Customer Service Lagging Behind? Shift Legacy Systems Up A Gear Using RPA

5th June 2019 | By Jan Cahill

If you’re serious about your business you’ll know that if you don’t provide customers with an excellent level of customer service, another company will!  Customer expectations are on the increase, with online ordering commonplace and demands for fast delivery and real time updates by web portal, text or email.

Providing poor customer service isn’t really an option, however acquired and outdated legacy systems can be a challenge in meeting up to the minute customer needs.  Systems can become slow and cumbersome, demonstrate incompatibility with newer technology, lack support and are unable to provide effective customer communications.  

Unfortunately implementing new systems can often be considered a difficult and daunting process.  Lack of skills, budget resources and expertise required to overhaul the outdated systems and integrate with new “cloud based” solutions can be a showstopper.  

If this sounds familiar and your customer service is lagging behind, consider shifting your legacy systems up a gear using Robocloud’s RPA (Robotic Process Automation) Services.

Utilise RPA to Transform Your Systems

At Robocloud we offer Robotic Process Automation, or RPA  as a service which can help enhance legacy systems by either adding on additional functionality, or acting as the glue between your legacy and new cloud based systems to help improve your customer journey.  

By eliminating pain points and manual tasks we can help to smooth out your customer processes, ensuring a more enjoyable experience.  

Carrying out rules-based and repetitive mundane tasks (that are usually performed by humans), the robots can assist with a variety of roles including:

  • Data Entry
  • Data Validation, Searching and Sorting  e.g. Credit Checks
  • Opening/creating new customer accounts on your existing platform
  • Automating Email or Text Communications
  • Updating Web Portal Systems
  • Updating CRM Systems
  • Updating Legacy Systems
  • Sales Order Processing
  • Updating Pricing or Product Updates
  • Order Cancellations
  • Forms Processing
  • Complaint Management
  • Online Chat for frequently accessed customer resources

Whether it’s front facing or in the back office, your business will have a lot to gain by integrating RPA in your operations including providing a consistent level of customer service without error.

If you recognise the opportunity in your business to improve then give Robocloud a call, our RPA Ninjas can help you:

  • Examine your customer journeys and work flows – this may consist of simple or complex tasks
  • Identify how workflows and processes could be simplified
  • Address any concerns your employees might have with the customer journey
  • Consider any other departments that may be involved in customer service that are likely to be affected e.g. IT, Finance or Marketing.

We deliver robotic process automation as a managed service; this means that you pay for the services and capacity you require via a simple monthly subscription. This can be up and running quickly and easily and allows you to start small and then build out.   

John Welsh, Director at Cleardata, said Many businesses are in a situation where they need to retain legacy business systems which operate the majority of customer processes e.g. ordering, stock control, finance and invoicing, but want the extra bells and whistles of a new cloud based customer service orientated system.  

It can however be problematic in joining the two together without massive integration and programming costs, which means it can’t get off the ground due to budget availability, risk and board sign off.

RPA can be implemented quickly and easily, acting as a glue between your systems to deliver additional functionality. This can easily enhance your customer service process, improve sales order processing and ensure consistency in pricing and product updates.”

If you would like to improve your customer journey talk to our RPA team today, call 0800 046 8086 or contact us.