Nintex RPA Reviews

We're automating a lot of shared services tasks within our homegrown system: payroll, billing, and things like that.

As a company that places temporary employees, we have talent globally. In the UK there are GDPR requirements. Before Kryon, when one of our field employees reached out to us saying that we needed to remove their records, that was all done manually. Now, that’s something done by the robot, giving people time back and reducing possible entry mistakes. It’s the same thing with fee entries within our system. That is something that might take somebody ten hours, whereas a robot will be able to take that off somebody’s hands and ideally reduce the time to complete.

In terms of embracing the digital transformation, there is the question of whether people are going to be accepting of tasks being taken away from them and what they're going to do with that time. But a lot of people have really embraced it, especially people who were taking ten hours to put fees into our system and who will be able to use that time for more productive and less mindless tasks.

The advanced Excel functionalities are really convenient because we work a lot with spreadsheets. It’s also easy to use the HTML selectors on most major sites. It’s just a click and it picks it up. There’s not a lot of no hard-coding with it.

While I have some technical background, everything is self-taught. I'm not necessarily a developer myself, but picking up the tool, with the training they provided, has been pretty easy. I’m currently the only person using the tool in our company.

We use Google Drive a lot. If somebody sends us a spreadsheet or a document, it's going to be in Google’s format. It's not going to be in Microsoft Office format. But currently, there's no integration with Google’s documents. That would be a huge plus to have.

The same goes for, using Chrome natively. There's an extension but it doesn't necessarily always work. We have to close Chrome and reopen it to get it to pick things up sometimes, depending on the page and the IFrames and things like that.

I’m not sure yet what I think about the stability of Kryon because we haven't been able to get things constantly running and working. We initially had the server issue. And then, there have been issues with Chrome crashing and the extension.

Right now our usage of Kryon is limited to our shared services team. We're taking care of those processes first. But we have plans to automate as many processes as we can get on our plate and get through.

We have room to grow. We just have to figure out where we need to go from where we're at now. Right now it's a waiting game to get things fixed and running.

Customer service gets a rating of 100 percent. They’re fantastic. They're always really quick to respond. If we have a problem or if we put in a ticket that is more high-priority, our rep will jump on it and get things escalated. They’re happy to work through issues and take as much time as needed to resolve everything.

The Kryon team has definitely helped prioritize processes that are ripe for automation. It's an ongoing process, but they give us a good understanding of what to expect and how to figure those processes out; what can and can't be automated. It was mostly through the training. Going through that with them gave us a better understanding of what sorts of processes make sense.

We didn’t have a previous solution. We went with Kryon because of

• the ease of use
• the user interface seemed a lot better, more usable
• some advanced features that others didn't have
• the price - can't beat the price.

We had somebody within our department doing the initial setup, although I was on the calls. It was a little bit complex, because there were some issues we ran into with Server 2016. When we tried to run an unattended bot on there it wasn't working so we had to switch operating systems. We've had to go back and forth to get things truly set up and ready to go. We're still working on the deployment, but that's not necessarily because of Kryon issues. It took some time to figure out the issue with the server, going back and forth with screen-sharing, etc.

And it seems that the size of the virtual machine that they provided with us might not be enough. We're trying to figure that out. Chrome keeps crashing on us. Once that is resolved, we have three or four processes that are pretty much ready to go. I just have to get through the actual testing of the running the unattended bots on the virtual machines.

In terms of an implementation strategy, we are working with our shared services teams to identify the processes. We have a daily “stand-up” and a weekly planning session to figure out and prioritize our processes. Then it's just a matter of building and testing and getting them out.

I expect that Kryon will save us money. It's too early to tell, but I would say that once it starts running there are going to be cost savings.

There are different pricing levels for every bot or unattended bot. You can buy however many you want. You'll need an additional virtual machine for it to work on. You can get multiple attended bots if you have users who have Windows machines. You can run those locally on their machines.

Automation Anywhere was one of the solutions we looked at. There were others but it’s been a while since we went through all of them.

Make sure that you have your processes in a good place and that you have them written out. Make sure that you have your stakeholders onboard. And make sure that your bot works on the right server.

We don't use the process-discovery functionality of the tool. We're identifying our own processes by polling various stakeholders to see which processes make sense to automate. But it seems like it's pretty easy. We've hit a couple of snags with our virtual machines and the OS they are running and with the Chrome Extension. We're doing everything with unattended bots since we're primarily a Mac-based company. We're not able to run them on people's local machines other than the machine I use to create the Wizards.

In terms of operational efficiency, it might be a little too early to tell because we're stuck right now. But in the big picture, not only are we identifying processes, but we're also figuring out how to improve the processes, whether somebody is currently still manually doing them or a bot is doing the improved process.

As a company in the insurance industry, we use it for various functions within finance, such as identifying duplicate invoices, reporting, some operations functions - moving information from one system to another - as well as claims-processing.

Kryon has saved us a bunch of money and time. Specifically, it sends reminders out for claims that have not been actioned after a set period of time; for example, dormant claims, which haven't been updated or touched in five years. We actually created a job to send out reminders to the brokers to try to get updates. Since then, we've been able to close numerous claims and therefore reduce our reserves by literally millions of dollars.

It has provided overall money savings and overall time savings. We've got dashboards that show our overall stats from all our jobs. So we can say robotics has saved X amount to date, Y hours per department. Some of the jobs measure finances. There are literally hundreds of hours and millions of dollars in savings.

