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Buyer's Guide
Robotic Process Automation (RPA)
September 2022
Get our free report covering UiPath, Microsoft, Automation Anywhere, and other competitors of HelpSystems Automate. Updated: September 2022.
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Ton Roelandse - PeerSpot reviewer
Senior Principal @ Trexin - an Architecting Delivery Executive and Fairy Duster in Chief at a consultancy with 51-200 employees
Real User
Top 20
Good scheduling features, but there is no auto-record functionality and it needs to be more user-friendly
Pros and Cons
  • "The most valuable features for my client are timing and scheduling."
  • "They do not encrypt passwords, so this is an issue with HIPAA compliance."

What is our primary use case?

We are a solution provider and this is one of the RPA products that we have evaluated for our clients. We do have experience with it because one of our clients has been using it. However, this is not the right tool for our clients and I would not be comfortable bringing it up.

It is used for very rudimentary stored-procedure automation. Basically, it is for running scripts.

What is most valuable?

The most valuable features for my client are timing and scheduling. They are not using it to its full potential, so this is what is most important for them.

What needs improvement?

There are many things that need to be improved.

The security needs to be improved. They do not encrypt passwords, so this is an issue with HIPAA compliance.

They don't have an auto-recording capability, which means that you have to program everything.

The impression that we had and the feedback that we received is that the interface is confusing and there are too many things that you have to do. It can be a very intimidating UI for a lot of people. They have drag-and-drop features, but they are not all that great. The interface needs to be streamlined and if they want broader adoption in a company then they need to do a better job at taking the technology out of it.

Unlike many of the larger competitors, they do not have a Community Edition where you can deploy it and test it out. You might be able to run it for a month or a couple of weeks, but that is not enough. I think that this is something they could improve on.

For how long have I used the solution?

My client has been using HelpSystems AutoMate for more than a year.

What do I think about the scalability of the solution?

Scaling this product can be very complicated and confusing.

We only have a single client using it.

How are customer service and technical support?

We had Professional Services included and from a service perspective, I think that they are good. However, they are definitely focused on the smaller scale, technical RPA work, rather than the holistic, large-business process market.

I would say that the support is fine and the knowledge is there, but they have a very technical skillset.

What's my experience with pricing, setup cost, and licensing?

The licensing fees are comparable with the other products in the market. It comes with a package that costs approximately $20,000 USD per year.

Which other solutions did I evaluate?

HelpSystems Automate is a niche player in the RPA market and not very well known.

One key difference is that more mature tools will have an auto-record feature, where you can press a button and it will record what you're doing. The security is also better in other products.

Competing products have better drag-and-drop capabilities.

One of my clients recently implemented UiPath, rather than this product.

What other advice do I have?

HelpSystems is a smaller company, so they are able to give their customers a lot of attention. I would say that on a small scale, this is a good low-code alternative. On the other hand, if you are looking for something more mature then it is not the right company.

I would rate this solution a four out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
RPA Architect & RPA Product Owner at Francisco Sosa
Real User
Top 5
Affordable with good licensing and good stability
Pros and Cons
  • "The licensing of the product is very good. You only need to license it once and then you have it forever."
  • "The solution has a very weak knowledge base."

What is our primary use case?

We use the solution to automate some repetitive tasks which we execute in IT areas, such as backups, for instance. Also, we developed a systems support enterprise related to the transport industry that captures information that comes from electronic sources like Excel and other types of forms. In addition, we also make prototypes supporting the inbox and in the backend. The system looks for information that the user requests.

How has it helped my organization?

The OCR functionalities already embedded, and you can also use the command-line functionality such as those provided by Google, IBM, or others, even AWS

What is most valuable?

The licensing of the product is very good. You only need to license it once and then you have it forever. You don't need to keep paying for it like you would if you went with Blue Prism or a solution like that. It makes the product quite affordable.

What needs improvement?

In the case of health systems, particularly the OCR functionality is not available. You need to buy a separate license for OCR. 

Sometimes and the server loses contact with the agents installed in the equipment. That's something that I personally worry about due to the fact that, when the agent loses contact with the server, you stop receiving the locks of the receiver of the program.

The solution has a very weak knowledge base.

Much like Automation Anywhere, the product could offer virtual development via the web. AA has a web browser interface that allows users to deploy from the web using AWS. It's less reliant on on-premises technology.

The solution should have stronger password management. This should be centralized.

For how long have I used the solution?

I've been using this solution for about a year at this point.

What do I think about the stability of the solution?

The stability of the solution is quite good. It doesn't crash or freeze. It's not buggy and doesn't seem to have glitches. We find the performance to be reliable so far.

