Many support teams use the workflow automation feature in their help desk to not let any ticket fall through the cracks, escalate cases, etc.
There are solid reasons to automate work processes. According to a study of business process automation conducted by Cognizant, 20% of companies who implemented workflow automation managed to save over 15% of costs during the following year.
Migrating to a new help desk platform is a great chance to review the way support team leverages workflow automation.
In this article, we will discuss seven things you need to take into account and include in your change management plan to successfully streamline work processes.
1. Think of business, not technology
Automation will be more effective when it solves a specific task of the business. Formulate clear business objectives, for instance ‘save time on data entry’ or ‘reduce repeated operations’.
Don’t be engrossed in the automation software possibilities – hold your business tasks in the first place. You must have a clear understanding of the process you’re going to automate.
2. Calculate ROI to estimate future savings
It is important to know if implementing the workflow automation software will justify the costs. ROI can be measured with the following formula:
Time x Frequency x Cost x 12 Months = Yearly ROI
- time is how much it takes to perform a single task,
- frequency is a number of tasks performed per month,
- cost is an hourly rate of an employee performing the task.
The formula will also help to choose a software comparing their ROI.
3. Work with a partner
A partner who specializes in workflow automation software can simplify the implementation, save you time and money and make the process more efficient. A partner can foresee potential issues and advice the better practices for your business.
4. Sell workflow automation to your employees
When it comes to implementing new software or processes, a significant part of success depends on how employees adopt the innovation.
Identify advocates who will support the change. Stress on the benefits that the new software brings to the users and keep engaging the team during the implementation.
5. Monitor automated processes to make sure they work as expected.
Launching and abandoning the changes is a frequent mistake. Implementation of the automation software is only the beginning. Check regularly if the software works as expected, collect users’ feedback to discover possible issues and adjust the software to make it function properly.
6. Provide employee training
Changes are not easy even when they are going to simplify employees’ work. It is a common problem when automation software is used by 20% of its functionality because employees don’t know how to work with it. So be sure to include employee training in your change management plan as well.
7. Start with simple tasks
Before automating big complex processes, implement something basic but useful. That will help to study a great deal about your company and its infrastructure. By automating several basic workflows, you’ll save time to automate bigger workflow processes.
To sum it up
Workflow automation doesn’t guarantee instant success. It takes time to adopt and tweak the software. But when implemented smartly, it will simplify and optimize the workflows and increase organization's profit.