Tech Mahindra: Pushing the Limits of RPA

Founded in 1986, the core operation of Tech Mahindra is built around the mantra “Connected World. Connected Experiences.” Tech Mahindra offers innovative and customer-centric information technology experiences, enabling enterprises, associates and the society to rise. They are a $4.9 billion company with 121,000+ professionals across 90 countries, helping over 938 global customers, including Fortune 500 companies. Their convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to its stakeholders. Tech Mahindra is the highest ranked non-U.S. company in the Forbes Global Digital 100 list (2018) and in the Forbes Fab 50 companies in Asia (2018). They are part of the USD 21 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, after-market, information technology, and vacation ownership.

“More and more RPA vendors are including AI and other cognitive technologies in their products. We are already witnessing lesser demand for standalone RPA in mature markets. A more integrated automation offering is the need of the hour and RPA is and will remain a critical piece in this story.”

Enhancing the Functions of RPA

Tech Mahindra’s robotic process automation (RPA) solution is a platform called UNO, which helps manage operations effectively and efficiently in back and front office processes. UNO has two variants – UNO-P, which is powered by their partner’s solutions; including, Blueprism, Automation Anywhere and UiPath, and UNO-R, which is completely built in-house. UNO-P takes care of back-office automation, whereas UNO-R looks after the unified desktop and front office automation. This allows Tech Mahindra to trouble-shoot faster and provides more accurate issue resolutions, resulting in improved customer experience and lower costs. Furthermore by growing symbiosis between RPA and AI, Tech Mahindra has created its Intelligent Automation Framework in TALL – Talk, Act, Listen and Learn – wherein the Talk is a Virtual Assistant driven by Entellio, Act is Taken care of by RPA BOTS with Technology providers like UI Path, and Listening and Learning is part of AI-driven Cognitive Services driven by Tactix. A typical use case for this platform is on the Service Desk wherein Ticket Creation could be done by a Virtual Assistant, Ticket Classification is organized by an AI-driven engine and the Action piece is driven by RPA Bots such as UI Path.

These innovations coming from Tech Mahindra’s RPA platform are changing the dynamics of the industry and adding real value to its clients. In one example of a recent project, a large Banking conglomerate in North America was looking for a very specific solution for its financial advisors catering to High Network Individuals. The customer did not seek to spend the huge capital expenditure warranted by their existing commercial off-the-shelf (COTS) product. Tech Mahindra stepped in by offering anas a Service Model which was consumption-led and driven primarily in a Royalty Free environment with their own internal IP to cater for more than 1000 Financial advisors.

This ability to consistently deliver unparalleled outcomes and an increasingly diverse set of offerings has landed Tech Mahindra at the forefront of setting new standards in RPA.

Sameer Dania, Global Head, Business Development, - RPA & CX Platformsat, Tech Mahindra

Creating Outcomes

As a dedicated people and business excellence evangelist, the man ramping up these successes is Sameer Dania, Global Head, Business Development – RPA & CX Platforms at Tech Mahindra. “I’m passionate about making a difference – delivering success, celebrating partnerships and driving innovation with integrity. The ability to act as a catalyst to drive volume, variety, and velocity of business is what motivates me as a Business Development executive,” says Dania. “My global profile allows me the flexibility to make a difference in the form of delivering success for my clients and fostering innovation with Exceptional EQ (Emotional Quotient), Great CQ (Curiosity Quotient) and Good IQ.” He gets everything done by making people better at what they do. “I believe we are in the business of growing people – people who are stronger, healthier, more autonomous, more self-reliant and more competent,” cheers Dania. And most importantly by following “Don’t be a know-it-all. Be a learn-it-all. This is critical to work alongside people, processes and technology teams.”

In the past few years, Dania has seen RPA penetrate almost every industry. In fact, Tech Mahindra last year helped clients across telecom, banking, healthcare, retail, manufacturing and many more, automate processes specific to their business areas. Though RPA is still relatively new, it has advanced considerably and it is certain it will continue to progress. “We’re already seeing RPA applications support more complex tasks for data entry, integration with other office and business tools, and assisting artificial intelligence platforms. With the advent of the new breed of cognitive RPA providers and with the traditional RPA providers including more and more smart technologies in their offering, we believe RPA will evolve from a rules-based technology to a more intelligent automation lever,” continued Dania, sharing his insights about the evolving automation landscape. “More significantly, as business models evolve to a Support-as-a-Service economy, more companies will become comfortable with pay-as-you-go or as-a-service consumption model. Larger organizations will adopt a Shared Service model for RPA, while SMBs will be more receptive to utilizing Bots-on-Cloud exposed by service providers as consumables. Gartner predicts that by 2022 more than 20% of RPA deployments will be cloud-based — RPAaaS — bought on apay-per-use basis, and we believe that 21st-century businesses that are usually asset-light will prefer the low TCO, low CAPEX RPAaaS offering”. Clearly, the RPA market does not seem to be slowing down any time soon. Current spend on RPA is increasing at a rate of 37% per annum and the total addressable market is $50B USD. So what can we expect? “RPA will not cease to exist, but will merge into artificial intelligence. More and more RPA vendors are including AI and other cognitive technologies in their products. We are already witnessing lesser demand for standalone RPA in mature markets. A more integrated automation offering is the need of the hour and RPA is and will remain a critical piece in this story,” states Dania. Even so, Sameer understands several challenges facing the development of RPAs. He added, “The most significant challenge is the management of data security. As businesses continue to automate their regular office procedures like file transferring, order processing, or payroll; this requires access to confidential information about a company’s employees, customers, and vendors. Additionally, RPAs are also very complex and costly to integrate. Businesses may not have the budget, infrastructure or IT in place to manage a full-scale RPA model.”  

Geared up to Take Over

Tech Mahindra looks at technology as a business challenge enabler and as a tool to solve unique customer problems. Its focus is on execution and the company drives its strategy by collapsing silos and collaborating effectively as one team. By remaining focused on results, the company strives to consistently achieve top quartile growth. This is done by being dedicated to their customers’ success, by enabling their employees to realize their potential and by creating value for all their stakeholders. Ultimately, Tech Mahindra’s goal is to rise to be among the top three leaders in each of their chosen market segments, while fostering innovation and inclusion. “My goal is to have our platform business be a most sought after business unit where associates want to join to contribute, learn and have fun,” concludes Dania.

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