To Automate, or Not to Automate, That Is The Question…

Are you being driven to do more with less? The chances are that you, like many people, are being asked to deliver more results, for less money, in less time.  Maybe it is time to automate?.

Now here’s the thing, that’s great.  Because when you automate it can help you to leverage a lot of that internal talent you’ve got and enable you to re-utilize it using computers, forms, and processes. And in fact, if you look throughout history, this is what humankind has always done. We continually strive to leverage our capability to be able to get more from less.

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This happened when we went through the Industrial Revolution, it happened during the Agricultural Revolution and it’s also happening now in the Information Revolution.

So this isn’t something new.

But it is not about automating for the sake of it.  It is about thinking about what value people are going to get when you automate. In today’s society, as we move from the Baby Boomers through Generation X to Generation Y  Z, Millennials, etc. people expect technology to be able to do more things for them.

They want ever quicker or instant access to be able to get things done. So automating transactional processes is a good thing because it will drive down your costs and you’re going to improve the level of service that your clients are going to experience.

But not everything is transactional or easily automated.  And this is where you’ll need to start thinking about what other support services people want.  For example, you might find that when things go wrong, people really want to speak to a human being.

It’s great having quick automated transactional services but when things go wrong people want to have the reassurance that someone’s there to help and hold their hand. A real person will guide them through that problem to get them to the end result as quickly as they possibly can, in the least possible pain.

So think about that when you’re helping your organisation to take on board automation.  Being able to make more with less involves knowing which part should be automated which part shouldn’t.