RPA Technical Insights, Part 22: How to Make the Most Out of Your Automation Support Resources

David BrainBlog

Whether it is an immediate update request or a rogue bug, disruptions to your RPA system require quick action. Your business must have the means to either create solutions or request support during these critical times to ensure the success of your automation. Symphony has found that the degree to which a vendor can support a customer through deployment and live operations can have a notable impact on the level of success. This blog will detail the various outlets from which a business can seek support.

Vendor-Assigned Contacts

The busiest times in the RPA development life cycle are the design and implementation of an automation. To support the project team, vendors can assign trained resources from their partner network to directly collaborate with clients. From reviewing designs to fixing technical mishaps, they liaise with the client to make sure everything runs smoothly. Trained resources can also offer coaching and guidance to a client through the stages of an implementation. Communication is the key to properly supporting a RPA deployment, so having a direct point of contact with a vendor can prove to be immensely helpful.

Aside from communicating and providing general guidelines on RPA, vendor-assigned contacts can provide continuous support within the deployed RPA software. For enterprise-level RPA clients, this support can come in the form of product solutions that are tailored to address client-specific issues. Therefore, you can expect continuous support throughout changes in the RPA software and your business applications.

Service Desks

In the same realm, technical support and account management capabilities are often strong indicators of an RPA vendor’s general support capabilities. Aside from a project advisor, service desks are often employed by enterprise-level vendors to provide a baseline of assistance with any issues. These are especially useful for larger projects, in which the team of agents can scale accordingly to respond to incoming requests. This versatility can mean that support is always on hand and that preventable issues can be addressed.

Online Resolutions

For the problems that require more drawn-out technical solutions, issue reporting and forum resolutions are useful forms of support. Both are resources that strive to solve reported issues through dedicated solutions. More established RPA vendors offer community forums where optimal solutions and guides can be discussed. In these communities, workarounds and fixes can be shared, helping users avoid more time-consuming alternative solutions. Vendors also commonly offer online portals to share FAQs or to resolve support tickets. Access to these tools is typically routed through implementation partners to support clients.

Summary

Having a comprehensive set of support tools during the deployment of RPA not only reduces delays but also ensures quality solutions. Support is usually directed through an implementation partner or directly from the vendor, depending on the relationships and experience the client has developed. Symphony often consults clients on what they would prefer, leaving the option to them. The key is to make sure that the necessary support measures are in place, no matter what.

This is the last part of 22-part blog series by the leading experts at Symphony Ventures. It addresses how to choose the right RPA tools for your business needs. Drawing from our global team’s extensive knowledge in automation consulting, implementation, and managed services across a range of diverse industries, we’ve drilled into the technical criteria to consider when selecting which RPA software best enables your company’s digital operation strategy. Read part 21, Transformation Begins With Education, A Guide to RPA Training Documentation.

This is the last blog in our RPA Technical Insights blog series. If you want to read more, we recommend you start from the overview blog in part 1.

Share this Post