Company: Automation Anywhere, San Jose, CA
Company Description: Automation Anywhere is a global leader in Robot Process Automation (RPA), automating end-to-end business processes with software bots. The company offers the world’s only web-based and cloud-native intelligent automation platform combining RPA, artificial intelligence, machine learning, and analytics to help organizations rapidly start and scale their process automation journey.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Training Team of the Year - External - Technology Industries
 Nomination Title: Automation Anywhere: Training and Coaching a Support Team for the Future
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 203 words used.
The attached PDF starts by illustrating our commitment to our employees. Every new employee receives a personalized welcome email with a video from our Senior Vice President of Customer Support. This video welcomes them to the team and shares our objectives for the year. Additionally, it provides them with contact details for their manager and mentor, a day-to-day task list, and detailed objectives and key results based on their role.
Our tailored learning paths are included on the second page. They are automatically assigned and tailored to each role within our Customer Support Team. We offer curated training for Technical Support Engineers, Technical Account Managers, Enterprise Architects, Escalation Leads, Managers, and more.
Finally, we share a glimpse of our quality and coaching platform, which allows us to be agile and adapt to changing conditions by quickly targeting the most impactful cases and making the best use of our resources. This platform has improved our efficiency, enabling us to review 20% of our incoming cases, and has helped our team adapt to the future while continuing to enhance our current staff's skills.
We are proud of our commitment to our employees and believe that our personalized approach to onboarding and training sets us apart.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 199 words used.
Automation Anywhere is a globally recognized leader in enterprise-grade intelligent automation, which automates end-to-end business processes with software bots that offer unmatched efficiency. The company has developed a web-based and cloud-native intelligent automation platform that combines RPA, artificial intelligence, machine learning, and analytics, enabling organizations to start and scale their process automation journey rapidly.
Our mission is to empower clients to achieve their automation goals and maximize their return on investment by providing them with fast, reliable, and personalized support. Our platform comprises RPA Workspace, Automation Co-Pilot, Document Automation, Process Discovery, Bot Insight, and over 1200 bot store products. We have deployed over 2.8 million bots worldwide and have more than 1 million community members.
Here are some of our recent achievements:
- We were named a Leader in the 2023 Gartner® Magic Quadrant™ for Robotic Process Automation for the Fifth Consecutive Year
- We were named a Leader in the 2023 TSIA assessment.
- We were named PeerSpot Tech Leader for Robotic Process Automation (RPA)
- We were named G2's Best Software Products for 2023
- Our Automation Anywhere University (AAU) students completed 2 million courses and 23400+ certifications.
- We were selected by Newsweek as the #14 Most Loved Workplace in 2023.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the team's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 227 words used.
We have achieved several milestones that have completely transformed our employee onboarding and training processes. We have developed a seamless and streamlined onboarding process that makes new hire orientation a breeze. Our automated welcome emails include a message from the vice president of customer support, details for their manager, assigned mentor, objectives, and critical results. We also provide a detailed daily checklist with orientation meeting information and self-paced learning links. We have automated our training assignment and tool access for new hires based on their role, allowing them to start learning and have access on day one. This ensures no delay or idle time after our company's onboarding, and they can start learning their new job.
In addition, we have developed and adopted a refined quality auditing system that is agile enough to implement process and policy changes within hours. We have weekly quality calibration sessions with our regional management to ensure all teams share the same understanding of what a significant interaction looks like. We take this time to group audit cases and discuss any differences in scoring. We have been able to react to feedback from these calibration sessions to make 32 audit form updates in the last six months and establish a robust appeals process. This has engaged our engineers and managers to be a vocal part of the process, leading to constant improvement.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 245 words used.
We are thrilled to share how our recent changes to our onboarding program have positively impacted our business. Our new hires have provided us with a perfect 100% score in post-training surveys, which measured if they received all the relevant information and tools necessary to do their job once they were fully working. They have also praised the trainer, manager, and mentor interactions for being critical to their success while learning the content. By training our new employees effectively and setting clear expectations, we have seen a significant reduction in idle time and a 47% decrease in the average resolution time for the team, all while welcoming new staff.
We have also continued to improve the coaching for our existing employees through weekly quality calibrations with our regional support leaders. These efforts have resulted in a shift in focus across our teams. Even with adding and updating expectations, we have improved our average audit score by 8%, leading to an improved customer experience, with our Customer Satisfaction Score increasing by 14.6%. One topic of focus for our coaches was documentation and knowledge creation, which has allowed us to launch our next-generation customer support initiative successfully, utilizing digital workers driven by intelligent automation and generative AI to assist customers from initial response to resolution. Our digital workers created from this initiative are resolving 32% of our incoming requests from our standard support customers and improving the resolution time by 27% for our premium support customers.
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