What do I think about the scalability of the solution?

The scalability is quite good, however, it can be a little bit expensive. If you want to expand, it will cost more.

While I'm not working with the organization that uses this solution anymore, at the time, about six months ago, there were about seven people on the product.

How are customer service and technical support?

While, in general, technical support was good, the knowledge base on offer was awful.

The online support, that kind of information you could find in the knowledge base is good. However, the shape of the knowledge base is actually awful due to the fact that you have systems that have many publishing systems. It makes it so that you have to dig around to look for the actual correct answer. 

They do have chatbots that do offer quick responses. That is hit and miss. Sometimes you get an answer right away, other times, nothing happens. The system might ask you to check back in later. It's not the best.

Which solution did I use previously and why did I switch?

We did use other solutions, however, we appreciated that with this product we paid once and had it forever, whereas with others we had to keep paying. At the end of the year, you'd look and see you've tried a bunch of other options and have been charged again and again and those costs add up.

We've worked with UiPath and Blue Prism.

How was the initial setup?

The Initial setup was not complex in any way. It was pretty straightforward. We didn't really have any issues with it.

In terms of deployment, everything happened quite rapidly. You can basically download it and install it and then you can work with it immediately. Then, around 50 days later, this system will ask if you want to continue working with it. If you do, you can send just an email and it can be used permanently. It was very simple.

What about the implementation team?

We have a strong relationship with health systems in Mexico and had some health systems providers help us a bit with the implementation. 

What's my experience with pricing, setup cost, and licensing?

The solution has a one time licensing cost that makes it very affordable.

Other options, like Blue prism, have an ongoing cost, which means the price begins to add up over time and ultimately costs more.

While solutions like UiPath and Blue Prism cost around $11,000-$12,000 for each license, this product costs around $7,000 and you can keep it forever.

Which other solutions did I evaluate?

We looked at about three or four other options, including something from Microsoft before deciding to go ahead with this option.

What other advice do I have?

We're currently using some version of release 8 or nine. I can't recall the exact version.

The company I worked for was a consulting firm.

I'd recommend the solution as it is it's a very good tool. If you want to try it, you can simply download it and use it contract-free for about a month. That can be expanded to maybe another 30 days if you really want to test the tool to see what it can do for you. It's very useful and easy to use.

I'd work to develop a relationship with the local representative as they can answer any questions a company might have and can give some really good advice as well.

Overall, I would rate the solution at a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Business Analyst at a tech services company with 51-200 employees
Real User
Top 20
User-friendly with great no-coding functionality but needs a better user interface
Pros and Cons
  • "I actually quite liked the no-coding functionality."
  • "It's possible that they could use a stronger community for seeking guidance and help."

What is our primary use case?

We didn't actually deploy the solution. It was basically testing the product. It was just some simple testing we were doing. We've tried downloading reports from the new RP system, using RPA, and doing some manual uploading from some PDF files into our ERP. It was just used for some super simple operations to try it out and get a feel for it.

What is most valuable?

I actually quite liked the no-coding functionality. You don't have to be too technical or be a coding expert to utilize the solution. 

The platform was fairly user-friendly in terms of designing the bot. I was able to make it do what I needed it to do.

What needs improvement?

It's difficult for me to answer as I'm not really an expert on HelpSystems and I don't know it well enough to really give great feedback just yet. I'm not really that comfortable critiquing the platform. I'm sure there are some of those issues there. 

It's possible that they could use a stronger community for seeking guidance and help. For example, I know with Automation Anywhere or UiPath, there are strong community areas where I can ask questions and search for information. I don't know if that exists for HelpSystems. I find, for example, it's helpful, if I'm using UiPath, to go onto some of the community pages and I have found answers to my questions fairly easily. I don't know if that's something that exists with HelpSystems. 

The user interface could use a bit of an improvement.

For how long have I used the solution?

I've only been working with the solution for a short period. I've only used it a little bit for about a month or two, however, I don't have great experience in RPA's.

What do I think about the stability of the solution?

The solution was quite stable. We didn't have to deal with bugs or glitches. It didn't crash or freeze. We found it to be reliable for the most part.

What do I think about the scalability of the solution?

We were only using the free version and not the paid option. However, that said, I did find it to be fairly flexible. It could scale if you needed it to.

We haven't really used the solution for too long at this point. There aren't too many people using it in our organization.

How are customer service and technical support?

I haven't really had much experience with technical support, as I haven't used the product that much or for that long. I wouldn't be able to critique their level of service.

Which solution did I use previously and why did I switch?

