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                     Process Automation
for An Unpredictable Tomorrow
DIGITAL SERVICES EXPERT GUIDANCE INFORMATION 
TECHNOLOGY
This paper 
Process Automation for will:
An Unpredictable Tomorrow Provide an actionable 
definition of Process 
As organizations cope with rapidly Automation
changing work environments and buying Define optimal 
behaviors, Process Automation is beginning applications
to get the attention it Outline how to set goals and 
deserves.Companies the world over are structure a plan for meeting 
starting to grasp how technology can meet 
the needs of staff to improve job satisfaction your objectives
Uand eprrsotdaundctinivgit yh.ow Business Process 
Automation works, and its myriad benefits, 
should drive any digital transformation project. By 2024:
Once the advantages of automation and the 1 in 5 workers in 50% of 
associated risk factors are known, it’s important knowledge-intensive structured, 
tasks will have an AI- repeatable tasks will 
to define the business objectives and goals so enabled “digital be automated.2
coworker.”1
Process Automation can frame the path
to success.
The majority of companies without a digital 
transformation strategy believe they will 
begin losing market share within a year.
Process Automation
1 - 2. 
for An Unpredictable Tomorrow https://www.idc.com/getdoc.jsp?containerId=EMEA442552
18
There are five main Process 
Process Automation employs Automation drivers applicable to 
technology to automate repetitive all businesses:
workflows that require little to no 1 Expense reduction
human interaction.
Before beginning the Process Automation 2 Increased efficiency
journey, we need to understand the key 
drivers impacting your investment and Improved accuracy, 
resource decisions. What are you solving 3 safety and/or quality
for, and how will this affect the people 
in your organization? It is of paramount Improved customer 
importance that you address the most 4 experience and retention
critical issues as there is likely to be 
disruption, budget impact and mission Increased or new 
creep in the absence of clear direction. 5 revenue streams
In most cases at least two of these three will apply or overlap. 
Picking the goal most applicable to your needs begins the goal 
Process Automation setting process which will help formulate a plan for and ultimately 
for An Unpredictable Tomorrow confirm future success.
GOALS
Expense Reduction Increased Efficiency Accuracy/Safety
Expense reduction usually results in the Cost isn’t always the principal driver. Humans are smart enough to make 
elimination of information intensive and Occasionally, it’s time. Process Automation mistakes - machines aren’t! When quality 
repetitive tasks. helps staff reclaim time lost to repetitive control or safety is at stake, automation is 
Computers and machines can sort tasks, which can be better applied often an ideal solution. Taking humans out 
information, complete forms, and compile elsewhere. of the equation shifts workers from 
finished documents without assistance if In the right circumstances, machines managing everything to only managing 
assigned for these purposes. Removing outperform humans at every turn. exceptions. Instead of having to handle 
paper is often the first step; digitizing Eliminating backlogs and meeting strict every project, one only needs to focus on 
information creates opportunities for deadlines are critical points for Process the outliers resulting in substantial 
reducing human error. Automation. While this often pLarostdlyu,c ctoivnitsyid gear ihnosw.  increased safety and 
requires investment upfront, savings accuracy not only improves efficiency, but 
persist and amortize well into the future. saves your company money. Hidden costs 
Routine and repetitive like workers’ compensation can be greatly 
tasks, once automated, can be run in reduced with Process Automation.
BENEFITS batches, in off hours, and in remote 
Wlochaatti ounsse da cthoi etvaikneg  hleovuerls  orf  deaffiycsi ebnyc hyu mans 
thaekresto fao rmea ucnhainttea minainbulete.s. The investment 
Visibility into core business cost is easily recouped in staffing hours 
processes saved and applied elsewhere to improve 
Visibility to meet business processes where human hours are better 
demands invested. Think critically about how Process 
Automation can improve efficiency and 
Visibility to handle your complex you’ll start to recognize the cost benefits, 
processes too.
3
GOALS (CONT.)
Improved customer Increased or new 
experience and revenue streams
retention Companies who engage in Process Automation frees up time in 
everyone’s day, which can be used to pursue digital-first, data-driven 
or support new lines of business that drive 
Customers look to your company for revenue. Support staff will have more task management are 
answers. Process Automation allows your bandwidth for new ventures.
staff to return actionable, accurate results 23 times more likely to Because Process Automation helps return 
to customers quickly. better, faster service to customers, proving 
Smart, self-guided service portals are acquire customers, and value is simpler. As your company is able to 
another key benefit Process Automation scale-up what it offers, it may be smart to six times more likely 
and a data transformation strategy can evaluate your cost structure for customers.
deliver. Whenever possible, allowing to
customers to find answers themselves The speed and efficiency of Process 
alleviates your staff from performing 3 Automation mean staff can work smart, not retain them. More 
routine tasks customers formerly hard. Identifying where your company can 
requested. The customers and better adjust roles and responsibilities may increase 
ability to quickly access documents and get overall efficiency without adding to the retention is a recipe
answers any time is a huge advantage for company headcount or payroll. Increasing for success.
everyone. the company headcount to meet customer 
demands also increase spending; working 
smart reduces the chance of increased 
staffing cost while helping drive revenue 
elsewhere.
