RPA in action: How non-developers are using bots to improve processes

Bots, using Hyland RPA, help eliminate busy work

Julie Mallory is a project manager within Education Services at Hyland and based in North America. She co-produces the TechQuest conferences and has first-hand experience conceiving and deploying robotic process automation.


Every week, we Hyland employees from around the globe begin the work week gathering together for our Monday Meeting where we celebrate employee anniversaries and new Hyland customers, and we share stories of how the technology we all work so hard to develop, cultivate and deliver to customers and partners is changing our world for the better.

One of my favorite customer stories from a Monday Meeting happened not too long ago this year, and centers on a topic that never gets old: helping to remove time-consuming, mundane tasks from critical processes by inserting a digital solution that frees employees for more meaningful tasks.

RPA in action: How 1 week of innovation started getting everyone home on time

This Hyland customer is an insurance company committed to focusing on the evolving needs of its customers, and leaders there place a high value on employees having the time to focus on building relationships with customers and policy holders.

  • This $1.5 billion company runs lean teams and had just seven people processing new business (2,000+ contracts per week).
  • Manually processing these contracts meant a lot of time was spent on repetitive, mundane tasks — not building relationships.
  • More often than not, staff was staying late to get everything done so commissions could be delivered on time.
  • At the beginning of 2021, recognizing the need to keep creative innovation top-of-mind in this digital world, the organization’s leadership created a program where for an entire week, the IT development team could work on whatever innovation project inspired them and then present the solution to organizational leaders.
  • One individual, who was not a programmer but came out of operations, focused on robotic process automation using Hyland RPA, a solution he could leverage because his company was already a Hyland customer.
  • He learned RPA by taking Premium Subscription courses, which his company had a subscription to, and by the end of the week had built a full-blown proof of concept around automating an entire new business process with this solution.

The RPA win: Within six weeks the company was settling nearly 95 percent of contracts coming in the door with the RPA solution. Employees can now focus on exceptions and building relationships, and they have not had to stay past close a single day since the bots were implemented, which makes everybody happy.

Want to play around with the Hyland RPA solution? If your organization isn’t a Hyland customer yet, or your organization doesn’t have a Premium Subscription, you can still try a free hands-on RPA lab! Visit our open-to-all training page here.

RPA in action: How a project manager deployed bots to streamline workflows

Inspired by the insurance agency story and the Hyland RPA technology at the heart of it, my department, Education Services, quickly created an RPA solution that transformed a key area of our operations.

Here’s how it happened:

Our leader, Matt Discenzo, AVP of education services, asked me to learn about RPA in support of the development of the RPA curriculum we are continually augmenting.

In recognizing the capabilities of this technology that automates repetitive tasks across business processes and tools including spreadsheets, web portals and other applications, I immediately saw how Hyland RPA could help with one of our most critical internal processes in Education Services — producing training events in our virtual world.

Several times per year, Education Services hosts TechQuest, where Hyland customers and partners can spend a week with our Hyland Development, QA and Services teams in hands-on, focused training sessions designed to develop and refine customer knowledge about Hyland products.

In 2021 TechQuests, we offered more than 70 hands-on sessions in our remote classroom experience. For each TechQuest session that uses a Virtual Machine (VM) we need to:

  • Create a class with the third-party lab provider we use to host our VMs
  • Provide attendees a unique code to ensure they access the correct class and launch the correct VM for class.

When performing these steps manually, this process takes multiple days.

The RPA win: Within a week I created an RPA solution that accurately completes all of this work in about 2.5 hours, enabling me to focus on other areas of producing TechQuest — like building relationships with our developers, session leaders and customers.

It is also important to share that I am not a developer here at Hyland; I am a project manager and education services event producer.

Where do you see RPA opportunities in your organizational processes?

From insurance processes to patient appointment processing to loan servicing to billing, robotic process automation is an ideal solution to ease repetitive, time-consuming manual processes for organizations in any industry. And, organizations that are already leveraging low-code content services workflows are well-suited to create transformative solutions quickly, using the structured logic already in place as a launch point for RPA.

As Sam Babic, senior vice president and chief innovation officer at Hyland, shared in Workflow magazine not too long ago regarding high-priority, necessary and time-consuming processes:

“Collecting and repeatedly consolidating data and keying it into systems is a critical activity that needs to happen quickly, is traditionally manual and very tiresome. Even the most high-performing staff can easily make mistakes … leveraging bots to accomplish these repetitive activities not only improves efficiency and accuracy, but it reduces employee stress, and allows your employees to focus on higher value activities.”

Improving accuracy while alleviating tiresome activities that contribute to employee burnout? It is a solution worth looking into, especially if your organization has already started down the path of low-code content services to manage organizational data and content.

To learn more about Hyland RPA, you can get started for free, here.


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Julie Mallory

Julie Mallory started at Hyland in 2011 as an Internal Trainer focusing on new employee training for Hyland Employees.... read more about: Julie Mallory

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