Businesses need every available edge to succeed and thrive in increasingly competitive markets. You need your top minds tackling your important problems rather than wading through mundane tasks.
This is where process automation comes in. Process automation applies software and technology to streamline and automate business processes and repetitive tasks, such as inventory management, employee onboarding, and customer support. It helps improve efficiency, reduce errors, lower costs, enhance resilience, and boost competitiveness and profitability.
Process automation can be a powerful tool if implemented correctly, increasing productivity and empowering your team to focus on what matters most — closing deals and driving business success.
Let’s explore process automation by understanding what it is, key techniques and technologies, and how to implement it effectively.
What is process automation?
Process automation refers to the use of software and technologies to automate repetitive tasks or business processes to improve efficiency and consistency.
It involves leveraging software and technology to automate business processes and functions. These automated processes help organisations achieve specific organisational goals, whether it’s producing a product or processing invoices. Process automation offers a simpler and faster way to enhance business efficiency and agility, allowing companies to create workflows and automate tasks without extensive coding.
Five benefits of process automation
More and more businesses are turning to process automation as a must-have tool in their quest for competitiveness and profitability. In fact, 80% of business executives believe automation can be applied to any business decision.
To better understand why so many businesses are incorporating process automation, let’s take a look at five key benefits.
1. Improved efficiency with faster cycle times
One of the most obvious benefits of incorporating process automation into any business is the reduction in time required to complete various tasks, leading to faster cycle times. By handing off repetitive tasks (such as data entry and invoicing) to robotic process automation (RPA) tools, they can be executed automatically, ensuring that work is completed faster and more accurately. This efficiency improves productivity and frees employers to focus on higher-value tasks.
2. Cost reduction
Every business aims to increase profitability. One way to do this is to reduce costs. Companies can reduce labour costs, minimise errors, and optimise resource allocation by automating tasks that would otherwise require significant human time and effort.
3. Improved compliance through transparent data trails and monitoring
One of the main benefits of process automation, especially in industries with strict regulatory standards, is that automation tools monitor and log every action they take. These logs help organisations stay aligned with industry standards, reduce the risk of errors, and ensure that policies and regulations are followed consistently.
4. Real-time collaboration across the organisation
Adopting automated tools for communication within the business allows teams and departments to communicate seamlessly. These tools ensure that everyone in the organisation has up-to-date information, which leads to more informed decision-making and collaborative efforts.
5. Improved customer service
Automation tools have many benefits within organisations, and they can also positively impact customers. Tools, such as customer service agents, can streamline customer service processes and enable companies to respond to queries, complaints, or requests in minutes rather than days.
When customers get an answer more quickly, they are more likely to be satisfied with your business, leading to higher retention rates, increased customer loyalty, and more positive reviews.
Eight key techniques and technologies in process automation
To achieve optimal outcomes in process automation, businesses employ a diverse array of techniques and cutting-edge technologies. These innovative tools and approaches empower businesses to not only streamline their operations but also enhance their decision-making capabilities and adaptability.
Here’s a more in-depth look at eight key technologies that play pivotal roles in achieving the best results in process automation.
1. Hyperautomation:
Hyperautomation is not merely a technology but also a comprehensive strategic initiative. It involves identifying, vetting, and automating as many businesses and IT processes as possible.
By orchestrating multiple technologies, tools, and platforms (including AI and machine learning), hyper-automation enables organisations to automate various tasks and processes. It extends the reach of automation to virtually every aspect of business operations, paving the way for an extensive digital transformation.
2. Intelligent process automation (IPA)
Intelligent process automation represents the next evolution of traditional process automation. It combines process redesign with the power of robotic process automation and machine learning.
IPA automates repetitive, rule-based tasks; it also incorporates AI and cognitive technologies to mimic human activities and even learn from them. This infusion of intelligence into automation leads to improved performance, increased speed, reduced risk, and enhanced customer experiences.
3. Low-code/no-code automation
Low-code and no-code automation platforms are designed to be accessible to individuals with limited programming or coding expertise. They offer drag-and-drop functionality, visual tooling, and pre-built content.
These platforms empower subject-matter experts to automate processes according to their specific needs. Simultaneously, they maintain governance and ensure compliance standards, allowing IT teams to oversee the integration of new automated processes within the system securely.
4. Big data integration
Big data is characterised by its volume, complexity, and speed. It encompasses structured and unstructured data, such as customer feedback, emails, videos, and images.
Big data integration into process automation allows businesses to leverage artificial intelligence and machine learning capabilities to guide decision-making, accelerate processes, and reduce the burden of repetitive tasks and assessments. It provides valuable insights previously buried within data, aiding in more informed decision-making.
5. Artificial Intelligence (AI):
AI technologies complement process automation by addressing the challenges posed by unstructured data. While traditional process automation thrives on structured data, AI is proficient at processing unstructured data, such as scanned images, webpages, and PDF documents. AI can convert this data into a structured format, making it understandable for other automation tools, which enhances the overall accuracy and utility of process automation.