The solution has also increased operational efficiency. The percentage varies per department, but there are some departments that are saving two hours a day of people's time, so that's quite significant. If you think about an eight-hour day, that's 25 percent for a department which is already stretched thin. Time is extremely valuable when resources are slim.

We have also seen a reduction in employee errors. One of our jobs for finance looks for potential duplicate invoices. There were instances in the past where duplicate invoices were sent out, bills were paid twice, etc. It has dramatically reduced that. I don't think we've had one since we implemented the job. The automation searches for anything that looks similar in specific fields, using search criteria, and then produces an exception report. Instead of having someone go through 10,000 lines in a spreadsheet, they then have about 50 lines to compare. Obviously, it's much easier to identify duplicates in 50 lines as opposed to 10,000.

Finally, Kryon has helped our existing workforce embrace the digital transformation of our company. There is, obviously, resistance to change no matter where you go. Certain people will respond differently. But overall, the response has been really supportive and positive, especially from management. They're very happy with the way things are developing, the way time has been freed up. Most of the developers, and most of the people who use the automation, are also happy. There are only one or two people who feel a little threatened by it still. They don't really voice it. It's just that you can sense the resistance. I think it's a fear of their jobs going away. In our case, there's enough work that people just need to be repurposed and do other work. There's more than enough work for everybody. It was never one of our objectives to eliminate full-time employees.

The recording capability is valuable because of the amount of data it captures automatically. It's quite good. It means less development, and fewer configuration settings to fill in after you're done.

It's quite easy to use, end-to-end, minus the Process Discovery piece. The ease of use is probably the best part about it. For developers, the program is very user-friendly.

Process Discovery currently is not working for us. It's not giving correct information, correct stats. It's an issue that is currently open with Kryon as a ticket that they are investigating. In our instance, it did not function as advertised. As a result, business analyst hours haven't factored in because Process Discovery is generally the piece that's supposed to save business analyst time. As of right now, we've saved no time in that area.

Also, troubleshooting and debugging could be improved. It's missing a proper debugger. It's very difficult, based on the log files and the fact that it doesn't have a proper debugger, to troubleshoot issues. It will sometimes end with no indication as to why it ended and it becomes a bit of trial and error. Obviously, that is not a great use of time. If there were better debugging tools and logging, we'd be able to find the issues more quickly and fix them more quickly.

Right now we're having issues, so you've caught me at a bad time. Once you get it in and working, it's quite stable. Part of the problem goes back to the development. Our biggest frustration at the moment is the time to develop, because we are doing a lot of trial and error. It goes back to that debugging and lack of logs. It takes quite a while at this time, longer than we would like, to move a job or prepare it for production. Once it's done and in production, it's very stable. It's the development part that is the problem. Once in production, it is really stable.

We are a small company, so we haven't really scaled that much. We have about five departments using it and we have under 25 jobs. We're not that large at all.

In terms of creating new automations, implementing new robots, we haven't seen any issues at all. It's very simple to scale. Creating a new job, adding new robots, are both very easy to do.

All our bots are unattended, so very few people actually "use" Kryon in our company. We have approximately seven or eight developers in total during different periods of the year. Some are more active than others. For example, in finance, when it comes to quarter-end, they don't really develop. They leave the automation alone for a couple months while they take care of their busy time of the year. It comes in waves.

We have five robots in production currently. As of now, we have no plans for increasing. We've got lots of time to add stuff.

The support is really good. 

Their first-level support needs a bit of work. If we put in tickets, very often we get a bunch of questions from level-one but that information was already in the ticket. We get repeat questions. 

The only complaint I have, if you want to call it that, is that I would like to be able to pick up the phone and call someone. If we enter a ticket, by the time someone replies to it, we have continued working on our issue. The job has often changed, the situation's changed, or the issue may be resolved by the time someone replies a day or two later. Being able to pick up that phone and talk to someone immediately would be a tremendous benefit.

They don't have an extra level of support that you can purchase. There is just our client manager. If we have issues that support is not addressing quickly enough, we just escalate and then they take care of it from their side. They get someone to get in touch with us. But it would be nice to be able to pick up the phone and not even have to enter a ticket. Half of our questions could be answered immediately if we talked to someone directly, as opposed to going back and forth via email. Once it's an email, it's stretching out from a five-minute phone call to three days later before we get the end answer. I'll ask a question; they'll ask a question in reply. It goes back and forth in an email exchange.

There's no live support available unless we pick up the phone and call someone directly, but for that there's no support desk. I'd be calling our client representative who's really a sales guy. He's not a tech support guy. He would follow up with someone in tech support to get in touch with us.

With this client, there was no other solution in use. I use some, myself, as a consultant with other clients. I've been here for the last almost two years. Prior to that, I used Cherwell which is more like an IT service management, workflow-type tool.

The setup was very straightforward. Kryon dialed in remotely and did most of the work, along with our infrastructure guys. There were no issues there. It was really smooth.

They did it in sync with our guys. We had someone with the proper access and rights, so if they needed to do something on the server, for example, we had an engineer with admin rights on the call and able to assist them remotely. They worked closely with our lead engineer for IT to get it in and there were no issues at all.

The installation itself was just hours, literally. It was really quick.

It's the same with upgrades. Upgrades are very smooth and they don't take very much time at all. Kryon staff do the updates as well.

