As global organizations shift from an “arbitrage-first” to a “digital-first” model of service delivery, adoption of digital technologies has accelerated. Global In-house Centers (GICs) have a unique opportunity to increase their role in enterprise-wide digital transformation initiatives, as they are well positioned to drive adoption and implementation of digital technologies such as Robotic Process Automation (RPA) for global enterprises. RPA is gaining acceptance among GICs, as it enhances the value proposition of these offshore in-house delivery centers by offering incremental cost savings over arbitrage, means to improve quality of service delivery, and drive operational efficiencies.
This report captures key learnings and experiences of best-in-class GICs that have undertaken RPA implementation. Specifically, the objective of this study is to cover the following dimensions:
Key drivers and approaches for RPA adoption
Key challenges faced and success factors across various stages of RPA maturity
Key achievements and differentiators for best-in-class GICs
The report also includes case studies on the RPA journey of leading GICs from a variety of industry verticals and stages of RPA adoption, with a focus on challenges faced and mitigation approaches employed.
The report is primarily based on interactions with senior leaders from 100+ GICs of global enterprises and automation technology vendors.
