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At this point, you might be considering investing in AMS automation for your agency or just beginning implementation (if not, here’s a helpful rundown of why automation is essential for agencies right now).
Even though you understand how RPA can transform your organization for the better, the next step is rallying your organization around this new tech.
Successful automation is a team effort, and you need everyone on the same page for it to work well. After all this is a process change, and change can sometimes be unsettling for those involved.
We look at ways you can make this transition as smooth as possible for your agency.
Start Small, One Step at a Time
When embarking on your automation journey, it’s tempting to try to automate everything at once. Don’t bite off more than you can chew.
The best way to begin your automation journey is to start small. Think about automating a well-defined, high-volume task that is both repetitive and has a high potential for positive impact such as direct bill reconciliation or sending out notices of cancellation.
When you start small, you set yourself up for:
Quick Wins: Smaller projects deliver value faster, showcasing the tangible benefits of automation. This helps build excitement and confidence.
Low Risk: Starting small limits the potential for disruption and instills confidence that the bot is being implemented thoughtfully.
Learning Opportunities: Early projects allow your team to get familiar with automation technology and processes, building knowledge for future projects.
Transparent and Inclusive Communication
Transparent communication dispels fear and slowly builds trust.
Throughout your automation implementation journey, it is key to have clear and straightforward communication between your RPA champions and stakeholders. Address the concerns surrounding RPA and be prepared with answers about job security and role clarity.
Address job security fears by emphasizing the partnership between humans and bots. Start with the benefits of AMS automation and make sure everyone understands that the bots are there to assist and augment their capabilities, not replace them.
Prioritize Employee Training
Empowered employees are more confident and supportive of automation initiatives. First, outline the current automation-related skills within your team (programming, process analysis, basic automation understanding). This prevents redundancy and helps tailor the training to the exact gaps.
Training methods
Provide ongoing support: Create a central repository (an internal wiki, for example) with best practices, troubleshooting guides, code examples, and FAQs. This aids in continuous learning outside formal training sessions.
Online courses and certifications: Use vendor-specific training modules or broader automation courses available on educational platforms.
Internal workshops and seminars: Conduct sessions led by automation experts tailored to your organization’s needs.
Hands-on training: Allow employees to work with RPA tools in a sandbox environment for practice and experimentation.
Mentorship: Pair experienced employees with new learners for guidance and support.
Employee satisfaction surveys: Gauge whether employees feel empowered by their automation skills, if the training was effective, and where they’d like further development.
Empower Employees and Create Loyalty
While process efficiency and cost savings are major drivers for automation, focus equally on its positive impact on employees and their work experience. Start by removing the repetitive.
Choose processes where automation can take on the tedious, repetitive parts of jobs, freeing employees to focus on more engaging, creative, and strategic tasks. Successful RPA implementation can take the stress away from work and help employees have a healthier work-life balance.
Empowered employees with more time and information are better at complex problem-solving. They’ll also be better equipped to improve your client experience. Positive customer experiences – with faster service, fewer errors, and personalized attention – build customer loyalty and more recurring revenue.
Celebrate Successes
To build positivity and trust during automation implementation, focus on recognizing and rewarding individual and team achievements. Share success stories highlighting RPA’s positive impact on processes, customer experience, and employee satisfaction. Consider using gamification techniques like badges, points, and leaderboards to make adoption fun. Most importantly, publicly recognize and applaud those driving automation success.
Remember: Trust Takes Time
Building trust in automation is a continuous process. Be patient, communicate consistently, and focus on delivering value with each project. Over time, as employees experience the benefits firsthand, trust will naturally deepen. Reach out to our experts for more assistance and start building that trust right away.
