When we talk about automation, we often talk about automating processes to make life easier for customers and to save on labor and costs. But do you know that there are different levels of automation? Below we go through the automation staircase together.
In the first level of automation it’s common to present data for the stakeholders with a descriptive purpose. For example, it can be calculations that are automated, tested and presented. Or approvals controlled by specific rules, and in some cases warning signals triggered by specific events. By implementing this type of automation, your business can increase in productivity, speed and quality.
With the help from the second level of automation, you can become more predictable and let the automated processes point out important guidelines for you. For example, by anticipating your customers' changing behaviors or future problems with a specific product. The predictive and automated flows do not only help your business to be fast and productive - they also make your business smart and proactive.
The third level of automation can help and give you recommendations on what actions should be taken in certain situations, and in some cases may they even help you take the action. This means that the actual service delivery is often involved in the automation. For example, it may be a software that starts if specific events occur or if the system is down.
Creating new ways of working in a customer process can be a complex task. Therefore, it’s important that you start with one part at a time. Start by automating a known problem area in your business and then focus on configuring it for the next level of automation.