Most companies have automated business processes primarily for tactical reasons and often in isolated instances, focusing on reducing costs and streamlining processes. However, it is increasingly evident that process automation is critical for achieving strategic goals. The focus is shifting towards the digital transformation of entire organizations. By implementing a holistic digitalization and automation strategy, organizations can ensure their long-term success.
Setting the Right Course for the Future
While the majority of companies have initiated digital transformation, there is still significant room for improvement and untapped potential in their business processes. Digitalization and automation efforts often fall short, leading to slow, error-prone, and inefficient workflows. Common issues include the continued use of Excel spreadsheets in business processes and the need for staff to switch between applications due to disconnected IT systems.
To ensure future success, digitalization and automation projects must be approached holistically and strategically, considering processes from start to finish. An in-depth analysis can reveal optimization opportunities, determine automation possibilities, and identify the right technologies.
Robotic Process Automation (RPA) and Low-Code – Only Part of the Puzzle
When it comes to process automation, companies have numerous technologies to choose from. However, it is not always clear which tool is best suited to which application, where individual tools reach their limits and how the different tools can be combined optimally. RPA, for example, can be used to automate standardized, repetitive processes that previously required significant manual effort. However, RPA focuses on individual tasks rather than the entire process. Therefore, RPA should be viewed as just one piece of the puzzle within a comprehensive end-to-end automation strategy.
The same applies to low-code platforms. With low-code, technically skilled staff can create simple to moderately complex applications using visual models. However, these applications have limited capabilities—low-code alone is insufficient for automating critical business processes.
High Demands for Digital Process Automation (DPA) Platforms
To fully benefit from the advantages of process automation, a practical combination of individual technologies is required. This can be achieved with a Digital Process Automation (DPA) platform, which acts as a central hub to ensure that the sequence and interaction of tasks work seamlessly.
Using the platform, companies can digitalize, automate and organize their processes. This also includes the harmonization of different technologies such as RPA, machine learning and artificial intelligence, plus the integration of third-party systems. A robust and professional DPA platform must handle both simple workflows and complex, dynamic processes, including conditional logic and AI applications.
However, the demands that an automation platform has to meet are not limited to the organization itself. Technologies and systems must be integrated to ensure functionality across company boundaries, with processes executed flawlessly via interfaces to customers, suppliers, service providers, and other third-party stakeholders.
“To ensure that automation projects are as successful as possible, establishing a Center of Excellence (CoE) is recommended to consolidate skills and knowledge.”
Rolf Gebhard Stephan
CEO, Axon Ivy AG
Simple Use Even in Highly Complex Processes
While the processes in the company itself can be highly complex, the applications must be as intuitive and easy to understand as possible for the user.
This is because user-friendliness has a significant impact on acceptance among the staff. Those working with the application daily must be involved from the outset. A comprehensive automation project can only be successful when both employees from the departments and the process engineers and developers are aligned and collaborate closely.
Customer satisfaction is also a crucial factor in the success of automation and the company itself. Developers must balance automated processes with personal service to ensure an optimal customer experience. For instance, fully automating the check-in process at a hotel may not be ideal; direct personal interaction with the hotel guest is needed to maintain a welcoming and personalized experience.
Combined Expertise
To maximize the success of automation projects and to consolidate skills and knowledge, establishing a Center of Excellence (CoE) is advisable.
Given the necessary support by management, this forms the basis for a strategic approach and methodical implementation. It consolidates data and insights from all departments, supporting a comprehensive strategy for digital transformation. Once process automation is considered as a whole and implemented at every step of the way through a comprehensive strategy, companies can effectively navigate digital transformation and maintain a strong market position
