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    General

    Is Enate a Ticketing System, or a Case Flow, or an orchestrator.

    Enate is a process orchestration platform that has a lot of different capabilities that come together to deliver the product's full functionality. Underlying technologies include components from BPM, CRM, Work Management, Workforce Management, etc. See the image below for more detail. The primary goal of Enate is to enable seamless orchestration of work across a human & digital workforce.

    Enate Key Features-1

     

    Where is Enate from ?

    Enate is a British business headquartered in Cheltenham, UK, with a branch office in India.

    What’s the difference between Enate and BPM?

    Business Process Management (BPM) tools and Enate are different on several levels. With BPM tools you have to define your processes the data fields and the business rules that drive how it all works together, in great detail. Once decided it is all set in place with an expensive & long-running implementation. This takes many months to deploy and can span up to a year, with ROI coming in much later. Enate on the other hand is much simpler and faster to implement. You simply define a list of activities and decide which human or bot resource does them, providing some basic data points required to orchestrate work between resources. An Enate implementation is done in weeks with ROI coming in as soon as two to three months later. Enate broadly guides the right resource to do the right work at the right time without getting into the detail of how the task is done.

    Is Enate a Ticketing system?

    Ticketing is a sub-set of Enate's functionality stack and hence it can be used as a Ticketing platform. However, Enate offers much more than simple ticketing it's a process orchestration platform. It is designed to manage short transactional pieces of work such as Tickets and also longer business processes across a multi-geography hybrid (human + bot) workforce.

    Is Enate a workflow system?

    Enate has got multiple underlying technologies working together to create a simplified Process Orchestration layer. One of these components is a purpose-built lightweight workflow to collaborate between humans & digital workers (RPA, OCR, AI, ML, etc.) and other underlying technologies that come together include components from BPM, CRM, Work Management, Workforce Management, etc.

    Does Enate support single sign-on?

    Yes

    What is a ticket, and what is a case? What’s the difference?

    Tickets are simple transactional query-response type pieces of work. Whereas, a case is something that requires much deeper business process management as it involves coordinating between different teams and workforces.

    Can we capture our timesheet in Enate?

    Enate is not a timesheet tracking system. It is a work orchestration platform. However, some of our customers have built a process within Enate to capture the time spent on different activities.

    What skills do we need to use Enate?

    Enate is designed with an intuitive interface so that operational users can start working on it within a few hours.

    System configuration is targeted at Business Analysts. No programming skills are needed for most configurations and training for this is completed in 3-5 days.

    Business Analysts, due to their subject matter expertise, are best equipped to become solution implementers along with existing RPA COE team members.

    Who are your competitors?

    We get compared to different types of technologies like BPM, CRM, Workflow, and Workforce management solutions. However, while we offer these functionalities as part of our platform, our primary value proposition is the orchestration of work across a hybrid workforce (of humans and robots) to simplify end-to-end processes. We are quite proud to be the pioneers in this space. 

    More in the section  “How We Differ” 

     

    Hosting

    Is it a cloud platform?

    Enate is a primarily a cloud-based SaaS Platform. However, if you are expecting challenges in implementing a SaaS solution w.r.t government policies or other constraints, then we are open to discuss alternatives.

    Can we host it?

    No, we are strictly a SaaS-based platform. However, if you are expecting challenges in implementing a SaaS solution w.r.t government policies or other constraints, then we are open to discuss alternatives.

    Implementations

    Is there too much work to integrate my RPA bot routines into Enate?

    There is some basic work you need to do, but it’s not much and is relatively simple. You need to wrap your existing RPA bot routines inside an integration wrapper through which the bot can connect with Enate. These wrappers are essentially available in the online stores of major bot vendors such as Blue Prism, UIPath, etc. You can also get in touch with us and we can provide the same. 

    I can program a bot to do an end-to-end process. What value does Enate add?

    Yes for relatively simpler processes you can. However Enate enables a range of major benefits to your RPA deployment journey. See explanation here https://www.enate.net/apac/where-we-fit#benifits-rso

    Does it work without any bots?

    Yes. Enate works in a business environment with a human workforce or a human & bot workforce. Enate focusses on running a lean, efficient, and optimally utilized workforce with excellence in process execution within SLAs and seamless handoffs between human teams, or human and bot hybrid teams.

    Should we implement RPA/bot technologies first and then Enate or vice versa?

    It depends - If you are trying to reduce the effort in selective tasks to make them faster and cost less - go with RPA first.

    But, if your goal is to drive a lean, well run, efficient operation that gives your customers a great experience, and then automate it – go with Enate first, and bring in RPA alongside.

