Four easy steps to achieve better CX and more beneficial business outcomes with lower risk.
In today’s fast-paced business world, productivity and efficiency are undoubtedly very important, but not everything. Customer and Employee experiences (CX & EX) are equally as important as all other business outcomes. Companies want to automate their processes to save time and money, and free up their employees from boring and repetitive tasks.
The main goal of process automation is to allow the company’s most valued resources – the human agents – to spend their time on customer experience improvements rather than waste it on something that can be easily automated.
However, process automation solutions can only make sense if they are making the processes easier rather than more difficult and they are beneficial for all involved parties.
Think about how many times you’ve been a victim of some annoying customer service phone call or received an annoying automated email that missed the point entirely and only made you more frustrated rather than helped.
These kinds of low ROI automations are a waste of time, money and effort, on both sides, and can only result in more negative customer experiences.
The “only” thing that B2B buyers should do is choose the right process automation solution and the right partner cleverly.
Here are some things you may consider before you define your selection criteria:
- With process automation you often need to satisfy conflicting KPIs, like improving customer experiences while simultaneously decreasing service cost, so the agility, flexibility and easy configuration of the solution is critical.
- You must decrease the core operation risk while going through your business transformation, but it can be as complex as open heart surgery on a patient who is running. It means you can’t do everything at once. The modularity / composability of the platform is key.
- Moving to Cloud from on-premise often requires temporary steps and hybrid integrations that are not the strong suit of large public cloud based software providers. The platform’s ability for cross-platform and cross-cloud integration through open APIs and flexible cloud options should be easy and effective.
- You may not have enough budget, knowledge resources and time to execute a multi-year giant transformation project that can deliver questionable business outcomes at the end. The key platform capabilities should function in stand-alone mode until you connect them into the same ecosystem.
How to plan your digital transformation while avoiding traps
Focus on your major goals and define in short terms what you expect from the process automation:
- Efficiency Improvements: Help your business units to streamline processes, not make them more difficult, and enable the company to get more done in less time and with less resources.
- Reduced Operation Costs: Reduce operation and administration overhead costs by eliminating repetitive manual tasks and paper-based work.
- Improved Accuracy: Improve administration and data accuracy by eliminating human error.
- Improved Customer Experiences: Provide more easy to use self-service options, connect siloed data systems and automate tasks such as order processing, customer support and more.
If you’re looking to improve the efficiency and productivity of your business with low risk, a phased process automation is a great place to start. There are many different software solutions available, so you can easily find one that best fits your needs and budget.
Process Automation Implementation Tips
Here are a few tips for implementing process automation in your business:
- Start with small, manageable projects: Don’t try to automate everything all at once. Select manageable sized micro-projects that can be implemented in under 60 days, then gradually scale up across your customers’ journey.
- Get buy-in from your employees: It’s important to get buy-in from your employees who need to work with the new system. Make sure they understand the benefits of switching and help them to quickly learn how to use it in a way that makes their work easier.
- Choose the right software and partner: Large, well-known vendors may sound less risky than smaller providers, but ask yourself where you would expect more personalized support and more agility to adjust the solution to your unique needs with a lower overall price tag.
- Test and measure your results: Once you’ve implemented the first phase, tested, and measured your results, learn from best practices and make sure you do not repeat any mistakes. Then continue as planned or adjust as needed.
If you want to deploy a Process Automation solution faster and want to be less dependent on the vendor in the future, you should consider purchasing a solution based on a Low-code / No-code development platform, that can enable you to develop further processes automation solutions without direct vendor support.
Tibor Vass – CMO of Eccentex