Monthly Tangentia Byte
September 2021
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Month: September 2021
Tangentia acquires Cycloides
Tangentia acquires Cycloides
Tangentia, a leading global digital transformation company, headquartered in Canada and with a presence in Goa in India, has recently signed an agreement for the acquisition of Cycloides Technologies in Kerala and Cycloides Inc Canada.
Bringing Cycloides into the Tangentia fold nearly doubles the team strength of Tangentia to enable new ideas to flourish while gaining new capabilities for off-shore product development and client delivery centers, a press release said here on Thursday.
Vijay Thomas, CEO of Tangentia says “We are committed to investing and expanding to multiple states in India to truly have a pan-India presence to not only support our global customer base but to also support our ever-growing base of customers in India. In addition to the newly combined team strength, Tangentia is planning to generate over 100 new career opportunities globally.”
Cycloides is the first Kerala-based IT company to have a contract with BMW Canada, Tune Protect (Air Asia subsidiary), Hospital Corporation of America (HCA), and many others. Cycloides created HCA’s world’s first Mobile Heartbeat development center and has also won other strategic contracts with H&R Block, CTS and Hitachi.
Through its local presence in Canada, India and USA, Tangentia has been able to provide its customers with a “Think Global, Act Local” delivery model.
Tangentia now boasts of 1000+ customers worldwide which include 13 Fortune 500 customers in 30+ countries. Tangentia proprietary platforms like Tangentia Gateway and TiA(Tangentia Intelligent Automation) manage transactions worth more than USD 10 Billion worldwide every year, which include processing B2B transactions for India’s largest retailer, the largest appliance manufacturer in the world and the largest beverage alcohol distributor in the world.The merger comes with the promise of a better tomorrow for all the stakeholders.
“Our merger with Tangentia is a fantastic match of an entrepreneurial mindset and complementary skill sets. With this acquisition, the employees, clients and partners of Cycloides will be part of a bigger network of operations and can access world-leading Tangentia solutions around Robotic Process Automation, Artificial Intelligence and B2B,” says Anil A R, former CEO of Cycloides and SVP, Strategic growth at Tangentia.
The company's presence across India has opened up job opportunities for aspiring candidates, who want to transform and contribute to the ever-changing dynamics of technology.This again isn't only restricted to Kerala or Goa or India but the whole world, further expanding and strengthening ties between India and Canada through employment.
This year, Tangentia is on a mission to ‘Take the Paper out of Paperwork’, which is strongly highlighted in their latest #PaperOutOfPaperwork brand campaign urging businesses to do away with tedious paper processes and switch to automation to foster business growth.
The pandemic has forced organizations to go digital which is quickly becoming the new normal. Against this backdrop, #PaperOutOfPaperwork strives to educate businesses about the use of automation in business operations such as saving time, money and resources, while increasing productivity and growth all by reducing the use of paper processes.
Tangentia’s acquisition of Cycloides will accelerate the mission to automate, innovate and make an impact.
RPA Transforms the Customer Experience in Contact Centers
RPA Transforms the Customer Experience in Contact Centers
Agents working in a call center are required to perform a wide range of tasks associated with customer care. Many of these tasks are repetitive and easily reproduced, making them ideal for automation. Robotic process automation (RPA), essentially a software “bot,” can tackle these tasks, freeing up employees to focus on customer engagement. In fact, The Harris Poll found that 46% of customer interactions are already automated, and they predict that number will be as high as 59% by 2023.
How RPA for Contact Centers Works
RPA in contact centers can perform both back-office and front-office tasks. When it comes to back-office tasks, the RPA bots are unattended, which means they can run without human intervention. These bots run continuously in the background, taking care of back-office tasks 24/7.
Bots that work on front-office tasks are attended bots. That means these bots are launched by a human agent and work alongside them to perform tasks that make the agent’s job faster and easier and allow them to put their focus on the customer.
Tasks RPA Can Perform for Contact Centers
RPA can be programmed to perform individual contact center tasks or groups of related tasks that ensure the end-to-end automation of entire processes. These can include:
- Routing calls
- Launching applications
- Searching for and extracting information from a variety of sources
- Making field entries
- Performing copy-and-paste actions
- Performing basic calculations
- Managing employee data
- Creating invoices and receipts
- Issuing refunds
- Preparing reports
The Difference RPA Makes in Contact Centers
With all these tasks and processes being performed by RPA bots, agents are able to spend significantly more time in direct engagement with the customer. In addition, these tasks and processes can be completed by RPA in a fraction of the time it takes a human to perform them, ensuring faster call resolution and decreasing call time. The result? A significant increase in customer satisfaction as they:
- Are routed to the right agent the first time
- Only have to provide their information once, even if they have to speak with another agent
- No longer have to wait on hold while the agent performs tasks
Use Cases for RPA in Contact Centers
With such a range of tasks that RPA can perform, there are many uses it can be put to. Here are some examples of use cases for RPA in a contact center.