6. Natural Language Processing (NLP):
NLP-powered tools excel at understanding human speech, context, and tone. In process automation, NLP can be deployed to enhance interactions, providing both internal and customer-facing automated responses. It allows organisations to deliver more effective and context-aware automated services and support.
7. Machine Learning:
Machine learning relies on big data to make informed decisions. When integrated with robotic process automation (RPA), AI, and NLP, machine learning can identify trends, patterns, and insights from both data and human users. This augments the accuracy and relevance of process automation, making it a more valuable asset for organisations.
8. Intelligent ERP Systems:
Enterprise Resource Planning (ERP) systems have evolved to become intelligent and capable of supporting a wide range of business functions. Modern ERP systems incorporate AI and machine learning technologies to enhance operations across the organisation. Many automation functions are now integrated into these ERP systems, improving efficiency and performance in various departments.
Incorporating these advanced techniques and technologies into process automation solutions equips organisations to not only optimise their processes but also harness the full potential of their data. It results in more agile, adaptable, and intelligent operations that can respond to changing market conditions and customer needs with speed and precision.
Sowing success: Two examples of process automation in action
Process automation has many benefits. Let’s see how process automation has positively impacted two businesses in real time.
SP Screens scales up service
SP Screens is a small Australian business specialising in custom-made security screens. Founded in 2010, it has 13 branches along the east coast of Australia, eight of which have opened in the last two years.
From the beginning, SP Screens wanted to set the industry standard for customer service. However, the business’ vision for great service outstripped its capabilities. While the team went above and beyond for their customers, paper-based processes impacted their service and productivity.
Process automation allowed SP Screens to take its customer service to the next level. It used to take more than 10 minutes to manually locate a customer’s order and talk through the process on the phone. This time has significantly decreased.
Through process automation, SP Screens has also experienced:
- A 160% growth in branches
- A 45% increase in efficiency among the customer service team
- Improved productivity among team members
- A 4% increase in sales conversions in six months
Initially, employee buy-in proved to be challenging. However, once they saw how process automation made their jobs easier and more efficient, allowing them to focus on customer care, they began proactively suggesting improvements, continuing to drive the process forward.
Sutton Tools evolves into an agile business
Sutton Tools is a legacy family-run business founded in 1917. Originally a manufacturer of threading tapes and gauges, the company quickly expanded to selling cutting tools. More than 100 years later, Sutton Tools continues to evolve, adopting CRM and process automation to better manage the complexities of selling into multiple channels.
In a fast-paced industry where businesses need to know the length of product life cycles and when new products are coming, having world-class digital platforms is necessary. Since its adoption of CRM and process automation, Sutton Tools has experienced:
- Improved communication between departments and teams within the business
- Increased online sales, which now make up 10% of their total sales
- A 25% reduction in calls to the service team
- A 50% reduction in time spent on data entry
- Hundreds of hours are saved every month through streamlined and automated processes
“Our ability to respond and quickly bring new products to market relies on having world-class digital platforms. Without that, we couldn’t keep pace,” said Robert Sutton, Sutton Tools’ Commercial Director.
Business process automation (BPA) vs. robotic process automation (RPA)
There are two main types of process automation that businesses like SP Screens and Sutton Tools can utilise to improve efficiency and agility.
Business process automation (BPA)
Business process automation utilises software to automate repetitive tasks, alleviating the burden of routine operations, increasing efficiency and reducing the potential for human error.
BPA has undergone an extraordinary evolution from a supporting role to centre stage, emerging as the catalyst for comprehensive digital transformation and the driving force behind business process management (BPM).
It has expanded its scope and capabilities to encompass not just the back end but also the front end of business operations, ushering in an era where process optimisation touches every aspect of an organisation.
Three key benefits of business process automation (BPA)
- Highly customisable
- Focuses on broad processes
- Encompasses both the back and front end of business operations
Although BPA focuses on processes as a whole, at the heart of BPA is robotic process automation (RPA), which focuses on specific tasks.
Robotic process automation (RPA)
Robotic process automation integrates tools and bots into business systems, further enhancing automation capabilities for repetitive, rule-based tasks. This technology not only simplifies and accelerates processes but also ensures the consistency and accuracy of operations.
By automating these routine and repetitive tasks, robotic process management (RPM) liberates human resources to focus on more strategic and creative endeavours within the organisation. The synergy between RPM and other cutting-edge technologies like artificial intelligence (AI), machine learning, and workflow automation solidifies its position as a cornerstone of digital transformation, streamlining processes across various business functions and offering a competitive edge in today’s dynamic business landscape.
Three key benefits of robotic process automation (RPA)
- Fast implementation
- Focuses on narrow, specific tasks
- Synergy with other technologies like AI and machine learning
How do you identify automation candidates?
