What is Digital Process Automation?

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.

Forrester Research states: “As organizations undertake digital transformation efforts, an important realization emerges: process matters. Investments in beautifully designed web and mobile experiences won’t move the needle unless application development and delivery (AD&D) professionals ensure that the processes on the back-end align to support a true end-to-end customer experience.”

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.

Example use cases for digital process automation:

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.”

How does digital process automation impact the customer experience?

Improving the customer experience is one of the critical pillars of almost every digital transformation project – can digital process automation help? Watch this recent webinar featuring Rob Koplowitz of Forrester Research on how ‘Why Digital Business Automation is Vital to the Customer Experience‘. Rob talks through this area and offers advice for businesses looking at process automation as a foundation for success in the digital age.

How to get started with digital process automation 

DPA is like many other modern technologies in that the best way to get started is to think big, but to start small and then when you’re ready – scale fast. Starting small gives you the opportunity to adopt an agile approach, to fail fast and learn even faster – reducing the overall risk of any program.  Most importantly, this approach allows you to demonstrate results fast, making it easier for you to gain buy-in for the larger initiatives that you have in mind.

With Bizagi, you can download Bizagi Studio for free, allowing you to learn how to model your processes using the BPMN 2.0 standard, then learn how to turn those processes into a powerful process application using Bizagi Studio.