What is our primary use case?
We deal in banking and finance. The use case is based on the transaction dates. For example, how customers are using credit cards, net banking, transactions, and what components they are buying. We gather this information in order to provide a CIBIL score.
We do have multiple applications, which are provided to the banks so that they can work without taking much time. We have a set of test cases that need to be automated and we'll run it up.
What is most valuable?
As of now, we test and we usually have a CSED pipeline as well. We are not only restricted to any one of the features in UFR. We are using Citrix, among others.
The solution makes it easy to build automation. Earlier, we used to collect the data and create a hard copy. Now, these are all processes that are automated. There are fewer human interventions that are required to collect the data from the email or collect the data from the hard copy. It is auto-generated through auto-generated mail. It will collect all the details and save them to a repository. Based on that, our support team is providing the solution to the customer, and it's much easier.
UiPath enables us to implement end-to-end automation. These processes are very complete. Where there's not a single person is in practicum, however, it's only deployed in our productions.
They have included the chatbot. Therefore, if the customer is having any issues related to any of the products, they will raise their queries. We will log these queries through a bot system, and this will get notified to the escalation team. They will locate into it through banking domains or through the solution of it and providing the solution on emails. It's very helpful.
End-to-end coverage is one of the best features. If their service display is not good enough, or if they are facing any issues, we can sort things out faster, which makes customers very happy. They are getting the solution on time, and they are running 24/7. Human workers are not able to provide each and every solution on an immediate basis, however, by using the solutions, we have got a solution for the end-user that responds immediately so that they are satisfied and their needs will be fulfilled much faster.
As of now, we are using attended automation, however, we also have created some of the use cases, which are going to be linked through unattended automation. Attended automation helped to scale RPI benefits in our organization, by automating department or all specific processes that require human-robot collaboration.
For example, in one project, which we used as a test, typically the turnaround would have been 15 days, however, with UiPath, we were able to churn out this product in 30 minutes. It's amazing how much we are saving in terms of time. We've been able to shrink timelines.
We do use UiPath's AI functionality in your automation program. The complexities are always a part of the banking industry as data is from many places and over a large amount of time. However, when we talk about the calculations, it's when human beings are involved where it really takes a while to get a task completed. With automation, we can shrink that down to 15 or 20 minutes and know in that short amount of time a person's complete financial background and if they are credible or not. This customer doesn't have to wait so long to get the results they need.
UiPath's AI functionality has enabled us to automate more processes overall. Now, for example, it's feasible to process data, and, if we have to, get the data explained very simply to calculate a score and find out if a person is genuine or not. We can look at credit histories, transactions, et cetera, and based on that, be able to process requests in order to enable users to get loans in seconds instead of days or weeks.
UiPath both speeds up and reduces the cost of our digital transformation; it increases processing speed and saves costs that would otherwise be taken up in longer-term tedious tasks.
I've used the UiPath apps feature, however, I cannot say it's fully required for our processes. That said, it was very helpful when we did use it.
UiPath has helped us reduce human error. We can achieve our goals, as mentioned, in 30 minutes, without having to manually go from one stage to another, which may cause errors. It frees up our employee's time as well, to help improve their focus. That, and, within a week's time, we can save 30 hours on a single resource. It allows those employees to really focus on higher-value work. Employees are happier as they now have the time and space to build their skills.
Overall, UiPath has reduced the cost of our automation operations. This reduction is around 30% savings.
The product is well-integrated with different tools that can help with logging, et cetera.
The task capture is great in that we have all of this data we are receiving that's automated and we don't need to invest much time in creating documents.
What needs improvement?
For a few of the projects, we have saved money, however, on a few of these projects we've noticed less revenue. The orchestration cost is a bit higher when we are working on smaller projects.
From the improvement perspective, I am from the testing background, and UiPath has recently released some announcements related to scrums. I would be happy to see their products be involved with scrum teams.
