Business Case for Robotic Process Automation (RPA) in Global In-house Centers (GICs)

28 Sep 2016
by Amardeep Modi

The offshore GIC-centric sourcing model has seen years of focus on labor arbitrage to generate cost savings. With increasing pressure on GICs to create additional value and exhaustion of traditional means, the opportunity to lower costs through Robotic Process Automation (RPA) is rapidly emerging.

RPA is an automation technology that can handle rule-based and repetitive tasks without human intervention. It is rapidly gaining acceptance among the GICs as it offers multiple benefits – incremental cost savings over traditional offshore delivery; improved service delivery in the form of process quality, speed, governance, security, and continuity; relatively shorter investment recovery period; and a generally non-invasive, easy-to-manage nature.

This report focuses on the business case for RPA in offshore GICs for Business Process Services, excluding any automation in the supporting IT services.


  • Introduction to RPA and the synergies between RPA and GICs
  • Business case for adoption of RPA in offshore GICs and the associated payback period
  • Factors impacting the business case for RPA and the threshold limits for each of them in order to have a justifiable business case
  • Case studies of GICs currently adopting RPA, along with key learnings
  • Implications and call-to-action for GICs with regards to adoption of RPA technology



Service Optimization Technologies


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