This week's insight post will discuss the benefits of business process automation (BPA). Business process automation can reduce costs and improve the quality of services and, when done right, does not adversely impact your employees. On the contrary, the benefits of business process automation tend to support the employee experience as it reduces monotonous manual work.
Any process involving a person interacting with a computer, software, or other digital systems can be automated. Take, for example, the process of updating customer details in an organisation's CRM database. A customer sends an email to the organisation informing them of an address change, and a customer service agent then proceeds to update this information in the system. In case you are wondering, this is common practice in most SMEs and even some larger organisations worldwide. The whole process takes about 4-7min if everything works straightforward. This is just ONE process. Add to that simple price inquiries via the web, complaints, feedback or phone number changes; you name it. These are all standard business processes in most customer service departments around the globe and tend to keep them extremely busy (and bored). Ask any of your service agents how much they enjoy these tasks, and you get the idea. All these processes can be automated with BPA. With this in mind, BPA increases customer satisfaction as the turnaround times and failure rates are drastically reduced.
BPA can be applied to a wide variety of different organisational functions. The most apparent benefit of process automation is the reduction of manual effort. In addition to reducing costs, business process automation can also improve customer service, increase revenue, and, above all, save time and eliminate mistakes.
BPA increases employee satisfaction by reducing manual labour and time can be spent on more valuable, motivating activities. This will also improve the reliability of your organisation.
As with many transformation initiatives, successful BPA implementations require a certain level of process maturity. We recommend starting any BPA implementation process with simple business and administrative tasks and then moving on to more complex ones. It is crucial that organisations also choose a business process automation solution tailored to their organisation's needs and priorities. Initially, invest in trialling the new software and procedures to ensure they are the right fit. Ultimately, this investment will pay off.
The overall benefits of business process automation extend far beyond cost savings and increased productivity. In the age of digitalisation and personalised customer journeys, there is a growing need for these efficiencies, and by incorporating BPA, organisations can focus on increasing their bottom line and at the same time provide scalable customer solutions.
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