Process automation promises to free your company from repetitive and tedious tasks, with the goal of allowing your team to focus on more strategic tasks and improve the customer experience. But how do you know if it's the right time to take this step? What should you consider before implementing automated systems?
Process automation has become a key strategy for companies seeking to be more competitive, efficient and resilient. However, before starting to implement automation systems, it is essential that you understand what they consist of, what they involve and when it is really necessary to automate processes. This time, we'll help you navigate the world of automation, so you can make informed decisions in your business.
What is process automation?
Let's think about a common situation: you run a company and every day your team spends hours doing repetitive tasks, such as manually recording data, tracking inventories or transferring calls. Automating these processes means using technology so that these tasks are performed automatically and thus reduce the margin of error and save time. In short, automation allows you to implement technology to focus human talent on more valuable, strategic and creative activities for your business. But not all processes are suitable for automation!
What does the automation of a process entail?
Automating a process isn't just buying software and expecting magical results. First, you must understand and document the current process in detail. Let's say you decide to automate billing: you'll need to map every step, from receiving an order to sending the invoice. Then, select the appropriate technology and implement the system. Of course, you should make sure that you train all of your equipment for its use.
In the same way, although it's common to think that any type of technology works wonders on its own, don't forget that automation (or the implementation of all kinds of new technologies) requires continuous monitoring and adjustments to adapt to any change in the process or environment of your business. Above all, artificial intelligence tools need training prior to implementation so that they can process all the relevant information and provide the expected results.
What makes a process a candidate for automation?
Wanting to implement automated systems in every detail of your company just because “it's what you have to do to remain relevant” or without prior analysis, can cause unnecessary expenses and become a difficult situation to secure in the company. For a process to be a good candidate for automation, it must meet certain criteria:
1. Repeatability and stability
A process is a good candidate for automation if it is repetitive and follows a stable sequence. For example, if your company performs the same data entry task every day, such as recording new purchase orders in a system, this is a repetitive process that can be easily automated.
2. High volume of tasks
The reason is simple: the more a task is repeated, the more time and resources will be saved by automating it. For example, an accounts payable department that processes hundreds of invoices each week can benefit greatly from automation.
3. Clear and defined rules
This means that the tasks within the process do not require interpretation or complex decision-making. An example could be the data validation process, where each entry must meet certain specific criteria before being accepted.
4. Low level of exceptions
The exceptions are deviations from the normal process that require manual intervention. If a process has a lot of exceptions, automation can become complex and costly. For example, an expense approval system that follows a standard flow with minimal variances is easier to automate than one with multiple approval paths.
5. Significant business impact
This includes processes that, when automated, improve efficiency, reduce costs or increase customer satisfaction. For example, automating the customer service process using voicebots can reduce response times and improve the customer experience.
6. Stable and mature processes
Processes that have been stable and well-documented over a long period of time are good candidates for automation. The stability and maturity of the process indicate that it has already been manually optimized and is ready to be taken to the next level with technology. An example is the payroll process, which generally follows a set of well-defined rules and steps.
What shouldn't you look for in automation systems?
Automation isn't a magic solution that will solve all your company's problems. Nor is it a task that can be done in a hurry. It's crucial to understand that:
- It doesn't replace the need for employees: Automating processes doesn't mean eliminating jobs, but freeing up time for employees to focus on higher-value tasks.
- It's not a one-size-fits-all solution: Every company and every process is different; what works for one company may not be right for another.
- It doesn't eliminate the need for oversight: automation systems require continuous monitoring and maintenance to ensure their optimal operation.
You shouldn't expect automation to instantly reduce costs or solve all your operational problems. Automation is a long-term investment and its benefits can take time to materialize and require time for your equipment to adapt.
Characteristics that a company must have to implement automation processes
To find out if your company is ready for automation, evaluate:
- If you're willing to spend time getting to know the technology and getting the most out of it.
- If your processes are clear and well documented.
- If your employees know the procedures and follow them consistently.
- If you are willing to invest not only in technology, but also in training your employees to adapt to new systems.
- If your organization's culture values innovation and is open to change.
Obviously, not all companies benefit from automation right away. Small businesses with highly personalized and manual processes may not see a significant return on investment in the early stages. If your business is based on personalized attention and constantly changing processes, automation might not be the best option right now. In addition, if your company has limited resources, it may be better to focus on other areas before investing in automated systems.
Automating processes can be a powerful tool for improving your company's competitiveness, efficiency and resilience. However, it's crucial to approach automation in an informed manner, considering all factors and ensuring that you're making the right decisions for your business. Automation is a significant investment, but when done right, it can transform your business and allow you to focus on what really matters: growing and outperforming the competition.