Identify a customer in the system
When an agent gets a call from a customer, they must identify that customer in their system before they can do anything else. This requires the agent to navigate multiple systems that are siloed from one another to pull up the required information, from the customer profile to information related to their order, shipment or support ticket. This is a tedious process that takes time, leaving the customer waiting on hold while the agent does their work.
With RPA, the process of customer identification can be automated. The RPA bot can go into the required systems and pull up all the relevant information in just seconds by doing things like launching apps and making field entries. Meanwhile, the agent is able to stay on the line with the customer.
Update customer information
Once a call comes to its end and the customer issue is resolved, their order placed or relevant changes made, the customer’s information must be updated accordingly. This is another area where the customer has to wait for the agent to do these updates manually.
With RPA, the agent just has to enter these changes once. The RPA bot can ensure that information is integrated across every system that is relevant to the customer’s call. This is all done quickly and with minimal agent intervention.
Create summary scripts
These days, it is common for a summary script of a call session to be created and emailed to the customer for their records. For an agent to do this takes a significant amount of time during and after the call.
When RPA is given the task of creating the summary script of the call, the agent is freed up to really connect with the customer during the call. And since they don’t have to worry about finishing and sending the summary script after the call, they can move on to the next call more quickly, increasing their overall productivity.
How to Implement RPA in Your Call Center
RPA is a powerful tool in your toolbox when it comes to increasing customer satisfaction and your ROI. As such, you want to be sure you approach implementation the right way. This requires you to first identify your business and operational objectives and the tasks and processes that would make the most impact when it comes to reaching those objectives.
Once you have done this, you can then implement RPA and train the required bots to perform their tasks. This will involve bringing onboard an RPA partner who can help ensure you have the right bots that are programmed using a variety of tests cases to ensure they work as they should. These bots can then be brought online in a way that fits with your current systems and workflow.
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RPA Shifts the Focus Back to Patients in a Variety of Healthcare Fields
RPA Shifts the Focus Back to Patients in a Variety of Healthcare Fields
When we think of healthcare, we often think of visiting our doctor or the hospital. But healthcare services encompass so much more, such as dental care, optometry, physical therapy, chiropractic, and massage therapy.
Each and every one of these is dedicated to focusing on patient care, but at the same time, each has an increasingly complex administrative load to deal with. Robotic process automation (RPA) can alleviate that administrative burden and help you put your focus back on your patients.
What Is RPA?
RPA is a technology that uses software “bots” that are programmed to complete specific tasks. These can be standalone tasks or a series of tasks that make up an entire process. The key is to implement RPA in the back-office and front-office in strategic areas in such a way that staff is freed up to focus their time and energy on high-value tasks that are directly related to patient care and nurturing patient relationships.
Challenges Faced by Healthcare Providers
Let’s get specific about the challenges faced by all healthcare providers, regardless of the field in which they operate. These challenges primarily come down to three main areas:
Experience, Knowledge, Expertise
EDI is not a monolithic discipline. Different industries have different data interchange requirements and must adhere to different regulations and standards. A vendor that understands one sector is not guaranteed to be knowledgeable about another.
- Patient management
- Data management
- Account management
All three of these areas of management are heavily reliant on numerous tedious, repetitive tasks that are time-consuming and prone to error when performed manually. However, when these tasks are automated, the result is processes that are done in a fraction of the time and are error-free, while staff and healthcare providers have more time to spend with patients.
Benefits of RPA in Healthcare
The benefits of RPA in healthcare are many and they have a significant impact on the ability of healthcare providers to offer the highest level of care. These benefits include:
- Easier appointment booking and tracking
- Quicker access to test results
- Increased patient participation
- Higher patient satisfaction
- Improved patient relationships
- Superior patient outcomes
- Reduced overtime worked
- Lower stress levels for healthcare providers and their staff
- Easy scalability for when patient loads increase
RPA in Healthcare Use Cases
Regardless of what medical field you are in, RPA can help in a variety of ways. There are many use cases associated with RPA in healthcare. Here are some examples.
Simplified Appointment Scheduling
The process of scheduling patient appointments is faced with challenges, whether the patients schedule their appointments online or the appointments are scheduled in the office. In some cases, there is a need to:
- Refer to patient data
- Align with the healthcare provider’s/clinic’s schedule
- Access insurance information
- Take into consideration other types of data, such as financial statements
Checking these various data sources and cross-referencing them to come up with the ideal date and time for the appointment is a time-consuming process when done manually. However, an RPA bot can check all these sources within seconds and find the earliest date and time that works when taking all relevant factors into account.