Process Automation 3. https://uk.sganalytics.com/blog/data-driven-companies-are-
for An Unpredictable Tomorrow 19-times- more-likely-to-be-profitable-the-role-of-data-in-digital- 4
transformation/
With these goals in mind, where 
are your greatest opportunities 
for Process Automation?
Routine and Repetitive Tasks
RPA or Robotic Process 
Automation Complex Tasks
Put the Customer 
Tasks that are recurring and repetitive 
First should be table stakes for your digital 
Self Service or Guided Decision Making transformation to Process Automation.
With 
digitization and automation, we can 
Reporting achieve the equivalent
in cost and time savings for all sorts of 
data- intensive processes and projects.
Document Management This can result in labor reduction and 
enhanced utilization of existing staff.
Freed from the mundane and routine, 
workers draw on critical thinking and 
more complex problem solving.
With these goals in mind, where 
are your greatest opportunities 
for Process Automation?
Routine and Repetitive Tasks
RPA or Robotic Process 
Robotic Process Automation 
(RPA) excels at automating 
Automation Complex Tasks mundane, repeatable tasks 
such as data entry, report 
generation, and entity
Put the Customer First extraction. RPA often results in 
more precise monitoring and 
accuracy, leaving employees to 
Self Service or Guided Decision Making focus on problem solving and 
opportunities for continued 
improvement.
Reporting In certain circumstances, the 
organization may also 
Document Management reduce the likelihood of 
injury.
With these goals in mind, where 
are your greatest opportunities 
for Process Automation?
At times, complexity is more problematic than 
simple, mundane tasks because it’s actually a 
Routine and Repetitive Tasks series of simple tasks.
Business decisions often require many variables, 
inputs, and calculations which follow prescribed 
RPA or Robotic Process methodologies. Accuracy and speed are critical 
components that often creates risks for humans.
Automation Complex Tasks Letting the machines do the work via programmed, automated decision making is a 
reliable way to ensure accuracy and drive 
Put the Customer First productivity gains.
Self Service or Guided Decision Making 
Reporting
Document Management
With these goals in mind, where Data-driven organizations are:
are your greatest opportunities 
for Process Automation? 23x more likely to acquire 
customers
Routine and Repetitive Tasks 6x more likely to retain 
customers
RPA or Robotic Process 
19x more likely to be profitable4
Automation Complex Tasks Arguments for automating the “back office” are 
relatively simple and uncomplicated. But front 
Put the Customer First office opportunities can be a lot trickier as 
resulting benefits may be perceived
differently among unique customers or between 
Self Service or Guided Decision Making customers and the organization. Data shows that 
older customers still prefer face-to-face interaction 
while younger customers continually raise 
Reporting expectations regarding digital transaction capabilities.
Companies, intrigued by potential cost savings and 
enhanced time to delivery, often overlook the 
Document Management resulting impact on established relationships. 
Automation without purpose is not a good thing.
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sales/our-insights
With these goals in mind, where Relieve employees and customers of their dependence on “specialists” for many tasks. By 
are your greatest opportunities providing all requisite
for Process Automation? information on a timely basis via technology, users or customers can make data-driven decisions on their 
own. When it 
comes to both customer and employee engagement 
Routine and Repetitive these systems should have “out clauses” at key 
Tasks inflection points, connecting the user back to a 
RPA or Robotic Process specialist in a timely manner if they get stuck.
Automation
Complex Tasks
Put the Customer 
First
Self Service or Guided Decision Making
Reporting
Document Management
With these goals in mind, where 
are your greatest opportunities 
for Process Automation?
Routine and Repetitive Tasks
RPA or Robotic Process 
Automation Complex Tasks
Put the Customer First
Self Service or Guided Decision Making
Few tasks are quite as repetitive and time 
consuming
Reporting - or vital - as reporting. Most companies have 
already automated several key reports but 
Document Management there are always opportunities for more.
With these goals in mind, where 
are your greatest opportunities 
for Process Automation?
It is remarkable how often we still print 
Routine and Repetitive Tasks out documents for signature, only to 
rescan and email them to someone 
else. The loss in time is 
RPA or Robotic Process obvious and straightforward, but there 
are security and access privileges to 
consider as well as proper archiving 
Automation Complex Tasks and retrieval. Every time a 
document is printed, confidentiality is 
compromised. Further, misplaced 
Put the Customer First documents can “disappear” when 
improperly filed or ignored.