As far as the installation of application goes, there was no strategy. We just followed the steps in order.

Where implementation of robotics as a program is concerned, the strategy was to get some low-hanging fruit, some easy jobs with high ROI, and try and to show success. With that success, we rolled it into buy-in from the rest of the teams. Something else we did as a strategy was that we put a developer in each one of the departments, so it wasn't someone from IT doing the development, it was actually business-users. That way, people's peers would be designing, implementing, and developing whatever is being used in their departments. We got the subject-matter experts to actually design their own jobs. They chose what to automate, when to automate it, and then they would automate it themselves. It wasn't "Big Brother" pushing things on people. What they wanted to automate, and when they wanted to automate it was determined within the department. That created a better buy-in for implementing change and for change-acceptance in departments.

People always have their backs up against the wall if it's someone forcing something on them: "Oh, now you have to use this application." The response is often, "Well, I don't want to."

This way, it was them and their peers deciding what they were going to automate. It was much easier to get their buy-in. They determined as a group what they wanted to automate. It created a better culture for change-acceptance.

Automation Anywhere was the other one they were considering. I think they looked at a couple of others, but that was before I was here. I saw the paperwork comparing the final two and they were Kryon and Automation Anywhere.

You do need someone with some development knowledge. Not necessarily everybody involved has to know development, but as a resource, it would definitely be important to have. A straight business-user who isn't strong in IT or development wouldn't be able to do half the things that we've done. Having someone with a development background, at the very least as a support person, internally, is tremendously valuable.

As for saving time when launching new automations, we don't have anything to compare with because we didn't have an automation solution beforehand. It's new to the company. I would say our developers have gotten more proficient, so we've become quicker at development. As far as the launching now, though, it all takes about the same amount of time.

Regarding business users, with no technical background, it definitely can be used. We have users of all levels of technical skill. Business users can create some basic jobs, but there are some limitations to the product. More technical users can get around the limitations using scripting with JavaScript and the like. If people are familiar with that, it definitely makes the development phase much easier. It's totally possible for business users to use it. We've had users who have done basic jobs, but when it gets to more advanced things or quicker ways of doing things, a little bit of development knowledge goes a long way.

For deployment, maintenance, or upgrades of Kryon, there are two of us. I'm involved in coordinating and our lead IT guy works with whomever they assigned from Kryon. I'm not even necessary for those tasks. Really, just one person is required. I do the change request. I take care of the bureaucracy and the red-tape approvals and the like. Once all that's done, we hand it off to the technical team and there's a single person that does it all. He is the IT lead. As needed, he'll pull in DBAs or whoever, if the situation calls for it. He coordinates with his team.

Our company buys products from vendors and sells services to end-users. Most of the RPA processes done in Kryon are related to order raising, as well as retrieving reports. We have automated processes involve SAP, Pegasus, ITSM tool, Words, and Excel.

It takes a lot of work and time to complete the business processes manually. When the users utilize the Kryon solution, it cuts off more than 50 percent of the processing time as the logic has been pre-built. There are less orders being delayed. Adopting Kryon solution has significantly improved the turnaround time.

The image recognition in recording actions is very helpful. It runs stably as long as the graphics on the applications are not changed.

The environment of storing the variables could be defined as local, which will only be accessible within the wizard itself and cannot be read by the embedding wizard.

It will be good if Kryon has a function to find/replace the keywords and collapse/expand the groups.

We did encounter some issues regarding to trigger often but our support team is able to resolved it later. Other than that, it is quite stable.

It is very scalable. All we need to do is to set up the robot accounts and assign the access to it. Once it is done, we have to configure the trigger for the robot. Scaling up and down can be done in just a few steps.

The customer support is outstanding. They are very responsive and will accommodate with our schedules.

No, we started with Kryon.

Setup for Studio and Robot is pretty straightforward. We have to install the Studio and Robot on the machines, create accounts for the users and assign access rights. Then login Studio to develop wizards and Robot to run the wizards.

The initial setup of server was done together with vendor. Subsequently, vendor team came down to help us with the upgrade. They are very helpful and knowledgeable.

I am not too sure how much cost was saved. But there are a few people in the department were redeployed when one of our processes is up and running fine.

I am not involved in any of those.

We are using UiPath in conjunction with Kryon. I feel that Kryon has a better image recognition than UiPath.

I have tried a few solutions and Kryon is the most user-friendly.

The solution is easy to use. Although I felt the solution is a little restricted sometimes as I could not call any external libraries, I am able to use the advance commands, which are the built-in functions in Kryon, to program the RPA solution by changing my initial idea. It makes me think out of the box and test how good my logical thinking is.

We manage customer accounts: their orders, modifications, account cancellations, and back office stuff. For example, our clients are network marketing teams. Therefore, they will have accounts for multi-level marketing (MLM). They want their orders and accounts modified. For some of them, we want to change their subscriptions or cancel their accounts. These are all submitted as requests through online forms. Then, we will take them and do the modifications. We do this process automatically through Kryon.

All our bots are actually licensed for unintended, but we are not able to use them. So, we have currently 15 bots and all of them are attended only.

It has been helpful in reducing the manpower and error rate since we are able to run tasks 24/7 without interruptions. As humans definitely take breaks and there may be absenteeism that is unexpected, the solution provides continuous work. Humans tend to make errors once in a while, but the solution has almost zero percent errors.

We are able to cope with our clients's demands. No matter how much volume they throw at us, we are able to get it done quickly. That is where we see the biggest returns.

