- Intelligent Automation (IA) must optimize beyond pilots to deliver enterprise-wide value
- A centralized IA Center of Excellence (CoE) is essential for accelerating standardization, governance, and scalable automation across the organization
- A strong partner ecosystem accelerates transformation, reduces time-to-value, and improves access to proven frameworks and expertise
- Consistent success relies primarily on end-to-end lifecycle support, including governance, structured support models, and continuous optimization
Today, intelligent automation is a strategic imperative of operational cost optimization and enterprise excellence. Yet, scaling beyond pilots and building a sustainable, enterprise-wide solution presents inherent constraints, including fragmented processes, unstructured data, high infrastructure costs, and a lack of a skilled workforce. Limited scalability and inconsistent value realization further hinder organizations' progress from isolated automation to enterprise-wide automation models.
Breaking the Barrier to Build a Centralized IA CoE
An IA CoE offers a structured approach to addressing fragmented initiatives, inconsistent governance, limited use of assets, and other common challenges in scaling automation. Through centralizing standards, tools, and expertise, the CoE supports enterprises to shift from isolated automated efforts to coordinated, enterprise-wide programs that enable improved scalability, visibility, and control.
Further strengthening such models are partner ecosystems, technology providers and consulting partners, who bring specialized expertise, establish frameworks, and pre-build capabilities. Such partnerships support a complete automation lifecycle and minimize the need to build automation and cloud foundations from the ground up.
Tech Mahindra’s platform is built on this foundation, delivering industry-led automation supported by scalable delivery models and adaptable solutions. Platforms such as UiPath enable the shift from traditional automation to more advanced intelligent automation across various business functions.
Extending Automation Support Beyond Implementation
Organizations increasingly use solutions such as UiPath and MS Power Apps to create software that automates repetitive digital tasks. These applications combine capabilities such as AI-based screen recognition, APIs, and pre-constructed components to streamline routine processes. Our critical framework adheres to ITSM principles, incorporating established SLAs and KPIs, while using a structured three-tier support model:
- L1 Support: Monitors automation bots, ticket triaging, handling transient errors, resolving connectivity and data discrepancy issues, documentation, root cause analysis, and escalation management
- L2 Support: Provides support for logic issues, exceptions, performance optimization, testing and deployment issues, automation asset maintenance, and compliance-related issues
- L3 Support: Handles the highest level of technical expertise that helps address complex, non-routine issues, such as automation redesign, RPA platform upgrades, large-scale transformations, OEM coordination, governance support, risk assessment, and more
Chasing the Goal of Constant Innovation and Growth
While extensively working with various telecommunications and global enterprises to manage a multi-tool, universe-based CoE has led organizations to experience:
- Customizable RPA frameworks and chatbot use cases without the integration of API development
- Development of an efficient dashboard to oversee the diverse range of conversational AI platforms, ensuring effective command and control across them
- Facilitation of future-proof scaling through cloud-based transformation and a smoother transition to cognitive transformation by leveraging Azure ML, Microsoft tools, and the evolving capabilities of the UiPath platform in these areas
Potential Business Impact
Intelligent automation has been applied across a wide range of finance and accounting processes, including accounts receivable, accounts payable, general ledger, inventory, and taxation. The outcomes include immediate savings of 10-20% and a 50-80% productivity gain over three years. Improvement across sales, procurement, and IT operations resulted in a 20% reduction in days sales outstanding (DSO) and 20% improvement in working capital.
Conclusion
RPA CoE was established in 2019 to drive automation at scale, from opportunity identification to product support. The center brings together a structured roadmap that enables goverances, standardized delivery frameworks and integrated tracking for consistent execution. It is built on ongoing benchmarking across people, processes, and technology and supports continuous capability enhancement.
Frequently Asked Questions
Our FAQ section is designed to guide you through the most common topics and concerns.
Most organizations face fragmented processes, unstructured data, high infrastructure costs, and a shortage of skilled resources, leading to poor scalability and inconsistent value realization from automation initiatives.
A centralized IA CoE standardizes governance, tools, processes, and delivery, enabling enterprise-wide scalability, consistent value realization, and a transition from isolated automation to integrated, intelligent operating models.
TechM combines a proven governance model, deep industry expertise, a multi-tool automation ecosystem, and strong partnerships with UiPath and Microsoft to deliver scalable, value-driven, and future-ready automation solutions.
TechM provides end-to-end lifecycle support through an ITSM-aligned three-tier support model (L1–L3), defined SLAs and KPIs, and standardized tools such as monitoring dashboards, design documents, testing artifacts, and operations handbooks.
Organizations typically achieve 10–20% cost savings, 50–80% productivity improvements over three years, and significant working capital benefits, including up to 20% reduction in DSO and improved customer experience.
