We answer: Frequently asked questions about automation

How do you know if it’s worth automating a specific process? And what are the most common mistakes companies make when trying to automate an existing process? We sat down with two of our talented business consultants, Emma Nilsson and Henrik Lillhage, who are here to help us answer common questions about automation.

Which processes can be automated?

“You can more or less automate all processes, whether you work in sales, marketing, or customer service. Many processes in these areas involve numerous manual and repetitive steps, where there is great potential for automation. All digital data can be automated,” says Emma, while Henrik continues:

– Automation often comes down to a question of cost. That’s why it’s important to start by asking yourself which processes are worth automating. Which processes involve repetitive tasks performed in large volumes? What takes a lot of time? How many FTEs (full-time employees) would you save if you automated that part of your business? Can you reduce costs through automation? If so, then it’s worth trying to automate the process.

Can you give some examples of specific processes that can be automated?

– Sales processes can be automated, for example in the aftermarket. There, we’ve helped customers like Ferronordics Machies start using the data transmitted by their vehicles and machines to schedule service activities as needed. This might involve, for example, replacing a machine or performing a service task, explains Emma, continuing:

– It is also possible to automate administrative processes that require a great deal of manual effort simply because they are not digital. A common example of an administrative process that in many cases needs to be both digitized and automated is the application process at banks. These processes need to be simplified and improved for both customers and administrators.

“It’s hard to talk about specific processes. As I said, it’s possible to automate most aspects of customer communication, information management, and FAQs,” says Henrik.

What benefits can a company achieve through automation?

– A company can achieve many positive outcomes through automation. For example, it can increase its conversion rate and availability, save significant amounts of time, free up time for process and quality improvement, and establish clear procedures and guidelines for various processes within the organization. Automation also makes it easier to ensure compliance with legal requirements (applicable to companies in the banking and finance sectors). Another positive effect of automation is that it creates added value for your employees, as it allows them to spend time on tasks they actually want to do, explains Henrik.

What should you consider when automating a process?

“There are quite a few things to consider when automating a specific process,” says Emma, continuing:

1. Start by considering which processes are suitable for automation. How much should you automate? Is it an entire process or a specific part of it?
2. Once you have a clear idea of the extent to which you want to automate your processes, it’s important to define the conditions for your automation project. Consider the following:
   • What technical capabilities do you have? What kind of IT support do you currently have? Are your processes digital or analog?
   • What are the legal considerations? How do you ensure that you comply with all regulations?
   • Do you have the necessary organizational capacity? Who will ensure compliance with the requirements, and what internal resources are available?

1. Once you’ve identified which processes to automate and what resources are available, be sure to consult an external expert to get a comprehensive overview of the project and the challenges you’ll face.
2. Before you begin your automation project, it’s a good idea to involve the entire team to ensure that nothing important is overlooked. The consequences of a failed automation initiative can be significant—which is why it’s important to have robust monitoring and a clear breakdown of who does what.
3. During an automation project, it’s important to be open to the possibility that things you haven’t planned for may happen—you won’t have thought of everything, no matter how much you plan.
4. Once your automation project is up and running, try to find clear ways to measure and track the results of your automation initiative.
5. Don’t forget to appoint a process owner who can receive suggestions and further develop the process.

What are the common mistakes companies make when trying to automate processes?

– There are many mistakes companies make when trying to automate their existing processes, but to give a few examples, I would say that many companies forget to define and prioritize what needs to be done as part of an automation initiative. They also often try to automate processes that are too complex, and sometimes they even forget to designate a management team that can continue working on process and quality development. Once you’ve launched an automation initiative, you mustn’t forget to ask yourself: How can we redesign this process? And how can we further develop it? That’s incredibly important, says Henrik before continuing:

– Another example is that companies don’t seek help from external experts to get a comprehensive overview of the project and the challenges they face. So my best advice to anyone thinking about launching an automation project is to seek help from external experts—who know what they’re capable of and how to do it.

Would you like to learn more about automation?Contact us!