What Is Automation as a Service? Focused Monitoring, Maintaining & Upkeep

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In today’s fast-paced world, technology is at the forefront of solving everyday workflow challenges. Among the many tools revolutionizing industries, robotic process automation (RPA) stands out as a game-changer. Its benefits are undeniable: streamlining routine tasks, improving customer experiences, and boosting efficiency. But as the demand for RPA grows, so does the complexity of implementing and maintaining these systems. This is where the concept of “Automation as a Service” comes into play, and companies like Thoughtful are leading the charge by offering not just automation tools, but comprehensive and modular automation services.

The Difference Between Automation Tools and Automation Services

Building an RPA solution—a digital workforce—is only the first step in a longer journey. Unfortunately, many companies view this as the end goal. They deliver an automation tool, collect their payment, and leave businesses to manage it on their own. This transactional approach often leads to failed implementations when the bots are left unmanaged and can’t adapt to inevitable changes in business processes.

Automation as a Service flips this model on its head by treating automation as an ongoing commitment. It’s not just about creating a digital workforce but ensuring its continuous success through monitoring, maintenance, and adaptation. This service-based approach ensures the bots remain effective and keeps your team focused on strategic, value-added work.

What Is Robotic Process Automation (RPA)?

At its core, RPA uses artificial intelligence and software to handle repetitive tasks traditionally managed by humans. Think of it as a digital workforce designed to mimic human actions—entering data, processing invoices, or even responding to customer queries. These automation tools excel in areas where routine tasks dominate workflows.

However, deploying RPA successfully requires two critical steps:

Programming the bots: This involves designing and coding the automation tools to handle specific tasks.
Maintaining the bots: As workflows evolve, the bots need updates to keep functioning correctly. Without regular maintenance, even the best-designed digital workforce will falter.

Many RPA providers focus solely on step one, leaving businesses without the support needed for long-term success. This gap highlights why automation services are essential.

The Pitfalls of Failed RPA Implementations

Unmanaged RPA projects often fail, resulting in expensive tools that end up in the IT graveyard. Processes change, and without updates, bots can’t adapt. Here’s an all-too-common scenario:

Company A invests in a fleet of bots to handle invoice processing, paying a six-figure sum to Company B for development.
After deployment, Company B steps away, leaving the bots unmanaged.
When Company A’s invoice process changes due to new business demands, the bots stop functioning because they haven’t been updated.
Weeks later, Company A discovers the issue, only to realize their expensive automation tools are now useless. They’re faced with either retiring the project or hiring another provider to fix it.

This example underscores the dangers of treating automation as a one-and-done product rather than an ongoing service. Without proper maintenance, businesses risk costly setbacks and diminished customer satisfaction.

The Benefits of Automation as a Service

With Automation as a Service, businesses gain access to a specialized team that oversees their digital workforce. This team ensures the bots remain operational, adapting to changes and resolving errors before they escalate. Here’s how this approach improves outcomes:

Proactive Monitoring: Errors and inefficiencies are identified and addressed in real-time, minimizing downtime and keeping operations running smoothly.
Adaptability: As business processes evolve, the bots are updated to match new workflows, ensuring they stay aligned with company goals.
Enhanced Customer Experiences: Reliable automation reduces errors and delays, leading to faster service and higher customer satisfaction.
Cost Efficiency: By preventing bot failures and optimizing performance, businesses save money in the long run.
Scalability: Automation services make it easier to expand the digital workforce as business needs grow.

Key Use Cases for RPA

RPA and automation services are particularly impactful in industries where routine tasks dominate, such as healthcare, finance, manufacturing, retail, and customer support. Here are some examples:

Invoice Processing: Automating data entry and validation reduces errors and speeds up payment cycles.
Customer Support: Bots can handle repetitive tasks like answering FAQs, freeing up human agents for complex issues.
Healthcare Administration: Automating claims processing and appointment scheduling improves efficiency and patient satisfaction.
Supply Chain Management: Streamlining inventory tracking and order processing enhances operational agility.

These automation tools not only handle repetitive tasks but also create opportunities for teams to focus on strategic initiatives that drive growth.

In 2021, a mid-sized financial institution in the southeastern United States adopted RPA to streamline its loan application review process. Initially, the bots were programmed to process applications efficiently, cutting processing time by an impressive 40%. However, in 2022, new federal compliance regulations in the financial sector introduced significant changes to loan review workflows. Without proper updates, the bots would have been rendered obsolete.

Fortunately, the institution partnered with an Automation as a Service provider. The provider’s team proactively monitored and updated the bots to align with the new compliance standards, ensuring uninterrupted service. This ongoing support allowed the institution to maintain operational efficiency while avoiding costly fines. Moreover, with the loan processing team now freed from routine updates, they focused on customer satisfaction initiatives, leading to a 15% boost in client retention rates by the second quarter of 2022.

Why Thoughtful Stands Out

Our approach to RPA goes beyond the typical product offering. By providing Automation as a Service, we ensure your digital workforce is always performing at its best. Our specialized team monitors, maintains, and updates the bots, so you don’t have to worry about failed implementations or abandoned projects.

This commitment to ongoing service delivers measurable benefits of automation, such as:

Increased accuracy and efficiency in routine tasks
Improved customer experiences and satisfaction
Higher ROI from automation investments

By shifting the focus from a one-time product to a continuous service, we empower businesses to fully embrace the potential of artificial intelligence in their operations.

Final Thoughts

The rise of automation tools like RPA has transformed how businesses handle repetitive tasks, but the journey doesn’t end with deployment. Automation as a Service ensures your digital workforce remains effective, adaptable, and aligned with your goals. By partnering with us, you gain more than a tool—you gain a partner committed to your success.

In a world where technology drives innovation, investing in automation services isn’t just smart—it’s essential. Don’t let your automation projects become another failed experiment. Embrace the future of RPA with a service-driven approach, and unlock the full benefits of automation for your business.

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Published On:

May 20, 2025

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