It’s a well-known fact that many reputable RPA (Robotic Process Automation) providers don’t offer quality support for a product they often market as low-code/no-code. In most cases, this is far from the truth. Whether you’re a client or partner, you will inevitably face challenges with the automation process. At which point, you will turn to your software robot provider for help.
You’ll send an email, issue a ticket, and contact your provider via chatbot, often only to hit a wall.
In the meantime, while you wait for a response, your process isn’t executing, you don’t have a return on investment, and you’re losing money.
Is This Really What You Signed Up For?
Absolutely. Some providers obviously don’t care for their clients/partners.
Was it your fault?
Absolutely not. There’s no way you could have known.
If your provider cared as they should have, they wouldn’t have their reputation challenged by failing to provide mandatory services such as support. A big name doesn’t necessarily represent quality, even though people are often misled by the implication. What’s worse, big companies usually get away with this misconception.
But, for how long?
New Shifts in the RPA Market
Fortunately, from first-hand experience, we’ve witnessed an increase in companies placing their trust where they’ll be better valued. This shift isn’t surprising – it’s a natural response to strive for better products, services, and support for the money you invest.
After all, as a technology that automates your business processes to make them more efficient and profitable, RPA requires available support around the clock. When something interferes with the process, such as a new unstable release from the provider, your primary concern is to avoid losing money and prolonging ROI.
And often, in such cases, changing your software robot vendor is necessary.
What Should You Look For From Your New RPA Provider?
Every RPA provider creates a product that achieves the same goal – automating your business process, making it more efficient and profitable.
However, the devil is in the details.
Here are a few things to look for in a new RPA provider to finally get your money’s worth:
⸻ RPA Licencing Models
You’re looking for a straightforward, easy-to-understand model. Forget complicated, 40-page long pricing lists – nobody has time for that.
RPA software doesn’t have to cost a fortune.
⸻ Support
An automated process is part of a sensitive environment, in which everything is rule-based and interconnected. Every change impacts the entire process and has the potential to mess things up. Once automated, leave things be.
RPA providers release product updates regularly. Sometimes, an update can intervene with other applications used in the process. Along with Exception Handling, available customer support is crucial — you want things resolved right away.
⸻ Easy to Use Yet Robust
You’re looking for an RPA software that doesn’t require both a developer and business analyst to implement – otherwise, it’s not a no-code/low-code technology as it should be.
You will need a dedicated person to take care of automation. However, if you need an entire team of developers, does your automation journey justify itself?
Probably not.
⸻ No Enrollment Barrier
RPA-powered software robots should be available to companies of all sizes, not only large corporations. Until recently, RPA was exclusively just that – an expensive tool, often unavailable to SME businesses.
A new generation of Robotic Process Automation vendors with fresh, revolutionary ideas finally made this technology available to companies of all sizes, enabling an easier start in automation.
Ready to Take the Next Step and Get the Value You Deserve?
Automating your business processes is a journey, not just a one-and-done product. If you already got on the wrong RPA bus, it’s never too late to change providers.
When selecting a new RPA provider, just make sure to choose wisely.
It’s time for you to find the right product with the right commodities. And great customer/partner support.
Don’t settle for less than your best.