Patient Recall and Reactivation
Patients are notorious for neglecting to schedule their next appointment or following up with their dentist, optometrist, or other healthcare providers. Sending out reminder calls and texts manually is difficult, and many practices now have automated reminders. RPA can take this a step further by:
- Personalizing those reminders
- Creating and implementing a reminder campaign
- Reaching out to patients who haven’t been in in a long time
- Determining how often a patient needs to be contacted based on their health history
In fact, no matter what type of patient communication you need to implement, RPA can automate it for the greatest impact and the best ROI.
Streamlined Invoice Processing
Manually processing patient invoices is extremely time-consuming. The larger the healthcare company, the more challenging the task. With RPA, a bot can be programmed to automate the collection and processing of up to 90% of a healthcare provider’s invoices. This eliminates human error that inevitably makes its way into manual invoice processing and reduces the amount of disruption the business faces.
Take Advantage of RPA
Adopting RPA to improve patient, data, and account management is critical to the success of any healthcare provider, regardless of the field in which they operate. Best of all, you can customize your RPA solution to align with the specific needs of your healthcare practice.
To do this the right way, you need to take the time to define your operational, business and patient care strategies and then determine which processes are the best candidates for automation, starting with the two or three top candidates and expanding from there as needed.
To find out more about what RPA can do for your healthcare practice and how we can help, book a discovery call with a member of Tangentia’s automation team today.
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More Than Data: Why Tangentia Wins Out Over Larger EDI Providers
More Than Data: Why Tangentia Wins Out Over Larger EDI Providers
In terms of features, most EDI providers are quite similar to one another. There are only so many ways you can tweak the EDI process without it becoming cumbersome or convoluted. An EDI solution's feature set is therefore only one measure of that provider's suitability — a small one.
There are other, far more important qualities for which a provider should be evaluated.
Customer-First
Too often, EDI providers approach customer outreach and onboarding as little more than a numbers game. Larger clients with bigger budgets are given preferential treatment, while smaller businesses are pushed to the wayside.
Sales representatives within these organizations admittedly do form personal relationships with their customers when closing deals. Unfortunately, this too can be an issue. Consider what happens when a salesperson leaves the company.
That customer is suddenly offloaded to a different representative. More often than not, that representative is completely unfamiliar with their new responsibility. Because they lack the personal stake of their predecessor, they're also less likely to prioritize the customer's needs.
This consequently leads to a marked decline in customer service. Support quests take longer to resolve. Questions go unanswered for longer. A relationship that was once successful becomes gradually more strained as the customer wonders what went wrong.
This was the exact scenario facing Rollover Pet Food, which was working with a large EDI vendor prior to Tangentia.
When their longstanding sales representative left the company, the damage to their relationship was almost immediate. Before long, they realized that it was time for a change. They needed a more personalized EDI experience and a vendor that would make them a priority.
Although we're smaller than many of the major EDI players on the market, we make up for that by being fully invested in the success of our customers. We treat all customers the same regardless of size, with a focus on satisfaction rather than sales figures. Our sales teams also do not experience turnover as often as larger companies, meaning clients don't unexpectedly have to rebuild and redefine their relationship with us.
A Comprehensive, Flexible Portfolio
EDI is often just the tip of the iceberg. There are nearly always other digital transformation opportunities beyond the supply chain. If your vendor has a well-rounded portfolio, you can tap into those opportunities without needing to manage a patchwork of solutions. Instead, you'll have everything you need in one place.
Tangentia combines a diverse selection of products and solutions with the expertise necessary for seamless deployment and integration. Combine EDI with robotic process automation, artificial intelligence, analytics, and more.
Experience, Knowledge, Expertise
EDI is not a monolithic discipline. Different industries have different data interchange requirements and must adhere to different regulations and standards. A vendor that understands one sector is not guaranteed to be knowledgeable about another.
It's imperative that you seek out a vendor that understands your industry. As a global leader in digital transformation solutions, Tangentia worked with organizations in multiple sectors including:
We know what's necessary for an EDI deployment to succeed in each of these sectors. We understand how best to leverage technology to help clients along on their digital transformation journey. With our knowledge, we help each customer create a multifaceted solution that allows their organization to thrive.
The Right Vendor Makes All The Difference
If you're in the market for a Canadian EDI provider, Tangentia has you covered. Our experienced sales and support agents are fully invested in your success, no matter how great or small your business may be. Combine that with our comprehensive portfolio of products and services, and you have a powerful recipe for success.
Get Started Today
Tangentia is a Platinum Partner of IBM and well as partners with Automation Anywhere, UI Path, Blue Prism, Adobe, Microsoft, Salesforce, Amazon and leading enterprise software vendors. We work with customers globally with offices in Canada and India to implement their B2B strategies using an agile methodology.
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