Updated: May 19, 2021
Robotic Process Automation, or RPA, is drastically affecting every single industry including that of e-Commerce.
E-Commerce is rapidly becoming more efficient and custom-centric and RPA offer E-commerce organisation a means to become a differentiator in the market. By deploying RPA, e-commerce retailers will be able to manage their business in a more efficient organised manner.
Let us run through the different applications RPA can introduce for e-Commerce organisations:
1. Merchandising and Inventory automation
Whether you are using WooCommerce, Shopify, Magenta, etc the process of uploading images, product categories and various product descriptions is a very manual and tedious process. RPA can prove invaluable in such cases as it allows the complete process to be daily even hourly updated based on certain triggers.
2. Content Creation
E-commerce content creation for brands and marketplace includes quite a few repetitive tasks, often in multiple iterations. This is especially true for product catalogues. For a website to offer information that a buyer needs, you would need content specialists to create a product page. These content specialists source data from multiple locations and aggregate them in a template file defined by the CMS. This process is repeated each day, and each step has a set number of guidelines to follow.
Also, the product that you sell or manufacture needs to be added and shown on each platform, stored and then kept updated. Isn’t it a hectic and a complex task?
3. Product Categorisation
Are you currently aware of how many customers you are losing on a daily basis due to inefficient categorisation.
Why not just get a bot to categorise your products based on pre-determined rules and architecture making sure that your customers quickly and simply find the exact products they are looking for.
4. Competitor Spying
Are you in a competitive market. What would you give to know exactly what price your competitors are selling comparable products every single day. This is where RPA comes into its own. By simply configuring a few rules, your personal bot can update you on a daily basis what your competitors are selling their comparable products for and, even better, automatically update your respective e-commerce store should you wish to match or better your competitors price.
5. Supply Chain
Automating processes within an organisations supply chain is a well documented benefit of RPA. Just a few of the processes that RPA can automate in an organisation's supply chain include:
It eliminates the manual input of purchase orders and other administrative tasks.
Responds to requests for proposals, quotes, and questions through innovative AI.
The system provides 24/7, 365, engagement across supply chain networks.
Automates B2B processes that would cost more if conducted manually.
Touchless Invoice Processing
Supply and Demand Planning - the bot can analyse multiple statistical models concurrently
Automated Inventory Management - demand prediction, inventory allocation, stock replenishment and even mark down calculations and assortment and financial plan seeding
Warehouse Management - reduce human inventory errors
6. Returns Processing
The increasing use of customer-oriented retail practices especially in e-commerce adds up the tasks like product returns to the various retail processes. Processing returns manually can be a really time-consuming task and being a cost to the company manual processing further increases the costs. RPA can handle the return, which includes a series of repetitive steps: sending a message confirming receipt of the return, updating the inventory system, making the payment adjustment to the customer, ensuring that the internal billing system is updated, and so on.
7. Customer Service
Again an obvious choice when discussing automation but, according to IBM’s report, “In a 6-minute customer service call, 75% of that time is devoted to agents doing manual research, with valued customer interaction at a dismal 25%.” Repetitive tasks take a long time, including seeking customer details, sorting & connecting. RPA bots are fast and can help by quickly tracking customer information through several systems. This helps employees to reduce lead times, ensuring a better support experience.
RPA bots filter junk requests as well. They defend against spammers and ensure that low-priority and unimportant customer service requests don’t eat up times. And employees can genuinely focus on real customer issues.
According to Gartner, RPA is estimated to reach nearly $2billion by the end of 2021, which is an increase of 19.5% from 2020. Its clear to say that RPA is a game changer and is often listed as one of the top 10 most important technologies of 2021 and beyond. The question for you is not if I am going to adopt this technology but rather when.
Simply drop us a message and we can guide you on your path to RPA adoption.