If a client gives us a new task, and it is a recurring volume, procedure, or SOP, then we are able to automate it within approximately a week. Then, they will be up and running with that automation. 

If it's a very simple task, we can automate it within about a week. If it's complex, then it will maybe be a couple of weeks to three weeks at most. We mostly differentiate simple and complex tasks by the number of steps involved. Sometimes, we need to cross check multiple accounts for a single request. We need to ensure all the information comes back correctly and that the logical calculations are done correctly. The more number of steps, the more complicated task that we will consider it to be.

We do code level modifications, which are already prewritten, and everything is with us. We don't use any of the advanced features of Kryon.

The simplicity of it: Kryon was very easy to learn and implement. The learning curve was very small. It didn't take a lot of time to set up or go live.

It is easy for business users to utilize. Mostly, it is a visual based tool. You don't need any expert coding knowledge. Even if you don't know anything about coding, a couple of weeks training should do the trick, as long as you are able to identify the logic behind whatever task you're going to automate.

While it does help reduce manpower, we still do require manpower because there are some processes and steps that we cannot do with automation. It may be too sensitive to be done by automated processes. In those cases, we still need manpower.

It does help to identify which tasks can be automated based on Kryon functionality, until you have close to 50 multiple tasks from one client. As soon as we automate any one of our top volume drivers, we try to understand how we can automate the next one orthe next highest volume driver. We have tried to use Kryon's functionality to the max, but still there are some limitations that don't allow us to automate all the tasks. E.g., anything that involves free form text is a major drawback. We use forms which get their data from our customers along with their account details. So, their form details are always the same. They don't change the fields, only the values are different. If it were an email, every customer would use their own words to describe the problem. It's difficult to write simple logic that is common for all types of words. I think free form text requires artificial intelligence. However, the lack of AI is not a big issues.

Another major drawback is OCR. We are not able to read scanned documents correctly in a reliable way. There is always some margin of error. Some of the processes require us to read scanned documents, and you need to ensure that it is 100 percent accurate. Without that level of assurance, you can't automate such tasks.

Our client uses Citrix NetScaler Unified Gateway. It is a virtual machine. All the tools that we use run from the client's location and through a virtual machine called Citrix. It is projecting the remote screen onto our screen. Kryon is not able to identify individual applications behind Citrix. All it makes is a screen by taking the image. So, Kryon's functionality is limited to screen reading. Because of this, we are not able to take advantage of the Windows functionality or web server functionality. like browsers. They are not able to identify whether it's a browser, etc. It can just read from the screen. Being able to identify applications inside Citrix would be a huge advantage for our processes.

Their logging features are minimal. 

Reporting-wise, there are some reporting options, but I don't think they are very practical from the point of developers.

We haven't had any instability. It is very stable.

So far, the upgrade process has been smooth, but it does take a few hours. The upgrade process could be better. Right now, it takes a few hours for them to set it up. We must wait to have a shared meeting. They have to wait for us, and we have to wait for their availability. It would be better if we don't have to wait for them, and similarly, they don't have to wait for our availability.

Everything is managed by our console and the Kryon admin. All we had to do is get a license, add the system name, and the bot is simultaneously up and running. So, stability is very simple.

We have two types of roles: developer and tester. Developer does the coding work and shows new tasks are deployed. Once they are deployed, the tester's work would be to ensure the tasks are running correctly. We have a license for an unattended bot. However, because of the Citrix issue, we still need to have at least one person on the floor to monitor the bots in case anything gets stuck, the tool is not responding correctly, or ground does not direct the total Windows, etc. 

We have seven people covering all the shifts 24/7. Apart from developers, we have four testers. One developer is enough for development and maintenance, but we still have three to ensure that all of our shifts are covered. Thus, we can work on multiple task at the same time.

The customer service is pretty good. The only problem is availability. Because of our high transaction volume, we have to give a scheduled time to them. Similarly, their experts also need to schedule among other customers. So, there is no dedicated support, but I know they are available and very helpful. It just takes a bit of time to contact them with both of us trying together. On average, it takes three or four days to schedule something with the customer services. 

If it is an emergency that makes our bots go down, they will make special arrangements with us. They make sure that they are available immediately. We haven't had downtime for more than 24 hours, so far. The customer service is great in supporting us.

This is our first RPA solution. We did try automation with Visual Studio, like encoding, but it was a failure. We thought RPA would be a better solution: easier to implement and error free. It made sense at the time, and it's still helping us out.

The initial setup was straightforward. 

The deployment took a couple of days: One day to set it up and one day to review.

We just have one environment with multiple bots. We straight away went into production. We didn't have a testing environment or equivalent.

There were Kryon people who took care of everything. They just had to arrange the requirements. Once that was done, they were able to take up a remote connection and set up everything. They were helpful, ensuring everything was properly working and up and running.

At the beginning, we had fewer bots. So, we just went straight into it without a plan. We asked the Kryon team to set up a server, and they did. From there, they licensed us the bots. Once that was done, we started coding and straight away implemented them. Anytime that we have required an upgrade, we will just add additional bots.

If they need to upgrade the version, they will let us know that a version is available. We give them a suitable time and they will schedule a meeting to upgrade it remotely.

Error rate and manpower has been reduced. The error rate has been reduced almost to zero. Though, sometimes, some of the tasks are done better with humans than Kryon.