I tried to download and use Micro Focus. However, it was too complicated for my skill level and I gave up before I really got too far into the process.

How was the initial setup?

The installation of HelpSystems was not difficult at all. I'm not technically strong, however, I could do it myself without too many problems. It's pretty straightforward, even for non-technical users.

I don't remember how long the deployment took, to be honest. It was one of the easier installations I've dealt with on the platform. When I've looked at other platforms, I've found that some of their rivals were very difficult to install for a person with my lack of experience. For example, Micro Focus was one I tried to download and install and I gave up due to the fact that it was just too complicated. I can compare this experience to Micro Focus where I just found I wasted a lot of time and got very poor feedback. I found HelpSystems refreshingly easy to install. 

What about the implementation team?

I handled the implementation myself.

What's my experience with pricing, setup cost, and licensing?

I was not using a paid version. I was using a free version. We didn't have to pay for any licensing.

We're evaluating RPA at the moment, and therefore we haven't made any payments yet, or we haven't made any purchases to commence operations. We are looking at that, however, we haven't started anything officially. I have a good idea of the pricing of the HelpSystems and UiPath solutions. We're comfortable with what it would cost if we decide to continue with either option.

Which other solutions did I evaluate?

I've been looking at UiPath for a couple of months, however, I don't have a great amount of knowledge in the topic and I'm not an expert in the area.

What other advice do I have?

I'm not sure which version of the solution we're using.

So far, from my limited experience, I would recommend the solution to other organizations.

However, based on my limited understanding of the product, as I haven't used it for too long just yet, I would rate it at a seven out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Omayra Marchany - PeerSpot reviewer
Chief Administrative Officer at rpa total centroamerica
Real User
Top 10
Good pricing, with great Azure integration and very good forms
Pros and Cons
  • "The pricing is excellent. I would give them perfect marks in that regard."
  • "The technical support could be better. We suffer from language barriers, as we are in Argentina."

What is our primary use case?

With Automate, as an example, if I have a supplier that provides me with items in bulk, the bot of the system will take the bulk order and divide it into individual units for sales. If the company that supplies me also charges for transportation, the system will divide those costs among each item so that I am invoicing and charging correctly when I am selling items on an individual basis. It does this based on the rules I set up on my end. It basically takes the work of many people and automates it.

What is most valuable?

The solution integrates well with Microsoft Azure. We get AI, artificial intelligence, resources from the solution and it's working very well for us. 

The pricing is excellent. I would give them perfect marks in that regard.

The deployment is not too complicated. It's pretty easy.

The forms are very good.

What needs improvement?

The technical support could be better. We suffer from language barriers, as we are in Argentina.

The OCR (optical character recognition) capacity could be improved a bit.

For how long have I used the solution?

I have about two years of experience with the solution. It hasn't been too long.

What do I think about the stability of the solution?

The stability is very good. As far as I know, we haven't had any issues so far. It's very reliable. The performance is good.

What do I think about the scalability of the solution?

The scalability has been very good so far.

We have been using it in a Home Depot-like organization in Costa Rica. It's deployed in over 42 stores there, across different servers, and it is working very well for them. They love the solution and plan to use it more and to increase usage as well.

Typically, we work with medium and large-sized organizations.

How are customer service and technical support?

Technical support is a bit of an issue.

We have our technical support team from Argentina. We can't even speak the same language. That aspect is quite bad. 

However, we have been trained by them, and we had some RPA experts. We were given very good training and they provided it to us.

How was the initial setup?

I found the initial setup to be quite straightforward. It's nice and easy. It's not an overly complex process.

The deployment is pretty fast. We got it done in under one day.

What's my experience with pricing, setup cost, and licensing?

The pricing of the product is reasonable. We don't find it overly expensive. It's very competitive.

Which other solutions did I evaluate?

We've compared the solution to, for example, Automation Anywhere, Blue Prism, and UiPath. And we have done a lot better with HelpSystem. It offers much better pricing, for example, and offer very good forms.

What other advice do I have?

We are a representative of the company. We are integrators and HelpSystems partners and we sell the platform to companies in Costa Rica, Central America, and Puerto Rico. We do the integration for clients. Therefore, we do the mapping, and we do the bots also.

We are using the latest version of the solution. However, I'm not sure what the exact number is.

I would advise others to have an expert that understands the solution assist in the onboarding process. The platform can be very good. It is really good. However, if you don't have experts to train your people and also to implement the solution properly within your company, it's likely the project will fail.

