![]() If the customer expects human interaction during the sales cycle - no matter how simple the transaction - it may not be wise to automate. However, a key consideration for automation of the sales cycle is the customer experience. Automated business processes also work well for selling discrete products with no configuration needs Amazon is a great example of a low-touch, automated purchase process selling individual items with defined prices. They can address upgrades and renewals in the same way. Many companies are separating their selling cycles into high and low-touch categories where low-touch is generally the most simplistic and repetitive sales cycle.įor example, companies can manage B2C software subscription sales using applications like Dropbox, requiring no human interaction. Lead to cash: The sales cycle of the “lead to cash” process is typically an opportunity for companies to introduce automation. Fraud detection is another area of concern in some industries, and AI is being used to review significant amounts of data very quickly and highlight and report potential fraud issues. Personally Identifiable Information (PII) is an area where automation can help by identifying the sensitive data fields and redacting them from specific users as data is loaded or viewed in a system. Post-sales: The RMA (return merchandise authorization) process - a request for authorization and the creation of a return label - is a low-touch scenario that is well-suited to automation.ĭata management: IT departments are actively exploring the use of automation to identify data anomalies and address data protection concerns. These are ripe for the application of automation and come with very measurable transaction processing cost savings. With the above in mind, here are four areas where there is a lot of opportunity to start using automation.įinance: The finance department at most organizations typically has multiple repetitive tasks, such as receiving and processing supplier invoices and customer payments. Examining four places to get started with business process automation Instead, you want to use automation to free up staff and other resources to focus on those high-touch activities. The goal of automation is not to replace all humans with robots and chatbots. Then you can think about which steps can still work using a low human touch without sacrificing quality or customer experience - and which components need more human intervention or interaction. To avoid disaster, take the steps out of the siloes and understand each one.
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