“About half of all the activities people are paid to do in the world’s workforce could potentially be automated” McKinsey & Company
Automation is a powerful tool your team can use to be more efficient. Using it lets you delegate routine tasks to computers freeing everyone to focus truly important work — work that only humans can do.
It’s not complex, it’s not scary, and it certainly will not be putting your team out of a job. Automation is designed to let people produce more work to a higher standard with less effort.
While there are different schools of automation, the main principle lies in identifying those tasks in your operations and processes which machines are better at completing. After that, practices and software usage can be tweaked to let those tasks be dealt with automatically.
In this way, automation does not just mean that simple tasks are completed quicker and more efficiently – it also frees up valuable time for your employees to focus on work that humans are better at (and more engaged with). This includes tasks like interviewing and helping customers and reviewing important documents — anything which requires human intelligence or judgment.
According to CIO, 78% of workers say that “automating manual, repetitive tasks would allow them to focus on the more interesting and rewarding aspects of their jobs”.
Managing a team or heading a department becomes much easier too, since your communication, accountability, and processes are all being maintained to a high standard. Instead of chasing everyone up for their work you can go into your BPM overview and instantly see who’s doing well, who’s on schedule, and who might need some help or a follow-up message.
In other words, automation lets you create a more efficient, accurate, motivated, and manageable team which can scale as your company grows.
Scaling your company’s growth
Automation lets you create a more efficient, accurate, motivated, and manageable team which can be scaled up as your company grows.
Traditional customer onboarding
A traditional customer onboarding process might look like this:
- Lead converts into a customer
- CRM entry is updated (/created) to log the new customer
- Customer value assessed, and employee chosen with proportional experience for client onboarding
- Employee is tagged in the customer’s CRM entry to make them easy to find
- Customer onboarding is performed
While this fulfils the basic requirements of onboarding, it is open to error. In this process, there’s too much reliance on employees communicating information to each other, which creates bottlenecks and oversights.
Automated client onboarding
In contrast, an optimized and automated client onboarding process would look something like this:
- Lead converts into a client
- Lead status updated in CRM
- Client onboarding checklist automatically triggered to run
- Client information automatically pushed into the new checklist
- Basic onboarding material automatically sent to client in an email
- Employee checks their BPM inbox to see what they need to do
- Employee performs the client onboarding process using the instructions provided in the checklist
Compared to the manual version, much less of this process relies on inefficient communication, which limits the risk of human error. Communication isn’t an issue because all the steps that would require it (e.g. telling the employee to perform client onboarding) are now automatically taken care of as soon as the client status is updated. No information is lost during these steps either, as the onboarding checklist is automatically populated with all the relevant information. Not to mention that this makes client onboarding easier to track and review as a manager, as all you must do is use the template overview tab in BPM to get a summary of every checklist run.