    Broadly speaking, automating a badly run process will give you some optimization at a task level in a process. Automation will make a sub-task faster in an inefficient process. It will have a limited impact on the overall service outcomes as delays/inefficiencies/costs might be littered throughout different touch-points. You may want to look at how to get processes streamlined to run well, and then automate relevant tasks to make substantial gains. That way you build automation on top of a strong foundation, rather than re-architect at a later point.

    How long does one take to design processes on Enate?

    Enate is a no-code platform designed for speed & simplicity. Once you have gathered business requirements from various teams within your organization, Enate can be implemented quite rapidly. Most implementations range from 3 to 4 weeks.

    How do we integrate Enate with our email system?

    Enate can connect to an exchange server directly as a client and automatically pick up emails as they come in. This ensures that emails are not missed. Every time an email is received, it is either attached to an existing running transaction in Enate, or a new piece of structured work is created. Along with this, an SLA is created and put in front of the right resource to action.

    How do custom cards work?

    Custom cards are used to capture bespoke data points pertaining to a processor to expose UIs from other web-enabled applications inside an Enate form. This allows the processor to access other supported systems without having to leave the Enate interface.

    How much operational is change involved?

    That depends on your environment. Traditionally, you might have had multiple logs & trackers to update, and emails to chase, follow through. But all of that is now replaced with one automated system. This means users will have to adapt & accept the new way of working with the upside being it will be much simpler to work and require less effort than earlier.

    Orchestration

    What do you mean by End to End Service Automation?

    Bot Technologies like RPA, OCR, ML, etc. are fantastic for structured, mundane & repetitive tasks. However, end-to-end service cycles are often complex, with multiple human & digital actors performing different tasks. Automating a sub-task in this cycle with a bot has little impact on overall TAT or SLAs as delays maybe elsewhere in the process.

    With Enate you can flawlessly manage handoffs between humans and bots, placed in any order, as many times as needed. Bots can work on simple tasks while humans can step in at any point to handle exceptions and focus on complex tasks in the end-to-end service cycle. Enate's plug and play architecture can integrate leading RPA/AI/ML/NLP solutions to work in harmony and (rapid) deploy in weeks.

    Can I use multi-vendor and different technology bots in one process?

    Yes, Enate has connectors for UiPath, BluePrism, Automation Anywhere, Softomotive, ABBY, Uno, etc. Enate has been architected to be an open ecosystem and perform as an aggregator of technologies. Any technology that can consume standard web service REST APIs can be integrated with Enate.

    Bots already come with an Orchestrator or a Control Room. Why do we need Enate's orchestration platform?

    An RPA vendor's orchestrator or control room is designed to manage their specific bots. Whereas a business needs to handle the service as a whole. Enate sits as a layer on top of the bot specific orchestrator, and the human workforce, it manages end-to-end process & service as a whole against business SLAs. Enate’s focus is on delivering operational excellence.

    Reports & Metrics

    Can Enate work with other reporting solutions?

    Yes. Standard reporting is delivered through tableau in Enate, which is our standard off-the-shelf reporting solution. You can also connect via Power BI to our OData API or another reporting technology.

    ROI

    How can I calculate the ROI of implementing Enate?

    You can calculate the ROI of implementing Enate through our intuitive ROI Calculator. More details on this are available here.

    How do I save by using Enate?

    Savings originate from multiple areas 1) Lean & efficiently utilized human & bot teams 2) Seamless human + bot collaboration 3) Rapid RPA deployment & scaling. For more information see the below videos



    Scaling RPA

    How can Enate help to Scale RPA?

    Enate does so by enabling two things 

    Can I Swap different bots with minimal effect to the Service delivery?

    Yes. Once a process is fed into Enate, the platform makes it very simple to plug and play different bots on a task. This gives you the ability to change your digital workers with minimal impact on BAU and puts you in a strong position to negotiate better pricing with different bot vendors. You can also switch to other vendors or mix and match different bot technologies for any reason ranging from different price points to suitability for the use case.

    Is it only relevant if we have multiple types of bot?

    Enate is designed to run efficient & lean processes against an optimally utilized workforce. This workforce can consist of humans, bots, or multiple vendor bots – it doesn't matter. The goal is to run a process efficiently regardless of one or more different types of workers including only human environments.

    How do bot technologies integrate with Enate?

    Enate integrates with bot technologies through a set of standard wrappers available on online stores of most leading bot vendors. You can download from there or get in touch with us and we can share them with you. Once your bot routines are wrapped with these wrappers, they connect to an Enate platform through standard web service REST APIs. Post that the bot will connect with Enate and pick up work.

    How scalable is Enate?

    Quite scalable. We test against 12000-20000 concurrent users. The platform is built to handle millions of transactions and deliver sub-second responses to users.