Q3 2019

MEAMARKETS / Q3 2019 7 , Apr19502 Realising Your Full Potential of Automation DigiBlu helps clients to create multi-purpose Digital Workforces, as well as providing remote delivery andmanaged services using their Robotics Operations Centre. Following their recent success inMEAMarkets African Excellence Awards 2019 as the Digital Workforce Innovators of the Year 2019, we profiled the firmand caught up with Steve Burke who provided us with a behind the scenes glimpse into the innerworkings of the innovative solutions the company offers to their clients. Established in 2014, DigiBlu’s mission is to be a world- leader in creating and operating Digital Workforces, taking African expertise to the world. Today, the firm uses Intelligent Automation technologies to create and operate Digital Workforces, both on-premise and delivered over the cloud from their Robotic Operations Centre (ROC) in Cape Town. Digital Workforces use Robotic Process Automation and AI technologies to handle automated processes – along the value chain, from the customer conversation to fulfilment. They enable innovation, new revenue streams, reduce costs and improve the customer experience. With offices in Johannesburg, Cape Town and London, the firm operates in Africa and the UK, and are expanding internationally. Going into further detail about the firm, Steve begins by informing us of DigiBlu’s main mission, and the steps the team takes to ensure that they achieve all objectives set. “Here at DigiBlu, our aim is to help companies realise the full potential of automation. We are about creating Digital Workforces as an enterprise strategic asset, rather than doing discrete desktop automation. This means partnering strategically with the executive sponsor/s to set strategies and objectives and to define the right service model or internal operating model for their Digital Workforce. With objectives set, we run an opportunity assessment to identify candidate processes and organise them into a portfolio to; deliver rapid ROI through business case- driven automations, to address operational points of pain and to innovate services.” Working tirelessly behind the scenes, the experienced, hard- working and passionate team which forms the backbone of DigiBlu ensures that automations are deployed at speed and expectations exceeded. They are proud, for example, to deliver in-year ROI’s of the order of 200% and even more thrilled to see customer satisfaction (NPS) increase by an average of 31%. When discussing the internal culture, Steve is keen to highlight the significant role the team plays in the overall success of the firm. “As a firm that wholly specialises in Intelligent Automation, we have created Competencies to capture lessons learned, develop insights and best practices and continuously improve our methods for delivering and operating Digital Workforces. “Supporting us is our incredible team of specialists. Throughout the years, we have designed new career paths and roles, and we train and accredit our people so that can have fulfilling careers and be the best they can be. They are typically inquisitive, wholly committed and excited to be operating in the vanguard of 4IR.” Moving forward, the team at DigiBlu will continue to develop new offerings that leverage AI and robotics technologies to innovate their clients business and operating models. Bringing the interview to a close, Steve signs off by revealing the exciting plans which lie in the pipeline for DigiBlu, touching on the firm’s key projects they have lined up for the future. “We are thrilled to be scaling Digital Workforces with our current clients, one of which will be operating hundreds of digital workers. Looking ahead, a key project for us is the rapid expansion of the Robotics Operations Centre. We are moving all of our automation development into the ROC, as well as developing innovative automation services, delivered over the cloud. We are reinventing the Business Process Outsourcing industry by using digital workers to broaden services and be really responsive - delivering new processes, enhancements and continuous improvement in rapid release cycles – at a really low price point. “Ultimately, here at DigiBlu, we take satisfaction in helping to shape the future as we stride into 4IR and seize new opportunities to help organisations realise the full potential of automation.” Contact: Steve Burke Company: DigiBlu Telephone: +27 82 427 0106 Web Address: www.digiblu.co.za