Reckitt, a producer of health, hygiene and nutrition products, began to implement an automation-first approach last April to eliminate any repetition of processes within the business. Working with UiPath, Reckitt began with IT operations.
“Every department, in any business, has repetition in tasks or processes. We wanted to focus on areas where we saw that repetitive work was having a significant impact on both the team members and user experience.”Prashant Arora, Head of Service Modernization and Automation, Reckitt
The company started by analyzing its IT suite to identify the tasks taking the longest to solve and consulting with internal stakeholders on what processes they would like to see automated.
The company has also used process mining tools to reveal the inner workings of its IT operations and as a result of the findings, set up a service modernization and automation function called NextGen IT Ops.
“This owns the entire digital transformation of IT operations using a mix of long-term employees, automation experts, support and external partners. The team is responsible for scaling automation quickly and effectively, as well as upskilling and cross-skilling. It serves as a group of evangelists to educate the wider employee base and garner support, but also to ensure staff acquire the skills needed to continuously innovate.”Prashant Arora, Head of Service Modernization and Automation, Reckitt
Reckitt has so far automated more than 20% of processes within every element of its IT operations, from service desk to end-user computing and application. The ninety-plus software robots it’s implemented have saved the business over 10,000 hours a month.