Process automation: How companies can secure their competitive edge now
Many decision-makers come to us with the challenge of how they can organise their business processes more efficiently and reduce costs at the same time. Process automation offers a wide range of opportunities for this. It supports companies in realising processes faster, more error-free and scalable at the same time. It also opens up scope for new strategies and creative solutions because automated routine activities are eliminated. Clients often report that they gain more transparency and better control of internal processes through accompanied process automation.
Why process automation represents an opportunity for decision-makers
In many industries, decision-makers are feeling the pressure to speed up processes and increase quality at the same time. This is where process automation helps with clearly defined benefits: Automated processes usually run faster and error-free. This saves companies time and reduces the coordination effort for employees. This is particularly important in areas such as invoice processing, customer enquiries or marketing campaigns, where the volume of tasks is constantly increasing.
Certain companies from the service sector report that they have been able to achieve greater customer satisfaction through process automation. Customer enquiries are assigned and answered more quickly thanks to automated filters or AI-supported tools, which significantly reduces response times. The manufacturing industry, where complex production steps need to be coordinated, has also reported the successful use of automated process control systems. This creates a clear competitive advantage because processes become safer and faster.
BEST PRACTICE at company XYZ (name changed due to NDA contract) The approval processes in purchasing were optimised there through process automation. Previous manual control steps were replaced by digital workflows. This led to significantly fewer delays and accelerated purchasing management. At the same time, costs were saved by reducing errors and duplication of work.
How process automation relieves employees and creates freedom
Many decision-makers report that employees are often burdened by monotonous, repetitive tasks. Process automation removes these routine activities and creates space for value-adding work. In the HR department, for example, administrative tasks such as recording applicant data are automated so that the team can focus more on advising and developing talent.
In customer service, automated response systems or chatbots are used to process simple enquiries according to defined rules. This gives employees more time to process complex requests and understand individual customer needs. This not only increases employee satisfaction, but often also the quality of customer service.
BEST PRACTICE at ABC (name changed due to NDA contract) In a medium-sized IT company, the helpdesk was supported with process automation. Self-service portals and automated ticket assignment enabled routine enquiries to be dealt with more quickly. The service team subsequently reported that work motivation had improved as there was more time for tricky technical issues.
Improve customer experience through intelligent process automation
There are many ways to improve customer relationships with process automation. Automated communication enables prompt, personalised responses. Marketing processes benefit from the analysis of large amounts of data, allowing campaigns to be more targeted. In logistics, automated workflows facilitate order processing and improve delivery times.
Another key aspect of process automation is the improved traceability of processes. Digital workflows provide entrepreneurs with more transparent information on where bottlenecks are hidden and which process steps should be optimised. This forms an important basis for data-based decisions and creates trust among business partners and customers.
BEST PRACTICE at DEF (name changed due to NDA contract) An international trading company fully automated its order entry. Internal systems were linked in such a way that customer orders were recorded in real time and forwarded directly to the warehouse and transport system. The result was a significant increase in delivery speed and improved customer satisfaction.
How can process automation be successfully introduced?
Many of our consultations centre on how decision-makers can structure their entry into process automation. It is important to clearly define the goals and not to automate all processes at once. It is often advisable to start with areas in which quick successes are visible and resources are regularly tied up.
Sustainable success is achieved through accompanying coaching that not only supports the technical implementation, but also promotes change management within the organisation. This ensures that the team accepts the new processes and utilises them sensibly. On the other hand, many clients report initial uncertainties, which can be reduced through targeted impulses and experienced support.
The regular measurement of key figures, such as processing times, error rates or customer satisfaction, is another key factor. This makes it possible to check whether the added value is actually being achieved through process automation and where adjustments should be made.
My analysis
Process automation is not a panacea, but it is an important lever for remaining competitive in today's economy. Decision-makers who are now looking at accompanied process automation are creating the basis for more efficient, transparent and customer-orientated business processes. The focus here is on sustainable support for all those involved in order to relieve the burden on routines and enable innovation. This gives them an important head start in their markets.
Further links from the text above:
[1] The advantages of process automation at a glance - OMR
[2] Process automation: use, benefits & case studies
[4] Process automation: The ultimate guide for companies in 2025
[5] Advantages of process automation
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