Process Automation Isn’t About Replacement. It’s About Improvement.

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business-process-automation

It’s time to focus on what you do best and let your technology take care of the rest.

Today, many job responsibilities fall under the back-office, administrative, sales and call center realms, and they’re document- and form-driven. Countless hours can be spent on data entry, employee contracts, training, health care benefits and tax forms, leaving little to no time for employees to use their creativity to help the Rebellion defeat the empire.  (When is a Star Wars analogy not applicable?)

Luke, Leia, and Hans are the obvious heroes of the Star Wars franchise, but really, where would they be if it weren’t for the help of R2-D2 and C-3PO? These quirky robots stepped up and saved the day with data mining, language translation, and then that time R2-D2 threw Luke his lightsaber so he could defeat Jabba’s men. 

You’re probably not up against an evil empire in your career (or maybe you are), but the message here is that machines that automate specific processes can be a huge asset, freeing up your time to focus on what you do best, not the mundane tasks. In fact, predictions for 2018 suggest automation will alter the global workforce as companies look to adjust budgets, smooth operations and improve overall performance.

Automation software leads to integration and improved customer service

Automation software helps with various processes by handling administrative (and often repetitive) tasks, including importing documents into digital repositories; organizing imported materials so they’re searchable and retrievable; storing files in standard formats; archiving records; and integrating systems.

System Integration

Let’s say you work for a company whose business requires the use of multiple systems and manual data entry. If these systems are not integrated through an automation platform, it may introduce errors, information may fall through the cracks, and in the end, your business could suffer. 

Malcolm Frank, executive vice president of strategy and marketing at Cognizant and author of What To Do When Machines Do Everything, shares:

“We’re going to allow machines to do what machines do with excellence, and humans can do what humans do best. The rote work has been removed, freeing up humans to do higher impact, more creative work.”

Customer service and customer acquisition

Spending less time on back-office, data entry and other mundane, time-consuming tasks will allow your employees to focus on the customer and improve the customer experience. 

Research shows that 37 percent of consumers still prefer to talk to a real person on the phone, and predictive analysis shows that preference isn’t going away. However, there’s still room for process automation: when a call center automatically receives chat transcripts from customers when they initiate a chat, for example. Automated access to this kind of information allows call center employees to handle phone calls quickly because they can immediately view any concerns previously raised in the chat dialog.

It’s also important to remember the role automation plays in customer acquisition: By adopting automation early on in your industry, you can set the benchmark for customer experience standards. For example, a typical B2B sales process can take anywhere from a few weeks to a few months to complete; however, these cycles often suffer delays because routine follow-ups are not tracked and often fall through the sales cycle cracks. By automating specific processes, including setting appointments, sharing presentations and scheduling follow-up emails, businesses have the opportunity to fast-track the sales cycle and increase engagement at every touch point. 

Find out how your business will benefit from process automation

Whether it’s customer-facing or in the back office, it’s clear that automation is here to stay and to evolve. Companies have much to gain regarding system integration, customer acquisition, and customer service, so don’t wait to find out how your business can benefit from process automation.

At Blue Ocean Consulting, our clients have saved countless hours through automated solutions, and they’ve never looked back. Schedule a Digital Solution Assessment with our team of automation experts and find out how you can save your company time, money and resources today.

 

Scott Woodward is the executive vice president of business solutions at Blue Ocean Consulting, a division of MarksNelson, providing business software consulting services and helping companies find the right technology solutions to meet strategic needs. How are you considering process automation, system integration and the customer experience in your business? Share your thoughts on our Facebook and Twitter pages.

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