The term ‘Digital Process Automation’ is fast emerging as an important evolution of the traditional category of ‘Business Process Management’ or ‘BPM’. Behind this change is the growing need for businesses to automate processes as part of wider digital transformation initiatives.
What’s changed over the last few years are the goals of projects that used to come under the umbrella of ‘BPM’. In the past, the business cases for these initiatives would have been built on cost reduction and profitability, but they are now built on the competitive requirement to improve the customer experience.
It loops back to revenue in the end of course because the net result of that improved customer experience is for an organization to be able to increase revenues through more effective acquisition and retention of customers.
Typical examples of processes that require digital process automation include areas such as customer on-boarding and loan/credit/quotation/pricing approvals. When processes such as these are automated effectively, and in a way that can be constantly improved – it creates an opportunity for competitive advantage.
CIO Connect defines the wider business benefits of Digital Process Automation in these terms:
“It is not just processes related to low level employees that can be automated, there is opportunity to improve the productivity of high level executives and knowledge workers. The free time generated could be used on more innovative and creative projects, generating more value for the organisation as well as improving employee satisfaction.”
For more guidance on this shift and to learn how digital process automation platforms work, watch this recent webinar featuring Rob Koplowitz of Forrester Research on how ‘Why Digital Business Automation is Vital to the Customer Experience‘.