Businesses are changing. The wealth of consumer apps has raised the quality of service customers expect to receive, while the growth of enterprise apps has raised expectations of how productive workforces can be.
Businesses of all kinds are perceived to be better equipped to deliver high-quality services, even if they haven’t changed one of the most integral parts of delivering high-quality products and services – their business processes.
If a deadline is missed or a customer is dissatisfied, it’s likely that this is the result of inefficient processes. Inefficient processes can lead to bottlenecks, missed deadlines and poor customer service. This wastes time, drains morale, and ultimately costs money. From complicated approval processes to unorganized onboarding procedures, every business has processes that could be optimized.
Combating inefficient processes
62 percent of workers feel their business’s IT processes are flawed. Thankfully, solutions for improving and speeding up business processes are available.
Process automation isn’t just about automatic notifications to respond to emails you might have forgotten about. It’s about redesigning processes to avoid bottlenecks and expedite time-to-completion. It’s about integrating processes that might stretch across multiple systems of record to centralize information and communication.
All in all, process automation is about eradicating or minimizing menial tasks from your workload, allowing you to spend more time developing your business.
Processes that can benefit from automation
You only get one chance for a first impression. Welcoming and onboarding a new employee to a business is vital for increasing long-term employee retention and morale. When a new employee joins your business, multiple actions need to be taken to prepare for their arrival.
Generally, the onboarding process is a manual one that requires multiple workflows. If an email isn’t responded to or a hardware request form isn’t submitted, the process can be delayed, and your new worker doesn’t get the onboarding they need. This will affect their productivity – meaning it will take longer for them to become an effective part of your team.
Instead of leaving a collection of administrative tasks to be performed manually by a member of the HR team, an onboarding workflow can be set up to run automatically for new employees. One of the great benefits of automation is that it delivers consistent results.
Your HR team will be able to:
- Ensure that every new employee has a smooth onboarding experience
- Keep employee records maintained
- Assign and track employee training with workflows
- Create a workflow that automates administrative tasks
- Speed up their recruitment process with automatic document storage and interview scheduling
Imagine that you’re a worker in a contact center. You get an email from a customer who tells you that they haven’t been contacted about an issue they’re having and they’re not happy. You check your CRM program to see that a co-worker didn’t respond to the customer because of a broken process.
The disruption in the customer contact process was caused by an inefficient process. As a worker, you need access to all available information about the customer, but it’s distributed between different channels. This limits the quality of the service you can give and will affect the perception of the company.
Customer service employees need to be able to solve customer queries and complete administrative tasks in a timely manner.
Going between different channels of communication and asking coworkers for advice takes time that customers won’t want to spend waiting on hold. 58 percent of customers have low expectations when dealing with customer service, and that’s something you can combat by automating customer service processes.
Automating such administrative processes improves efficiency and guarantees that all customer interactions meet service level agreements. Storing all customer information centrally in one platform also allows for quicker and better service.
Here are some benefits of a customer contact workflow:
- Allows workers to set tasks to automatically complete, giving them more time to work on tasks that can’t be automated.
- Using document generation, tasks can also be automatically assigned to workers, ensuring that tasks will always be completed quickly.
- Allows access to all the customer’s history and information as well as any troubleshooting or training information workers might need.
- Automated processes ensure that customers are contacted in a timely manner and sent reminders or feedback forms when appropriate.
- Tracks service levels, providing metrics about customer satisfaction and resolution times.
- Allows different applications to be integrated into one centralized workflow, so workers can switch between communication methods without causing downtime.
IT departments are the backbone of a well-run office.
Digital workplaces have become increasingly sophisticated, providing workers with access to cloud-based services and productivity tools. The duties that IT departments perform are essential and they’re only as successful as their tools allow them to be. In order to support a business, IT workers need to be able to build a safe infrastructure, manage user accounts, manage compliance, and resolve technical issues.
Being able to create intelligent workflows for workers to resolve simple IT issues removes the need for repetitive tasks. Not only can workflows be set up to resolve issues, they can also report on service levels, manage ticketing systems, and initiate change requests.
IT process automation is incredibly effective, and the effects cascade down throughout the workplace:
- Automated notifications can be set up to announce important software updates and patches
- A ticketing system allows tasks to be distributed to the Help Desk automatically
- An integrated knowledge source for workers helps them self-serve with IT issues, reducing repetitive tasks for your Help Desk
- Compliance is made simpler with workflows that allow or restrict access to sensitive information based on
- Integrating with ITIL/IT service management systems ensures IT policy compliance
Adopt process automation with Nintex
By integrating process automation into your workflows, you can optimize your efficiency and productivity. Nintex digitally transforms your business by harnessing AI and machine learning to:
- Manage your work processes with an intuitive and code-free interface
- Provide live updates and intelligent insights that help you make better decisions faster
- Reduce risk of human error
- Reduce operating costs
- Consistently deliver quality and compliant results
- Free up time for more important tasks and increase the value of workers
Find out more today about how Nintex can save you time and money today.