Overall, I would rate the product at a nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Product Manager - RPA at a security firm with 11-50 employees
Reseller
Top 10
Great technical support, with lots of features added regularly and very good scalability capabilities
Pros and Cons
  • "The solution is continuously adding more integrations to help with workflows and bot and task creation."
  • "Some companies have asked for voice integration. This is likely part of the roadmap."

What is our primary use case?

I primarily use the solution for giving the sessions to the clients and trying to get them to set up AutoMate in their organization and also help them to design and create a workflow.

For example, one of our clients, for a healthcare chain, was having a lot of COVID patients coming in in 2020. Their SAP systems are on 15(16) Field information had to go on to the Department of Health site, as all the blood samples are tested in the government hospitals. There were lab technicians keeping the SAP application open and they were copying all these 15(16) Fields of 2000 patients end of the day into the DOH website. That was taking them a lot of time. Two other people were hired to help. 

What we did for them was automate the process. We went into the SAP system and every three hours would download that information, then, we would go to the DOH site, upload these 15 Fields for all of the patients.

After two days, we could go to the DOH website, and download their PDF document, which was a report on whether they had detected COVID or not. For the data we download we would enter the date into that Excel file for the hospital and attach that PDF document onto the top record of the patient. This way, there's complete information about the patient. With this solution, the cycle was complete.

What is most valuable?

I can say it's a very good product. It has very good results and it is well suited for my requirements. Everything more or less I've been able to create, in line with what the client requires. If the clients have been stuck within everything I've been able to give them a solution on how to automate what is required. 

The solution is really pushing into cybersecurity and working to improve this aspect of the product.

They always check quarterly with the customer to find out what the customer wants to be enhanced in AutoMate. They make sure they try to put that into their roadmap. They are not complacent like some of the other RPA products which already are in the market. They're working on building out more automation so there are fewer bottlenecks in the future.

Technical support is very, very good.

We often get a sneak peek into what they will be releasing. We get to know about it first.

The solution scales extremely easily.

The stability of the solution is very good.

The implementation process is quick and easy.

The solution is continuously adding more integrations to help with workflows and bot and task creation.

What needs improvement?

So far, for two years, I have not found anything amiss.

That said, nothing is 100%. Each RPA product is not mature enough. There are always have to find innovative ways of automating. There are always challenges for automation. It is a continuously growing process. The majority of the clients want more automation in AutoMate and they want that in the roadmap. 

Some companies have asked for voice integration. This is likely part of the roadmap. 

For how long have I used the solution?

I've been using the solution for the last two years or so. It's been a while.

What do I think about the stability of the solution?

The stability of the solution is excellent. There are no bugs or glitches. It doesn't crash or freeze. It's very reliable.

What do I think about the scalability of the solution?

The scalability is excellent. It's a very good selling feature for the product. If a company needs to scale, it can do so with ease.

The companies we work with are rather large enterprises.

How are customer service and technical support?

Technical support is very good and very prompt. They have a chatbot for partners and clients. Anybody who goes to the website can interact with the chatbot. All queries get a response within 24 hours. Their SLA is a 24 hour response time if the chatbot can't immediately connect you to someone. 

We have our own discussion portal on which we can post things and immediately there's a solution. Or if there's no solution they let us know about it and will work on a proper response. 

How was the initial setup?

The initial setup is very, very simple. In fact, one of the banks that is a client of ours for some other products plans to move from UiPath to AutoMate mostly due to the complex implementation process involved with UiPath. They have asked us to wait actually until the business comes up and then they will move to AutoMate.

It does not take a long time to set up. We have only one server, and any number of workflows can be created with one license depending on the size of the file and aspects like that. You just need a one-server setup. You don't need different kinds of products when your number of workflows increases. That is a real added advantage ofthe implementation. Our USP is, easy to implement, fast return on investment, and scalability.

What's my experience with pricing, setup cost, and licensing?

While I'm not sure of the exact pricing, it's my understanding that the solution is one the cheapest compared to UiPath, Automation Anywhere and Blue Prism, or the other tier-one options.

Which other solutions did I evaluate?

I'm aware of UiPath, Automation Anywhere, and Blue Prism and have done some pricing comparisons. HelpSystems is much cheaper than these options.

What other advice do I have?

We are a distributor - a value-added distributor that has the knowledge and expertise. We will combine products of HelpSystems and give to clients the tools as they require them. Many clients have more than one HelpSystems product, for example.

Overall, I would rate the solution nine out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer: Distributor
Buyer's Guide
Robotic Process Automation (RPA)
September 2022
Get our free report covering UiPath, Microsoft, Automation Anywhere, and other competitors of HelpSystems Automate. Updated: September 2022.
632,539 professionals have used our research since 2012.