Automating part or all of a process is generally something that companies benefit greatly from. You can save a lot of time and create added value for employees who were previously stuck with monotonous tasks.
But is it always worth automating? Actually, no. Despite the many positive aspects that automation brings, it's not always a safe bet – especially for smaller companies. Let's go through some scenarios where your company should think twice before automating your processes.
If you for example only have a few incoming documents of a certain type, justifying an investment in automating the process of transferring the data from those documents to relevant systems can be difficult. In all honesty, it doesn't take up that much of your time, meaning it would take a long time before you see a return on your investment. A major reason to automate is time savings, but if there isn't much time to save, it's probably not worth it.
For technology to handle tasks otherwise performed by humans, clearly defined rules and processes to follow are required. If the tasks are too complex, e.g. if they require a certain level of flexibility or human judgment, automation is not always optimal. If you want to start with automation, choose a slightly simpler process where the software can more easily follow pre-programmed instructions. We're not saying that complex tasks can't be automated, but since it's a complicated and time-consuming process, it's better to start somewhere else.
If you currently have close contact with your customers, automating work processes that in any way affect your relationships with them may not be the best idea. It can lead to significant frustration if your customers can only reach a chatbot, particularly if it's noticeable that the human interaction that was previously available is no longer an option. In such cases, it's important to at least retain some direct contact with your customers – something that may be valued more by them than short response times.
Don't automate processes that might be replaced in the near future, for example due to a planned new system. The software for automation is closely tied to your existing processes and systems, and you can't assume that everything can be transferred to new ones. This also applies if your processes and work methods often change. Instead, wait with your automation work until the new system is in place in order to see your ROI.
If there's no one willing to own and drive the automation process, it shouldn't be carried out just for the sake of it. It's important to have a strategy and leadership around the implementation, largely because some employees may experience anxiety about this type of change. They need something and someone to motivate them and help them see the benefits of automation – otherwise, there's a risk they'll perceive it as a threat to their jobs. This can in turn lead to a deterioration in the work environment and make it even harder to push through the change.
It can be easy to get blinded by all the benefits of automation, ecause there are so many! But it's important for your company to do it based on your own conditions – primarily your processes and employees – and consider if it's a change you should make right now. And even if the time isn't right now, maybe it will be in a year or two – and then we'll be here to be part of your automation journey.
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