We are not exactly saving money at this stage, because we have invested a lot in Kryon. Our transaction volume and cost that we are receiving has not yet equated in a profitable way. We are moving to a more profitable way going forward, but it will take a bit more time. In maybe another year or so, we will see some improvement and ensure that this solution is profitable.

It saves our business analysts a couple hours per day.

Our workforce management (WFM) team is managing the licensing costs.

Kryon was our choice. Our project manager brought in Kryon team for a demo. Once we saw the features, we did a test with their training specialist, then we were convinced that we could utilize this for our requirements. We didn't look at any other options at that time.

It is a good solution if you're not using any virtual machines, like Citrix. 

It would be better if you get a demo or automate a simple task using Kryon. Get them to show you a proof of concept so you can understand what other challenges that you will have rather than blindly implementing it. Definitely, get a demo to see how efficient it is. Seeing it in action helps a lot.

We are not completely moving to a digital transformation. Even our management doesn't agree with 100 percent digitized solutions. They still want some level of human involvement, as well as for auditing.

The humans in our company have been concern about the robots taking over their roles. The robots take up most of the redundant tasks and focus on those. This ensures that our agents do the more complex ones or the low volume drivers. The agents do all the ones that require more logical reasoning, installation processes, or secure processes. We train our agents on these tasks and reassign their skill sets. We give them more training, giving them more complicated tasks. We aren't trying to lose our agents, even though manpower reduction is there. We just trying to retain them, but for different types of tasks, ones that require more human involvement and thinking.

We don't use Kryon Process Discovery or any of their web related services.

Automation takes up most of the walling that we get from our clients. Ground is being used extensively. However, the limitations are caused by Citrix, which is making us rethink our strategy sometimes as to whether we will be able to increase with the product. We want it to be faster and more reliable. We want to ensure that with any errors which occur, it is able to identify those errors, and it's able to rectify them or at least log of them. We want to take a look at them or notify people. Currently, only because of the Citrix issue, we are constrained. We might need to take a look at another software that supports Citrix more efficiently. Currently, there's no plan to increase usage, but it is part of our major usage as of now.

We took all kinds of mindless operational processes, things we were doing over and over again and which cost us a lot of work time every day, or week, or month, and scheduled them to be automatic, with no human hand in the process.

We have a lot of examples. We make loans, although we are not a bank, for various purposes. Sometimes, people don't pay us back and the loans go to collection. We have to start all kinds of processes via lawyers, and when we transfer a case to a lawyer we have to prepare it. All the preparation for the lawyer is automatic now. All the letters for the lawyer with all the details about the loan, about the collection - everything is automatic.

Also, for each customer whose debt we transfer to a lawyer, we have feedback to our core system to update all the data in the system again. So all the data about the customer and the debt comes from the system to the lawyer, and feedback from the lawyer comes into the system. And all of this, of course, is connected to the loan itself, to the customer. Everything is aligned.

We are a digital company. We very quickly embrace all kinds of digital transformation. Kryon was just a part of that. We have engaged in digital transformation in many ways in our company. But the adoption of Kryon was very quick, and that is its advantage. Because it is a very quickly and very intuitively customized system, it helped us to adopt it through users who are not technical users. It really helped us to put a lot of automated processes in the system and adopt them very quickly. Now, my organization wants more. They say, "How did we live without it before?" It really helps us in our day-to-day processes, the ones that are not so complicated, not so involved, that we do over and over again.

Efficiency has increased. If robots are doing stuff we used to do, this increases the efficiency of the staff.

All our users have no technical background. But Kryon is really simple and intuitive. Our business adapted very quickly and easily. This is the main thing and it's why we love the system so much. It's why we are always trying to put more processes into the system and make more use cases: because of the simplicity and the intuitive nature of the system.

Our original plan was to do something like two robots, and a few processes, but because it was such a success in the company, we expanded it. We have 11 processes. The eleventh is due to go live in about a week. Some of them are not complex, some of them are more complex. It depends on the process itself, the amount of time, the amount of integration, if there are dependencies on another system.

In terms of plans to increase usage, for now we really want to see how the day-to-day is going with all the processes. More processes mean more licenses and robots, and we have to do ROI as the next step. I would guess we'll do more, but it's already a lot to have 11 processes in a year with four robots.

We, ourselves have not used Kryon's customer support. Maybe our third-party uses it on behalf of us. I don't know.

This is our first RPA solution.

The initial setup was straightforward. It was very quick, very understandable, very open. If we had problems, they were helpful. They assisted our third-party company. It was very easy to work with.

Deployments depend on the process. We have been working with the system for a little less than a year. After about two months, we had the first process working. It's really quick. When I say two months for the first process, that means we sat with the customers, understood what they want, how to do it. We had them test it, we launched it, we optimized it in production. The whole timeline of the process was handled in that amount of time.

We asked our organization to set the priorities. We asked for a quick win, meaning something very small and very painful, or something which was taking a lot of time. That enabled us to win their appreciation and reduce the resistance to change. Some people may look at it as a robot is replacing me. We handled this too by making them a part of the implementation process. This way, they wanted it, were engaged with it, and wanted to do more. It gave them something that they hadn't seen before. It gave them a feeling of success. It's very important, through the process, to feel like you are succeeding in doing something new in a very short amount of time. The people involved have to see we're not really replacing them, and that it actually helps them to do more, to do better, to do things that have work quality to them.

