Traditionally, enterprises undertook process improvement initiatives to enhance operational efficiency and reduce costs.
But over the years, the focus of the process improvement efforts has shifted to accelerating digital transformation and improving customer experience. This shift has resulted in increased adoption of digital process automation (DPA) platforms.
Digital Process Automation: What You Need To Know
Digital process automation platforms offer low code capabilities for rapid application development and help you become more customer-focused. The platform provides capabilities to handle deep, complex long-running processes as well as wide deployments, from simple workflows to sophisticated applications.
What To Consider While Looking Out For a DPA Platform?
1. Collaborative modeling
You need a platform that allows for faster development and lesser rework. Collaborative modeling enables you to work in parallel while modeling a process.
2. Document Support
Today, enterprise content exists in various formats. Your platform should support all the formats and allow for end-to-end content management.
3. Process and Flow Design
The ability to “What you model is what you execute” should be one of the key considerations for a digital process automation platform. It not only speeds up a time to market but also facilitates a great user experience.
4. Customer Journey
Capturing customer journey metrics and aligning them to the process application helps in delivering a superior customer experience and is definitely a must-have capability.
5. Mobile engagement
Support for mobile framework and the ability to access processes and tasks on mobile devices is critical in digital process automation platforms.
Seamless integration across front-end and back-end systems makes all the difference.
7. Robotic Process Automation (RPA)
RPA capabilities, either as part of the DPA platform or as a capability to integrate with third-party RPA systems, are needed to automate repetitive tasks and speed up the execution of business-critical tasks.
8. Dynamic Case Management
You need flexibility to handle different customer scenarios. Also, it is vital to empower knowledge workers for better decision-making. This is feasible if your DPA platform offers case management capability.
9. Analytics and Artificial Intelligence (AI)
A great DPA platform offers process and content analytics for better outcomes and facilitates machine learning and AI-based decision-making.
In its evaluation of DPA vendors for “The Forrester Wave™: Digital Process Automation Software, Q4 2021,” Forrester has listed down 23 criteria that hold significant value for organizations looking to go digital.
Newgen has been named as a Strong Performer in Digital Process Automation Platforms. Download the report to learn more.