New Year, New Processes: Resolve to Evolve Your Digital Organization
Most of us bristle when we hear the common refrain, “New year, new me.” After a relentless few years, it’s hard to muster the enthusiasm for self-improvement. Nevertheless, after months of neglecting my fitness routine, I’ve told myself I’ll start waking up early again to exercise. New year, new me, right?
This seems like a noble pursuit, in theory. In reality, there are many forces conspiring against me: A busy job. Another load of laundry that needs to be folded. A comfortable bed with just the right pillow-to-blanket ratio. A toddler who wakes up and demands Elmo videos at 3 a.m.
To succeed, I’ll need the right team to support me. I’ll need to overcome any obstacles, and I’ll need to make the whole process seamless, automatic. You can think of your organization’s digital transformation resolutions in the same way. So, before you shout “New year, new processes” from the rooftops, read on to know what obstacles stand in your way, and how to overcome them.
Complex Manual Processes
Many processes at large organizations are still manual. A recent Forrester survey found that only 27 to 35 percent of tasks are automated across functions. In large organizations of more than 20,000 employees, 48 percent of the use cases for security, compliance, and lifecycle management are manual.
In our digitally driven world, manual processes prevent organizations from working efficiently and meeting their customers’ needs. However, many organizations are reluctant to automate their manual processes due to cost, complexity, and security concerns. And, without the right solution, existing technologies (like RPA and others) could fall short in the face of new technology or processes, amounting to further headaches and requiring additional resources.
But, the right low-code process automation platform doesn’t require you to “rip and replace” your technology; it just settles on top of your existing tech stack and makes everything work together seamlessly. With guardrails for business users, airtight security, and centralized management for IT, the technology is easy for everyone to adopt and use.
Just like my trusty running shoes that propel me forward, the right technology solution gives you momentum and provides the support you need.
RPA Fueled by Subpar Data
To expand on manual processes further, many organizations have invested heavily in RPA with the goal of automating several workflows. The problem is, RPA relies on quality data to do its job. And, if you’re relying on manual processes that use customer information gathered from pen and paper, you’re leaving lots of room for error.
To get the full benefits of RPA, an organization would have to update their existing systems or get new ones, which typically takes years and comes at a high cost. Beyond dealing with the drawbacks of a costly, cumbersome vendor system, an organization must also find the talent to maintain this new system, which can be a difficult and expensive prospect.
The right low-code process automation platform allows you to augment RPA smoothly and cost-effectively. It ensures that the front-end of your personalized digital journey is optimized and easy for customers to input their information so that, down the line, the RPA solution is able to leverage structured data to scale task automation. The low-code technology acts as a rules engine that collects the data how you want it and will provide it back to you the way you need it.
So, even if you need to keep that paper for filing purposes, you can print it off and store it. But, instead of wasting time manually entering customer information, the high-quality data will already be entered into the system you need it in. This scalable solution can be rapidly rolled out in weeks versus months or years, and helps maximize your RPA investment.
Neglecting to Build a Strong Digital Foundation
Executives often want to tackle larger processes that will improve customer experience and drive revenue. The project is planned, the team and budget are lined up, and years down the road it finally gets implemented. The problem is, by then other needs have popped up, and the chosen technology may no longer solve those problems. All momentum is lost, and all of your resources have been spent on a large platform that can only solve a few use cases.
That’s why it’s important to start small. I didn’t wake up on my first day of training and expect to curl my 25-pound dumbbells; I started with 10-pound weights. The same mentality can be applied to implementing a low-code process automation platform. For big results, organizations should aim to tackle the more-obscure, more-complex processes that are typically ignored.
For example, most large banks offer a smooth, digital experience for mortgage applications. This high-value transaction is directly tied to revenue, so it’s seen as a priority. However, if I want to add a beneficiary to my mortgage, I should get the same seamless experience whether that transaction is tied to revenue or not. Nonetheless, I would probably have to go into a branch, wait in line, and fill out several paper forms, which would be a huge hassle.
Although the beneficiary process is not a revenue driver for the bank, it’s a small process that brings value to existing customers. Every process and interaction matters. With a low-code process automation platform, you can make every touchpoint more intuitive and more digital, more quickly than you think.
In Favor of Small, Collaborative Teams
While I might not need an entire team of personal trainers to reach my fitness goals, it’s always helpful to have a support network. That’s why I’ve enlisted my (reluctant) husband to hold me accountable. Despite my best efforts, he won’t agree to join me for a workout, but he will comment when I snooze my alarm four times. But, hey, I asked for it.
Similarly, when implementing a low-code process automation platform, you can keep your team small and collaborative (and ideally more helpful than my husband). With guardrails for business users and centralized management for IT, the right low-code technology allows teams to create personalized digital experiences fast—without needing a dedicated team of developers, UX designers, and project managers.
With a low-code process automation platform, non-IT teams take the role of “citizen developers” and are empowered to easily create digital experiences that align with IT, business, and customer priorities. User experience teams are always thinking of the look-and-feel, brand, and customer experience across all channels. With the flexibility of low-code, they can prototype and build changes as they envision them, without straying from IT’s guidelines.
Right from the start, your team can collaborate on and design the best processes for your organization and your customers.
Flex Your Digital Transformation Muscles in 2022
They say it takes 21 days to create a habit that sticks, so I’m hoping that after three weeks of consecutive workouts my resolution will turn into my new normal. We’re 10 days into 2022, and I’ve managed to get my shoes on, head to the basement, and press play six times. I’m off to a good start, but now I just need to get rid of the holiday baking leftovers…
With a low-code process automation platform, your new business process can be rolled out in the same amount of time or less; giving you plenty of reasons for a donut-filled celebration (in moderation). The best part is, once you’ve applied the technology to one set of processes, you have the flexibility to scale other processes for a true, organization-wide digital transformation.
So take the first step and think of the opportunities that are ripe for change, and repeat. You have nothing to lose, beyond your complex manual processes—no heavy lifting required.