Customized strategies for specific business challenges
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Need for a customized approach to automation

More and more companies are embracing digital transformation and one of the ways to accelerate this transformation is through automation. The challenge, however, does not lie in simply hopping on board the automation express, but to use it to the business’s best interest.

Initially, automation was restricted to simple, straightforward, rule-based, structured processes- in other words, robotic process automation. With the evolution of automation there was a need for a more intelligent approach to the unique challenges of dealing with unstructured or semi-structured data. 

As automation evolves, enterprises need to update their strategy and establish a center of excellence (CoE) as they embark on the automation journey towards business excellence. 

At HGS, we co-create an automation center of excellence (CoE) for our clients. At the ground level, we emphasize design over technology. We create a high-ROI implementation plan with a multi-parameter-based prioritization approach and work with customers to provide the necessary support to create a CoE.

An automation CoE at the core

At the core of the strategy lies the study of objectives and success criteria—defining the metrics, measuring the value realized, identifying the right candidates for automation, and creating a compelling business case for the opportunities identified. 

Here are the core components to set up the Automation CoE:

Governance structure

A good governance structure is focused on ensuring sponsorship, defining roles and responsibilities, establishing a clear roadmap to scale depending on the automation goals, and creating a change management process at an organizational level.

Operating model

Depending on the organization size and set up, there are two basic types of operating models – centralized or blended. At HGS, we help define the right operating model for an IT- or business-driven organization.

People skills

It is important to build the core bot team with the right skillsets, set up project management teams, have functional support, bot stakeholder ownership, and identify outsourcing requirements and setup.

Process management skills

Key activities include opportunity identification and prioritization, bot development and support, creating design methodologies for the optimum build based on best operating standards, templates and guidelines, and setting up managed services.


At HGS, we design for automation in three ways: blended, re-engineered for automation, and fully automated. It is imperative to select the right automation tools that suit the varying business needs and processes. We have built over 600 bots for CX and back office processes and can quickly deploy them as part of your automation strategy.

a diagram of tools and steps in designing process automation

A quick-fix to get onboard automation 

Process discovery tools are a great way to determine the scope of automation required for any business that is looking to take the leap towards automation. Leveraging these tools helps to capture the processes as they stand without any bias, then determining the automation strategy that works best for the business. This reduces the time to market and dependencies on SMEs for process evaluation.

Factors determining automation strategy

To arrive at an optimum automation model, it is important to look at a number of factors that can determine the success of outcome. Here are a few:

Scale of operations

While all businesses wish to embrace automation, depending on the scale of operations—large, medium or small—the automation strategy and business model offered will vary depending on the complexity of processes and impact of automation.

Functional automation

Sometimes businesses can look at automating specific corporate functions such as HR, finance, procurement etc. to improve efficiencies in their operations. These impact stories will create a conducive environment for better acceptance of automation in core operations.

Types of processes

Depending on the volumes involved in a particular process and the complexity of processes, organizations will have to choose between a simple RPA solution and a more complex intelligent automation solution. It is important to know what and how much to automate.

Intelligent automation at the helm of change

The scope and strategy for automation may vary depending on the type of company, size, and the process design.  With experience and expertise in automating across verticals, processes, and scale of operations, we partner with you to find solutions that will yield significant ROI.

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Intelligent automation-related services

HGS Digital provides end-to-end automation services.

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Robotic process automation

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Business process reengineering

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Cognitive automation

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Interaction automation

Book a strategy consultation

Get ready to kick-start your automation journey. Our enthusiastic and energized team is ready and revving up to partner with you to change the face of automation. Just fill in the details below and allow us to show you the HGS impact.