The people using Kryon are from three departments: collections, services, and operations. Not everyone is using it, because we're uploading files to the system. There a few people in each department who are doing it. Overall there are about ten people involved with it, but it services the whole department. There are the people who operate the system, and the people enjoying the fruit.

Even when I purchased the license, it wasn't via Kryon. It was through a third-party. The product is Kryon, but the customization and all the agreements and the buying process were not through Kryon. It was with a third-party.

The reseller is HMS. All our connections to Kryon are through this company. All our processes of examination and solutions were through them. We are very pleased with the job they have done, with the service. They are very good and they helped us a lot.

But these days we are transferring all the knowledge, all the data, and all the operations of the system to our people, the employees of our company, so that we will be able to do it alone. The first year was through this third-party, and we have their support. And now our main goal is to be able to do it on our own.

Kryon has saved us money. We measure in terms of people. We haven't increased our employees in those departments, and we can say that we have saved nine employees, nine people we haven't had to hire.

I would expect that in the first year there is no ROI. It has to be measured over three or five years.

I wasn't part of the process. I had a colleague who did it.

It depends if you are doing it by yourself, with your employees or, like us, through a third- party or someone who knows how to work with the system. If you're doing it through a third-party, there is no problem and they have all the knowledge, all the data, all the know-how about how to do it. If you are doing it with your own people, training is mandatory and Kryon has it. Some kind of on-the-job training, or some kind of support, is necessary to be able to implement it quickly and the right way, because there is a right way, a way to do it properly.

Kryon was not involved in helping us find and prioritize processes that are ready for automation. We did so. They were not part of this process. We came up with the processes, we talked about them, not Kryon.

I'm not the one who uses the system every day. I'm not the one who uses the customization. We go through a third-party which does all the customizations for us. I can't tell you which part of the system I enjoyed the most, or what I'm using because I have a third party for that.

The primary use case is for back office processes.

It has improved our organizational process in inbound and outbound tourism. The previous process was very complex and took at least a day for the users. Now, it is fully automated and saving a lot of hours for our back office.

The product is very useful for our organization. The process takes approximately a month.

Our organization has nothing between the digital and back office processes.

Because of this product, we started to look for more processes to deploy.

The most valuable features for our organization are the automatic processes which save main power in the back office.

From our experience, the product is not suitable for end users.

It is a very stable product.

It is a very scalable product.

The product is used very extensively. We have plans to increase usage.

All users can use the processes.

We require two staff for deployment and maintenance.

The technical support is very good.

The vendor's customer service is very good.

We didn't use a previous solution.

The initial setup was deployed by Kryon.

Our implementation strategy was evolution strategy, process after process, and be the leading business user.

We used a third-party, HMS, who has very good knowledge in the product

There is no doubt that there will be ROI. However, it is too early to provide data.

This solution has saved us time when launching new automation processes, but it is too early to give the amount of time.

There is not enough data to determine if the solution has saved us money, business analyst hours, operational efficiency, or reduced employee errors.

In addition to the standard licensing costs, there are manpower costs.

We would recommend it.

We don't use Kryon Process Discovery.

We use Kryon in a number of use cases. We have done a lot of work in the insurance industry, especially client-onboarding. We are also working on AML, anti-money laundering. Another use case is data extraction from invoices, using the Kryon platform.

To give you an example, we worked on a client-onboarding scenario. Client-onboarding, when run manually, was typically taking about 45 minutes for just one customer, because the process is so lengthy and because of the amount of information required. In addition, it was updating four systems and there was work done to match the systems, which required a migration piece. Now, with automation, we capture it once, in one system, and then onboard this information to two or three other systems. It now takes a maximum of about eight minutes, compared to the 45 minutes of work when it was done manually.

It has definitely also helped our workforce embrace digital transformation. We have implemented this with onboarding processes, email processes, and the like. It has now spread to multiple LOBs and they're talking to us, including HR, finance, and more.

The bots result in a lot of effort saved and that means we don't need to hire people to do certain jobs. It's saving money on FTEs. I estimate that when we run a business use case, the typical savings are four to five FTEs per month. In terms of business analysts' time, out of eight hours, typically four hours are saved. Operational efficiency has increased more than 50 to 60 percent. Finally, it saves us time when launching new automation processes, by about 30 percent.

The best feature is its reporting. The core features of Kryon are the best. 

In addition, the number of commands it gives us to edit and modify is really good. 

It also captures screen activities and plays them back. I'm a technical guy, so it's very easy for me to do it. If I imagine giving this to a business guy, it is really amazing, because he knows what action he is going to perform.

With respect to web-based applications that we have, Kryon may not be able to do certain things in terms of technology and support.

Also, there are limitations on integrations with other platforms like ServiceNow. There are some issues integrating. It's not a really an open system. The product, its design, etc., is really good, but they have to look at the openness, how to integrate with other products which are available in the market, as well as with our own solutions. You can do integration but it is not so easy. You have to build certain things to integrate. It's not like an open API is available. It's there but it's not really open compared to competitors.

The only challenge today is that when we migrate to a new version, there is a lot of work. We need to roll it back. Once migrated, we cannot roll it back easily. There are a lot of things that need to change. We've asked Kryon to build a complete package so that migration can easily happen from one version to another version. 

For example, 5.1 to 5.4 was really a nightmare for us. It was more to do with the number of assets we had. When they changed to 5.4, with the new enhancements, some of the scripts were failing after we migrated, and we had a whole list of issues. We had to reconfigure certain elements. It was effort. It was not an easy migration.

