In these uncertain times, businesses are looking for ways to save costs and cut expenses. One way they often consider doing this is by switching to cheaper materials, which can ultimately hurt the brand and the quality of the product. The same applies to services; expanding a company’s operations often requires expanding its staff, which can lead to frustration, burnout, and even losing valuable team members. However, there is a solution that enables companies to expand and save costs without damaging their human resources. Technology, especially automation, plays a vital role in creating staff-friendly, low-cost, and effective environments in service companies.

Automation of business processes can range from minor things, such as using rules for incoming emails, to major processes, such as credit card limit applications. Regardless of the scale of automation, it minimizes the time employees spend on a task, allowing them to focus on more pressing matters. Automating services can remedy overcrowded outposts, simplify and make processes more accessible for customers, and eliminate repetitive and boring tasks.

Where to start?

The question is, how can a company begin the automation process? You can automate all processes or at least optimized. Some can be fully automated, while others will still require human attention to some extent. The key to successful automation is understanding and being able to outline the entire process to begin implementing changes. Ask yourself these questions:

·        What is the starting point of the processes I would like to automate?

·        Which departments to involve?

·        What is the purpose of the process?

·        What are the key points of the process?

·        Could I digitalize the process? To what extent?

·        Could I make the process/parts of the process accessed via mobile phone?

·        Do I need a custom-built software, or can I use a product that is already on the market?

While these questions can help you understand the processes and make decisions about digitalization and automation, they are just the beginning. The answers to these questions are a starting point for a conversation you should have with a business analyst whose purpose is to layout the processes before you and help you redefine them.

Example

So, how does automation work in practice? Let’s take Company X as an example. They receive numerous claim applications from customers and had to double the number of team members dedicated to resolving claims in the last two years. However, this work is often dull and repetitive, involving employees checking if all documents are fully filled and if nothing is missing. They go back and forth with the customer, asking them to send missing files or information. Frustration builds up in both customers and staff members, leading to increased turnover. As a result, the quality of customer service suffers, leading to unhappy customers and eventually affecting sales.

To turn things around, Company X decided to digitalize the claims process. Customers can now fill out forms on the website, and they cannot skip a form or leave unfilled input. They are required to include all necessary attachments before sending the completed claim. The claim, along with all attachments, goes through an AI software that uses Optical Character Recognition (OCR) to check the attachments and transfer them into a digitalized form. Then, using Neural Language Processing (NLP) software without human involvement, the system determines if the claim is valid. Claims are labeled as valid, dismissed, or requiring human intervention, significantly reducing human involvement in the process. Customers are happier, as the process takes less time, and staff members are happier, as their involvement is minimized, and their focus can be on more interesting aspects of work. The company is reducing turnover and can provide better customer service.

What now?

Now that you have an idea of how automation can work in practice, how can you start implementing it in your own company? Using automation in your company requires careful planning and implementation. First, identify the areas of your business that could benefit from automation. This could include repetitive tasks, data entry, or customer service. Then, research the automation tools and software available in the market and choose the ones that fit your business needs and budget.

Next, work with your team to implement the new automation tools and processes. Ensure that your staff is trained in using the new tools and that they understand how automation will change their roles. It’s also essential to monitor the new processes regularly to ensure that they are working correctly and make any necessary adjustments.

Summary

Finally, keep in mind that automation is not a one-time implementation. As your business grows and changes, so too will your automation needs. Regularly reassess your processes and identify areas where further automation could improve efficiency and productivity.

In conclusion, automation has become an essential tool for businesses to remain competitive in today’s fast-paced world. By implementing automation in your company, you can improve efficiency, reduce human error, and provide better customer service. With careful planning and implementation, you can successfully integrate automation into your business and enjoy the benefits it brings.

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