Business sustainability greatly relies on optimized business processes and operational efficiency. To achieve this, best-in-class businesses are essentially adopting robotic process automation (RPA). While it is easy to automate simple manual processes, companies can reap true benefits when they find the best candidates for automation. However, the complexity of the process, disparate systems, and the behavior of the people executing the work make it incredibly difficult to uncover hidden, high-value opportunities. For instance, in the insurance industry, claims processing is handled by many people across teams. From submission and adjudication to payment and notification. At every step of the process, several variables impact the process flow. And the resulting disposition can be: approved, declined, resubmission, investigation, etc. Considering this complex nature, insurance business leaders need granular visibility into the end-to-end process to design sustainable operation.
This is where process discovery comes in. An automated process discovery tool such as SurfaceAI captures complex, multistep, multi-touch processes across disparate systems to provide leaders with complete visibility into “AS-IS” processes.
Let’s take a closer look at how process discovery strengthens business sustainability:
1. Capture every employee interaction with the system and various applications:
An employee’s desktop or laptop is the greatest source for monitoring how tasks get done in real-time. SuraceAI captures every keystroke and screen interaction to help leaders understand who is working on which applications, when, and for how long. The insights help enterprises align application usage with business processes and identify opportunities for improving process efficiency through automation and improved employee effectiveness.
SurfaceAI can be easily deployed in user machines to collect data across a team or multiple workgroups, whether ten employees or 50,000 employees.
2. Baseline current state processes and variants
Not all processes are executed by following the exact steps documented in the standard operating procedure(SoP). More often than not, employees deviate to get work done. However, such process deviations go undocumented.
SurfaceAI automatically documents every step taken by an employee and visualizes process flow diagrams showing the actual execution of activities. When business leaders know all the different paths employees take to complete a process, they can quickly identify bottlenecks and course correction opportunities to build sustainable processes.
3. Automate high-value processes
SurfaceAI helps enterprises to go beyond low-hanging automation opportunities to identify complex automation candidates. RPA helps to eliminate human error and downstream rework by offloading tedious, error-prone processes such as quote-to-cash and claims processing. SurfaceAI partners with leading RPA vendors to streamline the entire process – from discovery to automation.
4. Provide better training assistance
Training and retraining employees are critical to improving processes continuously. With SurfaceAI, organizations can leverage process flows and documentation to identify the best process flow and train all employees to follow the most efficient way to execute a process. In addition, the evidence-based insights into the time taken for completing each step help compare peer groups’ performance and identify training needs.
5. Monitor processes for compliance and sustainability
Automated process discovery simplifies monitoring and analysis of processes for compliance and sustainability. SurfaceAI can instantly alert managers when processes deviate from the predefined steps. This is incredibly important to implement any change program as organizations need automatic, unbiased, and fact-based checking to support sustainability.
Want to see how SurfaceAI can empower your organization? Talk to our solution expert.