Customer expectations continue to evolve to meet their ongoing existence. The modern client expects immediacy and simplicity. Seeking more personalized, easy-to-access, consistent, meaningful, convenient and safe experiences, regardless of the point of contact.
As individuals, we expect to be understood by the brands we choose to do business with. We rely on technology to operate and serve. We expect things to be quick, accurate and automatic. When things we need are supplied to us, we feel understood and connected. We often hope that the service providers we choose come with a form of business process automation to serve us quicker and more precisely.
As customers, we don’t too much care about the obstacles companies face when servicing our growing expectations. Often having no empathy for the complexities of their business – industry regulations, ever-changing requirements, operational facilities, technology infrastructure, competitive threats, economic climates and emerging channels.
However, we expect brands to empathize with us while keeping our needs met. We have a minimum tolerance for bad experiences. We prefer not to be treated as another sales transaction, but rather as individuals.
Harnessing the power of technology to serve modern customers
The need to find new ways to communicate and keep customers connected and engaged at all times means truly harnessing the power of technology and seeing it as the driving force behind this digital revolution.
Nowadays, technological innovation encompasses almost every facet of human life and companies need to be mindful of knowing their customer base, understanding their needs, and finding niches to integrate technology as a way to connect with their customer on a bigger, deeper, and more meaningful level.
Whether you’re in business services and want to offer easy-to-use payment options for accounts and billing, or in the finance industry where you have access to customer records and investments on the go, or you’re a parent who wants to use an app at work to see their child play and go about their business, each of these scenarios requires some kind of technological insertion into the daily life of the individual.
Moving towards servicing a more digitized market
But how can we move more towards digital? How do you get your employees to think digital and go digital when things are currently working for your current business goals and there’s no perceived need to disrupt existing processes?
It’s simple: ask your customers what they really want, how they want it, and think about how, internally, simply taking a few simple steps to automate a workflow, digitize a manual process, or optimize your resources more efficiently on meaningful tasks can lead to such good results and produce even more ambitious long-term business goals.
At a minimum, a company could first look at how it communicates with its customers. Is this communication accessible? Through a platform that your customers engage with and prefer to be contacted? Do you have the right message to send to these customers through their preferred channel?
According to Frontier, adopting a digital, forward-looking mindset in your business has another, less obvious, but equally important, benefit. The adoption of new technologies and the acceptance of change is a huge competitive advantage. For example, small businesses can adapt much more easily to change than large companies if they go digital and can react immediately to any change.
According to Gartner, eighty-seven percent of senior business leaders say digitalization is a business priority and 79 percent of business strategists say it is reinventing their business – creating new revenue streams in new ways.
What is Business Process Automation?
According to IBM, Business automation: “is a term for the use of technology applications that perform repetitive tasks, freeing up employees for higher value work.
Business process automation is the use of software (and software integration), to streamline and transform the way companies manage internal workflows to save money, create more efficiency, and optimize their resources.
While digital transformation began decades ago, the acceleration and scale of the use of technology in day-to-day operations and customer interactions has grown exponentially. The need to transform, evolve and keep up with customer demands puts the stakes at a very high level – and the thirst for competition to be at the forefront of our clients’ minds when doing business with us is paramount.
Business Process Automation Software has a huge impact on organizational success.
According to Forrester Forecasts, the impact of automation has never been more evident and the topic has been at the center of the concerns of decision-makers and all organizations that engage in process reengineering exercises to determine the core product tasks that make the most sense to automate.
As Forbes Insights in their report in partnership with IBM, they state, “There is great momentum in almost every industry as organizations embrace intelligent automation. KPMG predicts an acceleration of investment in intelligent automation, with overall spending expected to reach $232 billion by 2025, up from an estimated $12.4 billion today.
Intelligent automation is not just a technology deployment; it is a transformation of business and operating models. If your organization decides to take the step towards a more scalable intelligent platform and automated workflow management system, Business process automation tools may be just what you need to get an edge on the market.