When starting an adventure with business process automation, you need to ask yourself a crucial question: which processes are fit for automation, and which are not. The appropriate choice of processes is essential to the success of such projects.

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How to choose business processes for automation?

To put it simply, an automation-appropriate process:

– is relatively stable over time (will not change during the next 3-6 months),

– is repetitive and has a low number of exceptions for manual handling (is based on rules and structured input),

– has a high volume of incidents per time unit,

– requires moderate or high effort.

Processes which do not meet these criteria cannot be automated, and should rather be audited and possibly optimized.

4 categories of business processes worth automating

 

Below is a list of specific examples of processes which can be automated, provided that they fulfil the above criteria.

  1. Accounting processes: automatic recognition of invoices and entering them into the system, automatic assignment of invoices to cost centres based on event history, smart tracking of payments and reporting.
  2. HelpDesk processes: automatic granting and management of permissions, creating, editing and deleting system accounts, managing database scripts, automatic categorization and processing of requests.
  3. Customer service: automatic categorization of messages (based on the history of similar requests), automatic complaint handling (Front Line Empowerment), customer satisfaction survey.
  4. Logistics processes: automatic categorization of messages related to the status of packages, automating package ordering and collection processes, management of couriers.

 

 

Sample implementations of automation

Of course, the quoted examples do not exhaust the list of possibilities for using automation in organizations but are rather only an excerpt from it. It’s important to remember that every process should be assessed individually, taking into account the character of the organization, its technical capacities and human resources.

Sales:
  • Modification of orders in online shops
  • Automatic handling of returns
  • Adding new products to online shops
  • Automatic modification of service parameters
  • Customer verification
Customer service:
  • Complaint handling
  • Modification of user and service data
  • Deletion of personal data (GDPR)
  • Handling queries related to order status
Finances:
  • Automation of the invoice processing (OCR)
  • Accounting of invoices
  • Automation of reporting processes
IT:
  • Passwords reset
  • Creating and modifying accounts in domain systems
  • Permission management
  • Automatic handling of incidents and HelpDesk reports
Marcin Tkocz

Marcin Tkocz

Head of Product

12 years of experience in IT. A co-author of the BeeBot chatbot, he has participated in strategic projects for small and large organizations, such as Orange, Polkomtel, PZU or Raiffeisen. Mentor of start-ups, passionate about creating new business models.

During his 9+ years at Bluesoft, he has gone from a Software Developer to Business Development Manager. Since September 2017, he has been working on the Mr Wolf Project as Head of Product.

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