Just like they have data for the JIRA automation, maybe if they can include some of these options in the Rally solution. It's a tool that is used locally for various projects and having automation activity included there would be useful to us.
From a migration perspective, if we can get something better than the manual process that would be great. It would be nicer if it was smoother for those doing implementations.
For how long have I used the solution?
I've been using the solution for five years.
What do I think about the stability of the solution?
I can say it's a very good tool from the RP perspective. It is helping us to get our work faster, saving time as well as offering multiple functionalities. We haven't had any issues with it.
Everything is good - except the capture part. They could improve on that as we are getting less accuracy as compared to the other functionality. Other than that, the rest of the components are fine.
What do I think about the scalability of the solution?
The scalability is very good.
On my team, somewhere around 14 people are working on the UiPath product. There are several other teams also on it. Likely, there are around 50 plus people in total on the solution.
We are regularly using this product. I cannot say I'm not using a single day. 365 days a year this solution runs, as these processes are basically used on the weekends as well. Based on the schedule, it is pretty much always running in the UAT or QA environment.
How much we use it depends on the products. If we get more products, we will increase usage.
How are customer service and technical support?
The customer support is very nice. Most of the time, we are getting a resolution from there.
I would rate them at more than eight out of ten. Over the last three years, I've been interacting with the web team on customer support. I tend to get an immediate response from their team for the assignment of my ticket, and they schedule a call. However, in some of the operations, it's not possible to directly interact on the WebEx.
It's important for us to have them extend their communications or extend their environment. Not every organization can get support as they offer it. Using Microsoft Teams or Zoom or a more popular platform may be helpful.
Which solution did I use previously and why did I switch?
We did not use another solution that is similar. We previously used an automation tool that was purely used for the testing perspective. We decided to move to UiPath as it was an easy-to-use solution. However, I was not a part of the RPA tool decision-making process.
How was the initial setup?
Earlier, it was a bit complex as we had to configure our robot with the orchestrator or the studio that was providing details. Now, when we are installing, everything is taken synchronously. We don't need to enter the required areas. It is automatically catching that from that environment.
The time it takes to deploy depends on the system resources or the system specifications. Usually, it will take around 23 to 40 minutes for the installation, however, now that they have improved their installation time as well, it may only take 20 to 30 minutes.
For us, the deployment plan is basically to focus on the data perspective. We don't want to lose any of the aspects of the data, which is already running, so we do take a backup first. The orchestrator has a different environment structure, which has already been configured like a development rather than a UAT.
These are the phases that we are using on a regular basis. Once it is certified for the first stage, only then does it move to the next phase.
We require 22 people to maintain the product. They are largely comprised of the DevOps team.
What was our ROI?
While the solution is a bit expensive, we do see ROI. When we compare the ROI with the expenses differently, ROI is on the higher side. Of course, for the organizations who have a small product base, who may have less automation required, will find that expenses are higher. The more you automate, the more you save.
However, in relation to sharing actual data points, that's a bit tricky.
What's my experience with pricing, setup cost, and licensing?
As compared to the licensing costs or the pricing of other tools like Automation Anywhere or Blue Prism, it's a bit cheaper, however, when we talk about the open-source tools such as Robocorp or Robot Framework, the cost is on the higher side. Microsoft Power Automate is also cheaper.
There are no other costs beyond the licensing.
What other advice do I have?
We are just customers and end-users. I'm an RPA lead.
We are using an operating system related to Microsoft and several other features related to Microsoft. If they offered this type of product on a regular basis, that was less costly and had the same compatibility, security, and features, we'd likely adopt it.
I'd advise those considering the solution to check the processes and compare them to their potential ROI. A company needs to consider if the tools will help them based on their environment and goals. It's important to first analyze the internal capabilities before jumping in. If they don't think they'll be getting the ROI they desire, they should look at another tool.
I'd rate the solution at an eight out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
5-Star RPA Platform - UiPath 2020.4