However, this does not make them any more predictable – just think of supply chain problems, COVID-19 mutants or high fluctuations in the workforce, which constantly present companies with new challenges. While some executives are unnerved by such disruptions, […]
However, this does not make them any more predictable – just think of supply chain problems, COVID-19 mutants or high fluctuations in the workforce, which constantly present companies with new challenges. While some executives are unnerved by such disruptions, some companies manage to thrive even in such uncertain times. But what is their secret recipe?
One of the building blocks of your success story is certainly the use of intelligent automation. This technology makes processes and operations more resilient and also more flexible, making it easier for the company to react to changes. At least the majority of executives worldwide are convinced of this. According to Kofax’s Intelligent Automation Benchmark Study 2022, a whopping 90 percent of global executives believe that it will be the automation of workflows that will maintain business operations after Corona. Almost as many (89 percent) believe that companies undergoing digital transformation have a competitive advantage.
However, a real transformation of digital workflows can only be achieved if intelligent automation is implemented in three areas that are indispensable for the success of the company. These are the three types of loyal customers, satisfied employees and dynamic processes. If the company succeeds in this implementation, it will receive the resilience and flexibility it needs to meet the challenges associated with the change.
Success factor No. 1: Loyal customers
Let’s be honest: we all want pleasant customer experiences (customer experience). If they are particularly positive, we tell our friends about it or even post a review on social media. Just as well, a bad customer experience can lead to us leaving a negative review, especially if the situation was particularly frustrating.
Teleworking and hybrid work, supply chain problems and increased staff turnover make it more difficult than ever to serve the customer in a personalized and fast manner and thus ensure a positive customer experience. This is where intelligent automation can help. Because automation technologies and artificial intelligence enable seamless and uncomplicated processes for new customers, in other words, customer onboarding goes smoothly. The required identification documents can be uploaded and verified via smartphone. This ensures that the time required for the registration of the new customer is reduced without any loss of security. The user can check the status of his registration in real time via any channel.
Existing customers can also look forward to a positive customer experience, because the automation technology fills out forms with the relevant data in advance. Intelligent chatbots offer expert assistance or direct the customer to the right contact person. The same bots can also provide employees with the necessary customer data so that they can serve the client in a personalized and timely manner.
In any case, customers will thank the company for such a switch to digital workflows – online and offline.
Success factor No. 2: Satisfied employees
No matter how far the company has already progressed in terms of automation: human employees always remain an integral part of success. If the employees are not happy, it is also difficult to achieve customer satisfaction. Although employees and buyers interact less and less with each other, in the rare cases in which this happens, it usually concerns complex tasks. Unmotivated staff, who do not like to come to work, probably find it difficult to make the customer happy here.
The challenge of keeping employees engaged and ensuring that they are satisfied is more difficult than ever, as the current wave of redundancies around the world impressively proves. The days of taking a job just so you can pay your bills are long gone for many. People no longer want to spend their days sorting documents or entering numbers in spreadsheets. Rather, their goal is a value-adding and meaningful work.
An existing workforce shortage can also be overcome with intelligent automation. This ensures that even more tasks can be completed despite a smaller number of employees. Technologies such as cognitive data acquisition and intelligent document processing allow the acquisition, processing and analysis of all structured or unstructured incoming data – with fewer errors and in a fraction of the time required for manual processing. Once the information is digitized, the management can access the data in real time, so that they can quickly decide how best to react to the next big change.
In addition, automation has a positive effect on the working environment of employees. For example, robot-controlled process automation creates digital workflows. The fact that human employees have to take care of mundane, monotonous tasks such as processing applications and loans is passé. The workforce can thus devote itself to more interesting projects that require reflection and a strategic approach. Another advantage: Thanks to the automated workflows, she now has the data she needs to complete these tasks.
Happy and energetic employees are less likely to be carried away by waves of dismissal. In addition, this also improves the reputation of the company, so that nothing stands in the way of a successful search for new employees.
Success factor No. 3: Dynamic processes
It is not possible to predict to what extent an adjustment of the company processes is once again required. Whether it was complications due to Brexit, the pandemic or changed guidelines regarding compliance and data protection – all these factors contributed to the chaos that companies have had to manage willy-nilly over the past two years. There are no signs that the waves are slowly smoothing out. The only way to fight through this is to make the decisive processes and workflows more agile.
For example, a company can counteract supply chain problems by quickly bringing new manufacturers on board through seamless and secure digital processes. Robot-controlled process automation allows the integration of data from internal and external databases and applications, which gives both customers and manufacturers real-time access to the current shipment status.
If policies slow down the company or even result in fines, the combination of facial recognition and authentication and verification technologies can be a proven means. This helps to make fraud cases easier to detect. In turn, document protection functions such as blackening certain content, secure print approval and data encryption keep the data protected (and still accessible).
Dynamic processes will always change – that’s the nature of the matter. However, a low-code automation platform allows quick and easy adaptation. Every citizen developer can intervene here as soon as new obstacles arise. Programming is not necessary here. If you then add quickly scalable cloud platforms, you are prepared for changes of all kinds that may still come.
Regardless of the industry in which the company operates, intelligent automation streamlines critical business processes and thus creates maximum efficiency and robustness.
Conclusion: Success – the new constant, thanks to intelligent automation
The integration of a powerful intelligent automation platform into the company processes makes it possible to digitally transform workflows. This in turn ensures a smooth customer experience, less employee burnout, increased employee satisfaction and streamlined workflows. Thus, the company can look to the future with confidence that it will be able to cope with even unexpected difficulties, and success will soon become the new constant.
*Dan Johnson is Director of Product Marketing at Kofax.