Business Automation (BA) or Business Process Automation (BPA) encompasses all business processes (of varying complexities) composed of repeated and repeatable actions that are automated through the interface and collaboration of multiple software programs.
One of the fundamental software that contributes to the automation of many business processes is CRM.
The concept of business automation is often associated with the words productivity, time, and error reduction.
In the studies mentioned below, the correlation between a company's expansion, the well-being of its employees, and its level of automation is examined. The reasons leading to integration, the benefits on productivity, and the failures that have partially negated the efforts taken are also observed.
Why do companies seek process automation? Cost reduction, scalability, and “botsourcing”
From Gartner
Multiple software presence in a company's tech stack is often inevitable and, as highlighted by Hubspot, leads to inevitable initial consequences:
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Compartmentalized Communication
The known silos between departments mirror processes that work with different systems. Business automation is therefore realized with tools that allow data repositories, information sources, and operational software to communicate with each other. Where a single system isn't feasible, it's crucial to have tool cooperation (and therefore between departments) without information gaps and as free from manual processes as possible.
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Complex User Experience
Among the most common challenges in adopting software is the users' adaptation. Thus, the most valued systems are those with a straightforward user experience, accelerating the initial training of personnel.
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Limited Flexibility in Technological Infrastructure
The flexibility of software is its ability to customize, adapt, and cooperate with other systems and in various contexts. A business automation tool that performs well in different business models or changing conditions is therefore highly valuable and potentially scalable.
Botsourcing and post-COVID era automation
The quest for cost and time reduction has evolved into “botsourcing”. This refers to delegating manual processes to reduce costs, replacing traditional outsourcing practices with Robotic Process Automation integrations into individual systems. However, Gartner points out that business automation focused on individual tasks for different departments is not sustainable over time. The future involves a communication apparatus that is consistent, interconnected, comprehensive, and vertical, streamlining and unifying all processes that can be automated.
A significant stimulus for transitioning towards business automation was the COVID-19 pandemic, which, in 2020, pushed companies to invest in digital workspaces and IT automation. There was a subsequent reassessment in 2021, as demonstrated by Gartner itself.
Index for progressive adoption of Technology and Automation
Integration of business automation systems: successes and failures
A study conducted by McKinsey & Company in 2020 on companies with a turnover exceeding one billion dollars that successfully implemented business automation analyzed the reasons behind seeking such integration. The majority of decision-makers considered business automation a priority in their growth strategy. The second most influential driver was the uncertainty about the effectiveness and efficiency of pre-integration processes.
Post-implementation outcome: automated business and growth opportunities for individuals
Companies satisfied with the integration particularly appreciated improved communication and coordination between units and business processes. Other positive outcomes included:
- Speed and completeness of employee training and the enhancement of their abilities
- Precision of the performance-management system
- Increased chances of achieving objectives
Unsatisfactory integration: the search for automation continues
Companies unsuccessful post-integration continued searching for a solution that could lead to long-term savings and address efficiency issues in their processes. Nevertheless, post-integration, improved clarity in managerial communications was noted.
Business automation and its impact on individuals in the company
Engagement and Productivity
Between 2020 and 2022, a Gallup survey on workers from various sectors noted a decline in US employee engagement with their companies, witnessing a drop from 36% to 32%. Enthusiasm and workplace involvement specifically decreased concerning:
- Availability of tools and resources
- Opportunities to excel in one's role
- Understanding and connecting with the company's purpose and values
Additionally, a decrease in productivity associated with employee well-being was observed. However, higher engagement levels were observed for jobs that could be performed remotely or in a hybrid manner. Some companies managed to demonstrate a high increase in employee engagement. Firms reversing the negative trend are those that allowed their managers the freedom to change their approach in rapidly evolving contexts (Gallup 2022).
In this regard, managers who were directed to encourage individuals to value their talents saw better individual performances in terms of customer experience and productivity while maintaining specific expectations and deadlines.
Valuing talent through automation
Reducing human intervention allows individuals more time to think about leveraging their skills.
According to McKinsey, 31% of companies have automated at least one function, and 60% of roles include about 30% of automatable activities. For a company's sales department, for example, this involves:
- Client research through different channels
- Filing and data entry
- Information research
- Building and updating scripts and templates
These are operations performed using various tools, and when done manually, they significantly impact time and error risk. In business automation software, communication is clear, reducing clicks and ensuring a smooth process flow.
Based on this article, is it always sensible to seek process automation?
Indeed, in a large company, expansion, growth, and harnessing human potential should always come first; a business automation project can make all this possible.