We are now doing close to 20 processes. It still works fine. There are no issues from the scalability point of view.

Technical support is there in some of the regions. In APAC it is good. One or two years back, it was not there. They've improved since then. They are able to support us if that is required.

The initial setup took some time because there are a number of components. There is a server, Studio, etc., so it takes some time to set up properly. But once it is set up, it's easy to work with. But the initial setup requires some time.

Setting up a server typically takes three to five days. We go through a process where we regulate things, we make sure we validate the software, and we that we have approval. 

Our implementation strategy was to first set up a pilot. After the pilot, we wanted to go full-blown. That's when we looked at infrastructure for development, testing, and production. We then started bringing a lot more LOBs in, to grow and develop.

We used Kryon consultants, and some of our team members also got trained and certified so that we could take over that piece. Initially it was a joint effort and after that we took over.

Our experience with Kryon consulting was good. They follow certain guidelines, they don't allow any unwanted consultants to implement or do anything. They make sure consultants are certified in the product and that they have experience. That was good. That's how they start with all customers.

If we look at the number of FTEs saved, there is definitely ROI from those savings. In fact, we are collecting metrics on that now, to know how much value we've had. Over the three years we have had close to $300,000.

Our licensing cost is close to $80,000 US per year and that includes the server, Studio, and both attended and unattended bots. There are no costs in addition to the standard licensing fees.

We evaluated a few solutions but Kryon was the platform we chose. We evaluated UiPath and Kofax. We found Kryon to be a good platform so we engaged it. It is easy to use, no integrations were required, there are no plugins to download. Our platform includes mainframe and client-server.

At the time we were evaluating, UiPath was not really working out well. If we were to compare now it's a different scenario, but two years back it was a nightmare.

My advice is to follow the right set of instructions and best practices, even before you implement automation. Look at what is available, at how you do it. If you don't follow those instructions, you may find it difficult, but once you know exactly how to use it and what to do, it works. Have training properly done and after that start looking at implementation.

It's really good for end-to-end RPA. The way we work is we do a discovery manually rather than using an automated discovery process. Once we identify a process and we run through a complete lifecycle of it. We then work on the design elements, how to run the exceptions, etc. We make sure that UAT is done, that it is tested well. We then make sure that the business users accept the process, how it's going to work. We then validate the bot, make sure we get a sign-off from them, and then we go to production. We do one week or two weeks off thorough checking on production to make sure there are no exceptions or issues. We then hand it over to the client to run it.

In terms of the ease of use of Kryon for business users with no technical background, that's a key area. What we say to them is, if you're not familiar with Kryon and you want to automate, there is a basic, fundamental, one-day workshop. It will give you at least an idea of how to record, what the options are, what you should look for - the key things to learn about some of the elements of the Kryon platform. Then they're good to go. I see that users are then happily recording things and playing them back. So Kryon provides ease of use where they are not really struggling. If somebody knows Excel, that person can easily run Kryon.

We have business users and we have some developers. It's a small team of five to eight people, including the business users. In terms of deployment and maintenance of Kryon, we currently have a very small number of processes. There is an agenda to grow big. We're looking at more than taking more 30 live so we are bringing in external consultants to help us do that job. We want to keep a lean team right now, because once we go live we will need to do more of the production support and maintenance of the bots. We will only do small-scale development in-house. If it gets to a complex level, we will get a team of consultants to help us. In terms of infrastructure, we have one guy dedicated to that right now.

I would rate Kryon at seven out of ten. There are the migration issues and they need to support web-based apps.

We mainly use it for creating automated processes from previously manual processes, to make existing processes faster, better quality and more efficient. We currently have three processes implemented in production and the fourth is going live next week. It's not heavily used, so far.

The first one is small. It just enters the US dollar currency into our ERP system. It's a daily task each morning. The second one involves an external, third-party systems from which we export a report and import it into one of our systems. It used to be done on a daily basis by an employee and now it's being done automatically. The third one is an automated delivery note. One of our suppliers, provides our tobacco products with paper delivery notes. So now they send us a daily report and the robot enters the delivery notes into the operations system. The fourth one which will go live next week, will upload bank notes of returned payments into our financial system. That was another manual process that will be automated.

The currency automation saves us around five minutes per day, but it has to be done every day. For this one, the amount of time is irrelevant. It's more that there are many processes that rely on the currency. So if it hasn't been done or is done late, it can delay other processes. So the value here is more than how much time it saves us. The second one saves us approximately five to ten minutes per day. The third one, the delivery note process, is more difficult to calculate since we have approximately 200 points of sale. Each one has one to two deliveries per week and it takes five to 10 minutes for each point of sale to create these delivery notes manually. So it saves us 2,000 minutes, about 1.5 times a week. The last one, the one that is going live next week, is more significant. It will save approximately a day per week for an employee.

As for operational efficiency, the automatic delivery notes is most significant. From the 200 managers, the bit of feedback that I have gotten is very positive. From the others, I have to admit that it's more minor.

Of course it has helped to reduce employee errors, especially with the delivery notes, since the correct number is very important. If you enter "11" instead of "one," a type-o, it's very significant because it is an expensive product. Definitely, in terms of user-error, we have improved on that a lot. Before Kryon, there were one to two errors per day, or about 50 per month. We found most of them later on and then someone had to remediate them. It has saved us significant man-hours.