Not all activities are suitable for automation. Process automation is most effective for repetitive tasks with well-defined steps, sequences, and rules. This approach ensures that the business process is consistently executed with the right people, in the correct order, and within specified timeframes.
Some areas that commonly benefit from process automation include:
- Recruitment
- Employee onboarding
- Payment and payroll processes
- Workforce scheduling
- Invoicing
- Customer experience enhancement
- Compliance and regulatory tasks
Tasks that involve intuition, empathy, and the ability to build rapport (like creative decision-making, crisis management, and high-level negotiations) still need the human touch, as they involve human actions that machines are not equipped to emulate.
So, how do you identify automation candidates? You go through the individual tasks and check whether they are repetitive, time-consuming, rule-based, not complex, and prone to human error.
The path to digital transformation through process automation
Successful digital transformation relies on three key strategic components.
1. Strategic priority
In any organisation that is looking to successfully navigate the digital transformation landscape, automation must transcend the realm of individual processes and be elevated to the status of a strategic imperative that permeates the entire organisational fabric. Rather than viewing automation as a series of isolated initiatives, it should be ingrained in the company’s overarching strategy.
This strategic approach ensures that automation is not merely a reaction to specific operational challenges but an integral part of the organisation’s vision for growth, efficiency, and competitiveness. By making automation a strategic priority across all functions and departments, companies can unlock their full potential, realising the benefits of coherence, cost-effectiveness, and adaptability.
2. People-centric approach
An essential facet of digital transformation is placing people at the forefront of the automation journey. Instead of expecting employees to conform to rigid automation processes, businesses should design automation solutions that adapt to the needs and preferences of their workforce. This people-centric approach emphasises that technology should serve as an enabler, enhancing human capabilities rather than replacing them.
By focusing on making technology work for people, organisations can foster a culture of innovation and collaboration. Employees feel empowered to explore the creative aspects of their roles, while automation takes care of the repetitive and mundane tasks, leading to a more motivated and satisfied workforce.
Furthermore, this approach promotes seamless human-machine collaboration, wherein both elements complement each other’s strengths, resulting in an agile and adaptive organisation well-prepared to thrive in an era of rapid change.
3. Scalability
Amid today’s unpredictable market conditions and an ever-shifting business landscape, scalability is a critical determinant for achieving and sustaining process automation success. The ability to scale automation initiatives effectively equips organisations with the flexibility and adaptability to meet evolving market demands.
As market dynamics change and business requirements shift, organisations must have the agility to respond promptly and effectively. Scalability in process automation ensures that automation solutions can grow with business needs, accommodating increased workloads, expanding operations, and addressing new challenges without requiring a complete overhaul of existing systems. This adaptability is crucial for organisations seeking long-term value from their automation investments.
Five steps to effectively implement process automation
Implementing process automation within an organisation is a transformative journey requiring careful planning, strategic alignment, and a commitment to continuous improvement.
Here is a step-by-step guide to implementing process automation effectively.
Step 1: Assess workflows and processes
Start with a thorough assessment of the existing workflows and processes, identifying areas where automation can yield the most significant benefits.
Step 2: Select the appropriate automation tools and technologies
Once workflows and processes have been assessed, select the appropriate automation tools and technologies tailored to the specific needs and goals of the organisation.
Step 3: Develop key performance indicators (KPIs)
Establish key performance indicators (KPIs) to measure the impact of automation, monitor progress, and adjust strategies as needed.
Step 4: Ensure clear communication
Successful implementation hinges on clear communication with all stakeholders and fostering collaboration, where employees actively participate in the automation journey.
Step 5: Train and upskill employees
As processes become automated, they must be continuously monitored, optimised, and adapted to changing circumstances. By training and upskilling employees, organisations can stay ahead of the curve and unlock the full potential of automation.
Summing up
In the ever-changing marketing landscape, businesses must streamline processes to reduce costs and focus on important tasks. By adopting process automation technologies like BPA and RPA that take over repetitive, mundane tasks, businesses are experiencing increased productivity and decreased costs.
However, while process automation does have its benefits, it’s important to remember that it won’t be suitable for every task. With careful planning and assessment, a clear strategic vision, and a people-centric approach, you can choose the right tasks to automate and bring your business success.
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FAQs
Is process automation suitable for all types of businesses?
Yes, process automation can benefit organisations of all sizes across industries. Process automation is particularly beneficial for businesses with repetitive, rule-based tasks that can be streamlined.
What is the difference between business process automation (BPA) and robotic process automation (RPA)?
BPA focuses on automating entire business processes across departments, while RPA automates specific, repetitive tasks within systems using software bots.
What processes are best suited for automation?
Processes that are repetitive and have well-defined steps (such as data entry, inventory management, and customer support) are best suited for automation.
