Robotic process automation, or RPA, can be an effective way to reduce costs while improving the quality of repetitive tasks. Because there is so much opportunity, the RPA software market grew more than 63% between 2017 and 2018. However, an astonishing 50% of RPA implementation projects fail. What sets successful projects apart? Business process management.
Just one part of the solution
Automation enables human workers to do more value-added work. One area that presents opportunity for success is the healthcare industry. The number of full-time employees required to process manual claims payments represents one of the largest expenditures for health plan operations. As the healthcare industry has adapted to the changes presented by the pandemic, automation is seen as a risk mitigation tactic as well as a strategic long-term investment. While automation can increase resiliency and adaptiveness in the event of future crises, RPA is only one facet of the solution.
Capturing value from automation
RPA projects are most successful when coupled with business process management, or BPM. BPM complements RPA by helping to make sure that appropriate planning and design are in place from the beginning, preventing an RPA implementation from becoming an expensive multi-stage project.
Another element of successful RPA implementation is understanding that automation isn’t intended to replace headcount. Most solutions can’t exist without their human counterparts, but those human counterparts can be given time for more valuable work. By automating basic tasks for every employee, organizations can increase business efficiency, reduce overtime costs and improve employee productivity.
Our recent "The Next Normal: Why RPA and BPM Must Work Together" whitepaper includes a case study of a large national healthcare BPO provider that improved accuracy and achieved completion of tasks within 48 hours through a customized data transformation solution that leverages SS&C AWD.
 HfS Research “State of Operations and Outsourcing (2018)
 Michael Chui, James Manyika, and Mehdi Miremadi, “Where machines could replace humans—and where they can’t (yet),” McKinsey Quarterly (July 8, 2016).