Once I decide a process is suitable as a Kryon solution, the cycle of automation is quite quick. I learn about the existing process and I'm one of the two guys who program the Kryon environment. It's relatively simple. There are many details, but once you understand the concept it is quite easy.

I think our version is two versions behind. I just had a talk about it last week with our account manager at Kryon and we planned together to upgrade the environment once per year. In my opinion, today, if possible, it would be better to have it done automatically, like an application on your smartphone. Or even if done manually, the upgrade should just be "next, next, next," and it's upgraded, rather than making it a project to upgrade. In the digital era, that is one of the expectations, that it would be easier.

Besides that, it's all about functionality: What you can do and what you cannot do. I'm not very familiar with the competitors' solutions, so I'm living in the world or Kryon functionality. Sometimes I'm looking to automate something and it's not there. That doesn't mean that it's not possible.

In terms of additional features, the sky is the limit. For example, we are working with Oracle ERP. It would be great if there were built-in functions or commands to integrate with the Oracle application, and not everything through capturing screens and going from there. Currently, there is only an integration with Office, mainly to Excel. I understand that Excel is much more popular than Oracle in terms of use and in terms of integration. For an organization that works with the Oracle application, I would love to have even a plugin or a tool kit for that - maybe to SAP as well.

There was one day that Kryon had a problem to do with a certificate change or something like that. The whole Kryon environment was down. Aside from that, it's been quite stable and works smoothly on a daily basis. We haven't faced any problems.

We haven't explored the scalability yet. There is room for many more implementations on the one license that we have.

I'm working with the technical support on a few issues. For the issue with the certificate, I sent them a case and they replied immediately saying that it was a global issue and that it would be fixed in the next couple of hours. And it was. Overall, on a scale of one to five, technical support is very close to five. Over the year I have had something like five or six tickets. One of them is ongoing + one bug reported.

As for customer success, we have an account manager. I think she supports all the local market accounts. She initiates meetings once per quarter. She's very approachable and cooperative. She's really great.

For the setup of the whole Kryon environment I was only involved in the framework, just to make sure that our system group prepared the server and installed the SQL server they requested, and to make sure they had all the permissions they needed, but nothing more than that. The consultants did all the rest.

Maintenance requires just my colleague and myself.

We didn't do it independently. We brought in EY (Ernst Young) consultants to do it. It went smoothly as far as I concerned. It was a one- or two-day workshop and it was done. It was really quick.

Thanks to them we have the Kryon environment. They suggested it and we brought them in to implement the first implementation, which is not being used anymore because we replaced the target system. 

They sent two consultants and one intern for the job. 

We haven't calculated ROI yet. I'm quite confident that in the long run it will demonstrate a return on investment. In the first year, at least for us, because there have only been three or four implementations, but nothing more than that, in terms of man-hours the supplier delivery notes is most significant. It's possible it has already given us a return on investment.

We have a yearly license. It's about $5,000 per year. There are no additional costs other than that a server has a license.

Initially, our CIO came up with the idea and brought Ernst Young in to implement it in our organization. In the first meeting we had with EY, they put two RPA systems on the table, Kryon and another which I don't remember. They gave the pros and cons for each solution and together we selected Kryon. One of the factors was that it's an Israeli company, so we thought it would be easier for us in terms of approachability, language and work hours. We believed it would be easier for us to use.

Take the training course. At least the person who is going to program the robots has to have some background in information systems in general and in more specific, operation systems, in programming and in Office, of course. He has to have a technical orientation, database knowledge would help him, as well as system analysis capabilities.

In terms of ease of use for business users, the only users are me and 2 other persons in the information systems department. Currently, we have only unattended implementations and no attended implementations which would require a user in the organization to operate it. As for programming it, it requires up-front training. The e-learning, at least at the time that we started working with Kryon, was not enough. Just the basics were there. When we tried to do some more complicated stuff, we had to understand it better. We took the four days of training. After that we started all of the implementations.

As for helping our workforce embrace digital transformation, I wouldn't relate Kryon to that, at least not yet. We are still not using it for digital processes or a digital environment. But we plan to do that in the upcoming weeks. There is a process to create a new customer, which today is very complicated. The last part is to just type the customer's details into the system. I'm thinking of using Kryon which would complete a fully digital process.

In terms of my rating of nine out of ten, there are many things that I'm not sure of. For example, it takes a while to launch the Studio, something like a couple of minutes. It could be that my laptop is not strong enough. It might be that our virtual server doesn't have all the necessary memory or CPU capabilities. It might be many things, so I don't want to say that it's only due to performance issues with Kryon.

We found a bug in a database trigger with Oracle Database. I know that it works mostly with the SQL server, but we are using Oracle, so that's another issue that came to mind. The fact is that we found this bug something like six months ago and it's still not in the new version. As far as it was communicated to me, it will be part of the next version. If that bug was critical for us, maybe I wouldn't have rated it a nine; maybe it would be a six or seven or eight. But, luckily for them, it's not highly critical for us. I don't know how they prioritize bug-fixing. I suppose that there are not too many Oracle Database organizations among their customers, at least not in our market. Therefore, maybe they prioritize this somewhere at the bottom. But for us it's a bug and we cannot use this functionality, which is required. That's why I took off one out of ten. Besides that, it works, it's stable, it has nice performance, and was, therefore, a good decision to go with it.