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Implementing Robotic Process Automation


For enterprise architect and technology innovation leaders looking to implement RPA software in their organization, we analyzed nearly 600 reviews submitted to  Gartner Peer Insights. We reviewed responses to the following questions: “What one piece of advice would you give other prospective customers?” and “If you could start over, what would your organization do differently?” To browse the reviews, see the full list of  Reviews for Robotic Process Automation Software on Peer Insights. 

Robotic process automation software tools perform “if, then, else” statements on structured data. They typically use a combination of user interface (UI) interactions or connect application programming interfaces (APIs) to drive servers, mainframes or HTML code. RPA tools map processes in the RPA software tool language for software robots to follow, with runtimes allocated to execute the script via a control dashboard (see “Market Guide for Robotic Process Automation Software”). 

This edition of “Lessons Learned” summarizes clients’ firsthand experiences with implementing RPA software. The peer advice results both from successful implementation projects, and learnings based on what went wrong. This peer perspective along with the individual detailed reviews are complementary to expert research and provides a holistic view to the implementation process. We synthesize these reviews and recommendations to help Gartner clients implement a technology, strategy or service. Members who submitted their lessons learned represent a cross-section of small- to midsize and large organizations (see Figure 1). 

Figure 1. Contributor Demographics 

Source: Gartner (February 2019) 

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