Self Service or Guided Decision Making Automating document workflows keep 
everything on a rules-based assembly 
Reporting line that automatically routes 
information, prompts personnel for 
signature and tags, and stores 
Document Management information for future retrieval by 
those
with access.
TIME TO PLAN Consider the need to:
Interview key stakeholders to compile specific 
automation goals in measurable terms relating 
Now that you know which tasks are to expected cost reductions, increased 
best suited to automation and how efficiencies and/or improved accuracy/safety.
to go about setting goals, we can 
get specific. Putting people first is 
your best first step in the process. Define development phases, including go/no 
Planning your automation initiative go options.
in phases so that those affected will Build change management strategies 
be able to adjust in “bite-sized” into the process
increments helps reduce anxiety 
What is the human backup plan in case of 
and improves adoption of newly 
implemented processes. failure during rollout/implementation?
Define adoption goals:
How will teams receive training and 
education?
Should changes be piloted to a 
smaller group initially?
Process Automation What does successful adoption 
for An Unpredictable Tomorrow look like?
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6 steps to a solid Process Automation 
plan
1 Identify the 
Process or Workflow Mapping: 
process(es) to be 4 Articulate who the key participants 
automated. are, their role in the Process 
Automation transformation, and 
the actions they will take.
Define expected improvements 
2 Define KPIs, benchmarks, and 5 and the methodologies for related goals to be measured. ongoing monitoring and 
measurement.
Data analysis: How are systems and 6 Implementation Plan3 processes currently performing? What a. Pilot or general 
is the expected performance rollout?
improvement with automation? b. Training and testing
c. Achieving steady 
state
Process Automation
for An Unpredictable Tomorrow 13
GETTING STARTED
The perceived costs of Process Automation can be 
intimidating, but doing nothing gets you nowhere. 
Consider the increasing cost of staffing-up to perform 
custom duties versus the future savings associated with 
automation. This analysis is a critical first 
step and results in the identification of expense reduction 
and/or increased productivity opportunity.
Moreover, customer expectations regarding 
competitive pricing, immediate service, and speed are 
only increasing. To that point, Process Automation is 
arguably a competitive necessity.
With that said, Business Process Analysis is a skillset that 
should not be left to novices.Organizations looking to 
achieve significant improvements should consider third 
party expertise with proven methodologies who bring 
experience and a fresh outlook that is unencumbered by 
“the way we always have done it”.
CASE STUDIES
Case Study 1
Results
The client gained $1.5M in savings on tax 
realignment, operational efficiencies, and 
further recommendations made by Ricoh 
Ricoh helped a large law firm engage for maximizing investments in critical 
over 70 stakeholders during a 7- application infrastructure.
week process. In this phase, Ricoh The process helped eliminate ‘tribal 
knowledge’ held by nearly 40% of a 
discovered pain points, assessed the decentralized workforce set to retire in 
firm’s culture, and identified the next five years, which would have had 
potential future issues that could dire consequences for continuity after the 
affect the transformation process. transformation was officially completed.
Finally, Ricoh helped the firm craft an 
executable plan to improve company 
culture, enhance their technology 
ecosystem, empower and support self-
sufficient employees, and utilize a data- 
driven decision making process moving 
forward.
Process Automation
for An Unpredictable Tomorrow 16
Case Study 2
Results
Ricoh eliminated custom .NET coding and 
created AR invoicing process for a 20% 
reduction in decision-making time for faster 
A client in the energy industry had processing of invoices. The client realized a 
an unsound approach to utilizing 50% reduction in legacy macro processes for 
existing platforms and technologies. faster chemical interactions analysis, and 
Ricoh was able to help them move 
Due to a divestiture and subsequent material safety data sheets from SAP to 
acquisition, systems didn’t work in Sharepoint with workflow tools that 
harmony and the company inherited helped reduce code by 200,000 lines, 
outdated processes with heavy resulting in a simplified operating environment.
technical debt which made ongoing A new program of control and 
improvement and support difficult. transparency for stakeholders over new 
A lack of expertise created further processes was installed to support 
proactive management and process 
barriers to entry for migrating to a improvement moving forward.
new platform.
Process Automation
for An Unpredictable Tomorrow 17
At Ricoh, we bring over 80 years’ experience 
streamlining and simplifying business processes, 
keeping your workers connected with the data 
they need. In 
addition to keeping you connected and ensuring 
business continuity, we draw on the latest 
technologies and best practices to automate 
your workflows and streamline operations 
releasing resources to fuel your organization’s 
continued growth.
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DIGITAL SERVICES EXPERT GUIDANCE INFORMATION 
TECHNOLOGY