Processes are fundamental components of business operations, occurring at all organizational levels. In the ongoing pursuit of process excellence, modern businesses are increasingly turning to automation as they seek to benefit from the evolving capabilities of autonomous technology.
Process automation aims to enhance efficiency, remove bottlenecks and reduce errors, all while increasing transparency, communication across departments and speed of processing.
Generally, there are six prerequisites that make processes appropriate for automation, according to Peter Follows, CEO/co-founder of Carpedia and the author of Results Not Reports. These are processes that:
- Are based on reliable and accurate data.
- Don't require human judgment.
- Face minimal resistance to change.
- Are rule-based rather than complex or variable.
- Are not high-risk (excluding processes that relate to, for example, medical prescriptions or sensitive data).
- Hold potential benefits for automation that outweigh the costs.
More specifically, the business processes that are most ripe for automation span finance, human resources (HR), development and security functions, among others. “The key to successful automation lies in identifying tasks that are time-consuming, repetitive and prone to error,” says Scott Dylan, founder of NexaTech Ventures. “These processes benefit most from technology’s ability to enhance speed, consistency and data-driven accuracy, allowing businesses to focus on what truly requires human expertise – strategic decision-making, innovation and relationship building.”
Accounts payable
Accounts payable processes involve paying suppliers and vendors for goods and services purchased by a company. Accounts payable departments typically handle incoming bills and invoices, sometimes serving additional functions. Efficiency and speed are key to successful accounts payable processes. However, their traditionally manual nature can be problematic for modern businesses. The Institute of Financial Operations & Leadership (IFOL) found that more than 80 percent of accounts payable teams are still manually keying invoices into ERP/accounting software, with 56 percent spending over 10 hours per week on manual invoice processing alone.
Businesses are increasingly exploring accounts payable automation, which uses technologies to streamline and enhance processes. “Automating invoice processing, payment tracking and reconciliation in finance departments can drastically improve efficiency,” says Steve Taplin, CEO of Sonatafy Technology. “Automation in these areas reduces human error, speeds up cash flow and improves overall financial management. It also ensures compliance with audit trails and better transparency.”
Process excellence improves the way you create and deliver value to customers
Customer relationship and client management
By automating customer relationship management (CRM) processes, which businesses use to interact with customers, organizations can maintain consistent communication, improve lead conversion rates and nurture stronger relationships that keep clients feeling valued, says Emma Ferrick, operations consultant at ELF Operations.
“AI-driven chatbots and natural language processing (NLP) have revolutionized how companies manage customer queries,” agrees Dylan. “Automating basic customer interactions, like FAQs and troubleshooting, speeds up response times and allows human agents to focus on complex issues, creating a more satisfying customer experience overall.”
Key client management processes can benefit from automation in similar ways, says Ferrick. “Automating client onboarding, task assignments and follow-ups not only saves time but also enhances the client experience. This ensures every client feels supported and informed, without the constant back-and-forth emails that drain resources.”
Cyber security
Security professionals have long been overwhelmed by an excessive number of alerts, leading to burnout and allowing genuine threats to go unnoticed. “Automating the investigation and data collection related to security alerts is crucial for maintaining organizational safety,” says Chris Morgan, senior cyber threat intelligence analyst at ReliaQuest.
Other security processes most ripe for automation include vulnerability management, incident response, patch management and log analysis, Morgan adds. “Automating these tasks is beneficial because it enhances efficiency, reduces human error and ensures timely responses.” For example, automated vulnerability scans can continuously identify and prioritize security flaws, while automated incident response can swiftly isolate affected systems and notify relevant teams.
“Similarly, automated patch management ensures critical updates are applied promptly and log analysis tools can sift through massive data sets to detect anomalies in real-time. Overall, automation in these areas strengthens an organization’s security posture by enabling consistent and rapid handling of security operations.” Automation in security processes should, however, be implemented thoughtfully, considering the organization’s overall security posture and risk appetite,” Morgan says.
Ramnath Natarajan, Johnson Controls, discusses running an intelligent automation center of excellence
HR and recruitment
HR functions are not only business-critical but are also often process-heavy and time-consuming, requiring accuracy and confidentiality. There are several HR processes which are ideal for automation, experts agree. Staple processes such as leave requests and performance evaluations can be significantly streamlined through automation, reducing administrative burden while ensuring consistency and compliance, says Sidharth Ramsinghaney, director corporate strategy at Twilio.
Similarly, hiring processes including candidate screening, interview scheduling and employee onboarding are ideal for automation, adds Dylan. “With AI-driven tools, companies can efficiently sift through applications, handle routine tasks like document processing and provide new hires with an organized, seamless onboarding experience.”
