set of AI-infused automation software and services, including data capture, workflow orchestration, decision management, monitoring and reporting. This helps companies design, build and run intelligently automated business processes and IT operations.

The intelligent automation opportunity
In today’s digital era, companies are looking for new ways to create new business models, deliver new services and lower costs. The need to drive this transformation is even greater now, given the uncertainties of COVID-19.

IDC predicts that by 2025, AI-powered enterprises will see a 100% increase in knowledge worker productivity, resulting in shorter reaction times, greater product innovation success and improved customer satisfaction².

IBM takes a step further in helping clients accelerate automation to more parts of the organization, not just to routine tasks, but also to more complex tasks so that employees can focus on higher value work. With the acquisition of WDG, IBM integrated over 600 pre-built robotic process automation (RPA) functions from WDG Automation into Cloud Pak for Automation, helping businesses turn insights from AI into automated actions, available on any public or private cloud, or on premises. You can learn more about the acquisition in this blog.

The IBV study also highlights that automation with AI will release USD 134 billion in labor value in 2022. It points out that 84% of the global executives say they won’t achieve their growth objectives without scaling AI, as they accept the fact that they need to make the digital transformation to jumpstart growth, speed time to market, foster innovation and spend time wisely.

Current situation
The market dynamics and priorities are very different in the current environment. IBM recently researched to synthesize the most common business and operational challenges that organizations face today, and developed programs and offerings to help our customers quickly address these challenges.

Three key operational challenges exist in the market today:

  • Volatility in customer demand, which requires the ability to quickly scale up or down.
  • Industries are being disrupted, which means our customers require rapid creation of new product services.
  • Employee productivity challenges: the ability to get the work done in a remote working scenario requires new capabilities.

IBM has developed tactical initiatives and entry points for our customers, using the robust capabilities in the Cloud Pak for Automation platform to help fill the urgent operational gaps in their organizations. This helps not only to drive business continuity, remain productive and maintain resilient business processes in the current situation, but also helps build a platform or base in the longer run.

 Challenges

Customer demand is volatile and requires the ability to quickly scale up
or down.

Industries are being disrupted and require rapid creation of new products and services.
Remote employees are struggling
to get work done requiring new capabilities to remain productive.
 Entry   points

Handle spikes in demand with straight-through processing.

Support customer self-service with mobile capture.

Enable remote collaboration
with cloud-based process and decision modeling.

Enable scalable customer service with intelligent automation.

Quickly create new automation solutions with low-code applications.

Enable secure, compliant remote content access with content services.

Help employees spend time on higher value work with robotic process automation.

Adapt business policies to changing conditions with decision services.

Automate internal processes with lightweight workflow applications.

IBM’s mission is to help customers deliver resilient business operations to achieve a competitive advantage while controlling costs. To help realize this mission, IBM built an integrated automation platform designed to help fill urgent tactical gaps while laying a solid foundation to future-proof operations.

With IBM, you can:

  • Learn – collect information to inform decisions better
  • Detect – discover patterns, opportunities or predict problems
  • Decide – recommend paths to achieve the desired outcome
  • Act – automate an action or engage in human collaboration

With over 14,000 automation practitioners, 5,000 automation clients and around 4,000 bots and runtime scripts deployed, IBM has a strong foundation and history in helping organizations achieve operational excellence.

Join us on October 14 – 11:00 AM EST to learn how to automate business operations, improve productivity, adaptability and customer experiences with AI-powered Automation. You’ll also learn how you can help your clients. The webinar will also be available on demand.

As a next step, I encourage you to visit Seismic—we have enhanced your experience  to discover all the necessary materials to adapt and learn on the Automate Theme.

 

Sources:

  1. IBM Institute for Business Value study: Automation and the future of work. September 2020.
  2. Why IBM Acquired This RPA Provider and What’s New for CxOs with Automation Initiatives. October 2020.

 

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