One of the most powerful hyperautomation tools at your disposal is robotic process automation (RPA). With RPA software, you can automate repetitive, manual tasks and unlock new levels of speed, efficiency, and profitability for your managed service provider (MSP) business.
In this blog, we’ll explore the hyperautomation capabilities available with ConnectWise RPA™ and share resources to ensure successful implementation.
Are you ready for hyperautomation?
Before diving into RPA, it’s important to assess where you currently stand. This evaluation will help you understand your organization’s readiness for hyperautomation and identify areas that can benefit from automation.
Here are a few questions to ask:
- What are you currently automating?
Take stock of which business and IT processes you have already automated, if any. This includes password resets, onboarding, service requests, escalations, billing, reporting, etc. Understanding your current level of automation will give you a baseline to work from and help you identify gaps in your processes.
- How skilled is your team?
Do you have staff dedicated to automation, such as automation engineers, or are you relying on operations or IT managers to handle it? Assess the skill sets you have in-house and determine if additional training or hiring is needed to support hyperautomation initiatives.
- Do you have executive buy-in?
Since automation requires company-wide coordination, getting executive buy-in is crucial. Automation should be treated as a strategic initiative, not an ad-hoc project. Evaluate if your executives understand the benefits of hyperautomation and are willing to support and invest in the necessary resources.
- Do you have the right tools?
An honest assessment of which automation tools you currently use, such as workflow, RPA, and AI, and how sophisticated they are is crucial. Consider factors such as scalability, integration capabilities, ease of use, and the ability to handle complex workflows. Choosing the right tools will set the foundation for a successful hyperautomation journey.
Introducing ConnectWise RPA
ConnectWise RPA offers next-level task automation for MSPs so you can focus on strategic goals that grow your business. With ConnectWise RPA, you can:
- Do more with less by offloading repetitive tasks, so your team can focus on high-priority tasks that drive revenue
- Compete above your size through reduced time and cost to resolution
- Reduce chances for human error by automating processes and ensuring that operations are executed accurately and consistently
- Turn customers into fans by providing faster, more immediate resolutions to lower-level, time-consuming requests
Get started with beginner use cases
ConnectWise RPA delivers rapid time-to-value. Within weeks, you can build workflows to eliminate hours of repetitive work. And with a low-code platform, no advanced coding skills are required. You simply record the steps, then refine the automation.
Leverage the power of RPA to automatically categorize and prioritize incoming support tickets based on predefined rules and criteria, streamlining the ticket management process and ensuring efficient resolution. By eliminating manual triage efforts, your team can focus their time and expertise on resolving customer issues promptly, leading to improved response times and customer satisfaction.
Figure 1: RPA auto triage ticket example
Configuration check uses RPA to automatically monitor and track expiring configurations, proactively generating tickets or notifications to facilitate the renewal process. By automating this task, organizations can ensure timely renewals, maximize revenue opportunities, and maintain strong customer relationships without the need for manual tracking and intervention.
- Service escalations and notifications via Microsoft Teams
With the help of ConnectWise RPA, you can automate the process of service escalations and notifications, ensuring that critical issues are promptly addressed and relevant stakeholders are kept informed.
A digital worker is a personified automation that acts as a worker for specific use cases, such as employee onboarding and offboarding.
Digital workers can significantly reduce the time and resources required for onboarding, allowing organizations to scale their operations efficiently. By automating these processes, businesses can ensure consistency, accuracy, and compliance in their operations.
We’re pleased to offer Oscar, an onboarding digital worker, which is available via any form provider, such as ConnectWise PSA™ end user portal, Desk Director, Microsoft Forms, Cloud Radial, or even your own custom form providers.
Helpful resources for ConnectWise partners
Latest ConnectWise RPA enhancements
- Automation templates
We’ve recently rolled out pre-built workflows designed to simplify the process of getting started with automation. Simply choose from a library of pre-configured templates to suit your specific needs.
- AI assistant (Beta)
With the AI assistant’s guidance, you can confidently build automation workflows with the assurance that you’re leveraging the most suitable and effective components. This not only accelerates the automation development process but also ensures that your workflows are optimized for maximum efficiency and productivity.
- Workflow enhancements
We’ve introduced several enhancements to our workflow capabilities, making it more flexible and user-friendly. You can now incorporate bots directly into your workflows, duplicate a workflow, and save workflows as drafts.
- Hyperautomation dashboard
This dashboard allows you to monitor and manage your automation workflows, track their performance, and gain valuable insights into which workflows are working well and which ones may require attention. With this comprehensive view, you can optimize your automation efforts and drive continuous improvement.
- Parameterized scripts
Parameterized scripts in RPA allow for the dynamic execution of automation workflows by passing parameters or variables into the script. This flexibility enables the automation to handle different inputs or perform various actions based on the provided parameters. By parameterizing values such as URLs or data sets, the same script can be easily adapted for different scenarios without extensive modifications. This promotes code reusability, scalability, and maintainability of RPA solutions, ultimately enhancing the efficiency and versatility of automation processes.
Figure 2: Onboarding digital worker example
Calculating the ROI
To determine if RPA is worth the investment, it’s important to carefully calculate potential ROI.
Factors to consider include:
- Labor cost savings: How much manual human work will RPA eliminate?
- Improved efficiency: How much faster will processes be completed with automation?
- Revenue opportunities: Can you take on more customers without adding staff
- Customer satisfaction: Does automation improve customer experiences?
Conclusion
The journey to hyperautomation is a transformative process that requires strategic planning, the right technologies, and a commitment to continuous improvement. By empowering your team to embrace automation and providing them with the necessary training and support, you can effectively leverage automation tools.
We invite you to partner with ConnectWise on your hyperautomation journey. Together, we can propel your organization towards a future of increased efficiency, productivity, and success. To see how ConnectWise RPA can revolutionize your processes, watch our demo today.