Supply chain management
Modern supply chains are highly complex, representing diverse challenges for organizations. By automating supply chain management processes, businesses can achieve a range of benefits.
“From inventory tracking to demand forecasting, automating supply chain processes can help businesses minimize waste, optimize production schedules and respond swiftly to market changes,” says Dylan. “Automated systems provide real-time insights that allow for more informed decision-making and better resource allocation.”
Sales and marketing
Automation can enhance lead generation, customer segmentation and campaign management, fundamental elements of sales and marketing processes, says Ramsinghaney. “By leveraging AI and machine learning, businesses can personalize efforts and improve conversion rates.”
These are highly automatable processes that can drive personalization and efficiency. “From email campaigns to social media scheduling, marketing automation can significantly expand reach and engagement while freeing up time for business owners to focus on strategy and creative content that speaks directly to their audience,” says Ferrick.
Strategies for streamlining business processes through automation
Scientific sampling
Certain industries and tasks are especially suited for automation due to their repetitive, precision-prone nature, says Waylon Sharp, VP commercial operations FOOD at Bureau Veritas. “For instance, the scientific sampling process benefits greatly from automation with real and tested examples.” By introducing automation – such as a a robotic arm built to mimic the movements of a scientist – into the scientific sampling process, labs are able to handle cumbersome high-volume/weight samples with greater precision and speed, he adds. “Addressing efficiency in this way can reduce errors, cut costs and minimize delays in results leading to a better service to the market and customers through elevated levels of quality, consistency and assurance.”
What’s more, removing scientists from the sampling process can increase safety and employee fulfillment, alleviating the need for heavy lifting and manual labor, Sharp says. This adjustment allows scientists to engage in work that is more reflective of their education and enjoy rather than monotonous testing. “This can ultimately lead to enhanced job satisfaction, elevated morale and an environment where scientists can focus on what really interests and engages them in the field.”
Game development
In the game development industry, two key business processes ripe for automation are customer support and game performance monitoring, enhancing both user experience and operational efficiency, according to Marin Cristian-Ovidiu, CEO of Online Games. “Automating customer support through AI-driven chatbots can streamline common inquiries, allowing our team to focus on more complex issues while improving response times for players.” Likewise, automating performance monitoring tools for games enables real-time tracking of server health, user activity and potential technical issues, enabling his team to quickly address bugs or server overloads without human intervention, he adds.
Legal contract management
In the legal field, automating the contract management process is incredibly valuable, says Steve Sacona, a legal writer. “From drafting standard agreements to tracking revisions and renewal dates, automation cuts down on human error and helps legal professionals stay on top of deadlines and compliance.” This leads to a more efficient workflow, especially when handling large volumes of documents.
Another process ideal for automation is document review, particularly in legal writing, Sacona adds. “Tools that assist in scanning for inconsistencies, legal citations or missing information can drastically reduce the time spent on manual review while maintaining accuracy.” Automating this aspect of the workflow allows legal writers to focus on crafting more nuanced and tailored content, increasing overall productivity without sacrificing quality.
Processes must be optimized before they’re autonomized
Whatever process an organization is looking to automate, it is critical that it has been optimized first. “This is the step that is most often overlooked,” says Follows. “Skipping optimization may lead to automating unnecessary complexity, variance or, worse, inaccuracies within the process.” This can be particularly costly when the process applies to a large operation or the stakes are high, he adds, citing the example of a financial services firm specializing in institutional sales and trading that deployed a new automated trading software. “A lack of standardization and testing across systems led to a software glitch that caused the system to execute a large number of erroneous trades in a very short period.”
Within 45 minutes, the glitch resulted in a loss of approximately US$440 million, as the firm bought and sold millions of shares at a loss. “The incident severely damaged the firm’s reputation and financial standing,” according to Follows.
In another example, a large US retailer decided to expand into Canada, implementing a new inventory management system designed to streamline operations and improve efficiency. “However, because the process was not standardized across their locations, stores often showed products as in-stock when they were not, leading to empty shelves and frustrated customers,” says Follows. Without standardized procedures, the supply chain was ineffective, with distribution centers unable to effectively manage stock levels or predict demand accurately. “The company struggled to meet customer expectations and maintain efficient operations. Ultimately, this led to the closure of all their Canadian stores and a costly exit from the market.”
Ultimately, while the potential for automation is vast, it is crucial for organizations to carefully evaluate their unique needs and the potential benefits of automating specific processes. By doing so, they can achieve greater efficiency, reduce costs and enhance overall business performance.
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