Becoming a digitally scaled business requires a shift to pervasive digital processes, relying on automation to transform operations. While technology is the enabler of process transformation, organizations prioritize intelligent automation projects around key strategic business initiatives, such as improving employee, customer, and partner experiences.
To figure out where to automate processes to drive improvement, companies go directly to the source of daily operations: line-of-business leaders. These individuals, along with business users, have a deep understanding of their own workflows and valuable insight into today’s inefficient and ineffective processes.
Let’s explore six questions to help you uncover opportunities for enterprise automation and how an intelligent automation platform can help.
1. What is intelligent process automation?
Intelligent process automation or digital process automation (DPA) brings together people, processes, applications, and information to support agile operations, accelerate digital transformation, and deliver enhanced digital experiences for customers and employees alike. Bringing those elements together with automation and intelligence at the core can help organizations save time, money, and effort.
There are many benefits of process automation. For example, optimizing and automating business processes opens the door to better data-driven decision making. Additionally, by reducing information and process gaps and eliminating manual steps, employee productivity increases, allowing anytime access to work anywhere.
2. Is our automation stuck on a backlog?
According to Forrester, a quarter of companies attribute skills shortages to slow progress in automation, with a lack of technology skills and experiences being cited as the biggest challenge in adopting automation technologies. This is compounded by overstretched IT resources, with automation needs often dwarfed by high volumes of internal configuration and customization requests.
As a result, business users are taking matters into their own hands, relying on easy-to-use solutions. process automation platforms to create automated, connected processes and data-centric workflows with little or no IT involvement. According to Gartner, by 2024, developers outside of formal IT departments (citizen developers) will account for at least 80% of the low-code technology/tools user base, up from 60% in 2021.
3. Are we data driven or hidden data driven?
How many systems do employees access daily to find critical information? Enterprise systems like Salesforce and SAP often sit at the heart of operations, but information remains more complex and distributed than ever, trapped in silos and disconnected from business processes.
With an agile and flexible process automation system, organizations can connect and integrate business information, automating how it flows through business applications. This allows users to work in leading applications, such as Salesforce, while accessing relevant information in any business system (ERP, ECM, etc.) when and how needed. Furthermore, by integrating process automation into content service platformsorganizations can make better use of existing business information by connecting content to workflows to gain new information insights.
4. Are we supporting modern work?
The last thing you want is for employees to be faced with a mountain of mundane, repetitive tasks and information hurdles, which could lead to low job satisfaction, frustration, and burnout. Struggling to locate the necessary information adds to the existing burden, slows down workflows and negatively impacts the efficiency of business processes.
Automation technologies can foster innovation only if they are created to empower people and drive productivity throughout the business ecosystem. With the introduction of robotic process automation (RPA), line-of-business leaders can reduce repetitive, error-prone, and time-consuming tasks, making room for more compelling, impactful, and valuable work. Additionally, by automatically displaying the correct information for the employee at the appropriate process step, AI and machine learning can ensure that the information is presented in the context of the activity.
5. How dynamic is our case management?
Case-based processes, such as service requests or incident response, are inherently dynamic and often ad hoc, becoming more challenging with the increasing volume of data flowing in and out of the organization. .
By automating case-based work, you can drive more flexible and intelligent case management, speed approvals, and expand visibility for stakeholders. The integration of case management, content services, and other business applications gives knowledge workers immediate access to the systems, content, and people they need to make informed decisions and speed time to resolution.
6. Do we have repeatable use cases for process automation?
While generic integration of AI engines into process automation platforms brings value to organizations, success is accelerated when implementations are aligned with industry-specific use cases where defined data sets can be analyzed and AI models are standardized for repeatability, such as financial services fraud detection or prevention. equipment maintenance in manufacturing.
While all industries can reap the benefits of intelligent automation, Forrester found that the top three verticals with the most interest in process intelligence are professional services (47%), banks, insurance companies, and fintech (47%). 30%) and industrial manufacturing (10%). ).
Packaged digital process automation applications can support industry and horizontal use cases, allowing business users to use preconfigured templates to digitize workflows and improve information sharing, transparency, and insights. For example, an out-of-the-box grant management solution would enable government funding agencies and nonprofit organizations to better manage funds, measure performance, and improve results.
Ready to make a move to identify and prioritize ripe areas for intelligent automation?
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 Forrester, Predictions 2023: Automation and Robotics, October 2022
 Gartner, Emerging Technologies: The Future of Low Code, July 2022
 Forrester, Outstanding Process Intelligence Research, 2022, January 2023
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