Today, businesses are investing in CRMs to smoothly run their operations and delight their customers.
However, managing any CRM software efficiently is a tall order. Organizations have to allocate a large number of resources, especially if it’s a herculean platform like Salesforce.
This increase in the overall expenditure due to resource allocation causes many small businesses to look the other way and not really leverage the true potential of their CRM.
Whenever there’s a conversation around improving the efficiency of Salesforce or any other CRM, Robotic Process Automation (RPA) has been the talk of the town for the past couple of years.
Research states that the market for hyper-automation enabling technologies will touch $596 billion in 2022, indicating a growth of approximately 24% from the $481.6 billion in 2020[i].
In fact, the RPA software market rose to a whopping 38.9% in 2020 to $1.9 billion[ii] and retained its position as the fastest-growing segment in the enterprise software market.
Let’s understand more about what RPA is and how it helps organizations blaze ahead.
What is RPA?
RPA software mimics the actions of humans in a faster and less error-prone way. This technology helps your teams to work on higher-value tasks that require their creative and critical thinking rather than spend time on repetitive tasks.
RPA plays a key role where integration might not be possible. For instance, you might want to integrate two systems that do not have available APIs or middlewares for communication and that’s where RPA robots can help.
They can function on these seemingly two independent systems and work on them like actual users creating a virtual integration for end-to-end information flow.
What is RPA for Salesforce?
There are a lot of moving parts in a platform like Salesforce. It has numerous predictable, rule-based, and repetitive tasks. However, the resources allocated for managing the CRM system can sometimes create bottlenecks and cause delays.
With the powers of RPA and Salesforce combined, you can easily streamline repetitive rule-based tasks within the platform.
RPA Integration With Salesforce: Your Key to Simplified Operations
The shift to digital-first customer and employee experiences has multiplied data from more systems than ever before. Common roadblocks that organizations face are securely integrating, automating, and managing workflows across multiple systems and tackling data silos. And that’s exactly where RPA integration with Salesforce can help.
Let’s look at what benefits you can gain from RPA integration with Salesforce:
- Reduce Cycle Time – Salesforce tasks such as lead nurturing and management, customer support, and routine sales activities require a series of manual tasks. Unfortunately, this can make your process time-consuming. Using RPA in place of these manual tasks, your completion time will be quicker and reduce the cycle time considerably.
- Cost Reduction – With numerous manual tasks in Salesforce that are repetitive and routine, it is harder to hire people who can perform them accurately. When you use RPA, you reduce the number of resources and time spent on managing Salesforce by a considerable amount, which in the long run reduces costs.
- Improve Level of Efficiency and Productivity – Your RPA bots have got your back 24/7 and this helps improve operational efficiency since multiple complex tasks can be taken care of in a single go. For instance, an RPA bot can perform sequential actions to automate the lead creation process in Salesforce instead of your team spending their time on it.
- Reduction in Human Errors – Human prone errors are common. And when they occur, precious time and money get misdirected. However, with RPA these manual tasks can be automated, with accuracy, and you’d get the ability to scale and improve your processes.
For instance, with the RPA bot, your IT team can configure and export Salesforce reports and distribute them right from Salesforce with external partners or customers.
And with the recent advances in artificial intelligence, RPA has become competent to handle more complex operations with ease.
RPA adoption has accelerated because it empowers business users to automate business processes without demanding any specialized development skills.
How Salesforce is Becoming Future-Ready With the Acquisition of Servicetrace
Salesforce has always been a step ahead in innovating and keeping up with trends.
And given the rise of RPA, Salesforce is on its path to the acquisition of Servicetrace RPA, as a part of MuleSoft.
This acquisition is aimed to grow new RPA capabilities as part of MuleSoft’s unified platform and as a solution for the Salesforce Customer 360 platform.
By adding an RPA layer on top of MuleSoft, Salesforce gives its customers the ability to bring relevant data into Salesforce and help you manage, monitor, secure, and govern data at scale.
MuleSoft would now be able to deliver unified integration, API management, and an RPA platform. This will enrich Salesforce Customer 360 and enable brands to deliver exceptional customer experiences from anywhere. Also, they can scale, increase the speed of work, and streamline sales operations.
Salesforce’s Einstein automated solution will improve considerably with the new RPA capabilities by enabling end-to-end workflow automation across systems. It is expected that MuleSoft RPA will be available in 2022.
In the new hybrid world, data is multiplying, making it more challenging for CIOs and CTOs to manage and monitor workflows manually. To get an edge over the next wave of disruption, Salesforce has taken a forward-thinking approach by adding RPA to its arsenal.
[ii] Fortune Business Insights
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