Understanding Automation: The Key to Efficiency
People have this idea that automation means letting go of most of what you're doing and instead letting technology take over. And that's great - in theory. The way I see it, see, the truth is, all automation can do is automate existing processes, it can't bring new ones to life. But what it can help with is to become more efficient at whatever you are already doing.
Sure, there are a lot of benefits when people talk about automation. How it helps manage time better, streamlining processes from end to end. That it frees up expensive resources (like you) so you can focus on more complex tasks.
Or even, how it reduces manual errors that are bound to happen on repetitive tasks, and requires minimal operational effort. But there are also enough challenges where automation is concerned. The biggest hurdle is the resistance to change (technology always gets the blame).
And, of course, there are concerns about job loss, especially with fears around AI and similar technologies. Some people will even tell you that automation is fine as long as people are involved. What they forget is that automation only becomes an issue when people are asked to do repetitive work. But that doesn't mean we're out of the woods yet.
When it comes to implementing automation in your organisation, it's important to first understand your processes and procedures, identify what's working and what's not (especially those unique outliers that need extra attention), and then decide if automation is the right way to go for you. If it is relatively - then there's no time like the present to jump in.
Rule #1: Streamlining Repetitive Tasks
Most people think “streamlining” is about automating the fun out of their business. That, somehow, if they create too many processes and checklists, their work will become robotic and their team will turn into a bunch of miserable, slightly angry, robots. It seems like this is not true.
I think most of us know that automating repetitive tasks saves time, helps you get more done in less time, and can take over the part of your job you don’t enjoy. But it does so much more than that - streamlining repetitive tasks allows you to refocus on what’s most important: being creative and building relationships with your clients. If you create space for yourself by automating the mundane stuff, you’ll have the mental bandwidth to focus on growing your business.
The way I see it, of course, this is easier said than done. It can be difficult to look at an existing process objectively and streamline it - especially if it’s been around for a while. You’re probably going to get some pushback from your team as well, who might see this as a threat to their jobs or creative process. So, start simple.
Start with something easy like automating meeting scheduling or sending client reminders before moving on to something bigger like billing or project management tools. If this is new to your business - keep it small and manageable until everyone is comfortable with these changes.
Rule #2: Automating Communication Processes
I Imagine the mistake most people make when automating communication is presumably sending blanket messages. No personalisation, no context, and sometimes, no approval. This can lead to emails about overdue invoices being sent to customers who’ve already paid, or marketing emails going to people who’ve unsubscribed - making them even more annoyed with your business.
A nuanced approach is necessary for successful communication automation - mixing the best of both worlds between the speed of robots and the insights of humans. The real secret is creating templates that are humanised, but also in keeping with your brand’s voice and positioning. Every piece of communication needs a human - even if it’s the person responsible for scheduling and checking an automated email or message before it gets sent out. You could have AI-powered chatbots respond to common questions (eg: product FAQs or payment queries) but if there’s an issue you need to raise with someone, you need a real person in front of a customer.
Knowing which aspects of communications can be automated and which must remain human-led is critical. I think that aspect comes from trial, error, and drawing boundaries around what’s okay and what isn’t. For instance - AI could answer product FAQs but should never reply to a mental health query.
And it may take a few rounds of feedback from your customers to get it exactly right. More or less.
Rule #3: Simplifying Data Entry and Management
People say you can’t make things perfect but you can always simplify things. At least when it comes to the way people enter and process data. I often see people using very complex spreadsheets, even when it’s not necessary.
Like, do you really need to use 100+ formulas to calculate the value of 1 cell. I mean - to each their own, but this is just overkill. If data entry is not streamlined, a business will likely face bottlenecks.
And it’s common knowledge that most businesses these days have digitised their operations. In fact, they even rely on automation to solve half their business challenges. The way I see it, but simplifying data entry and processing is something that still eludes them.
Maybe it’s because there’s a misconception that entering and processing accurate data isn’t important. Or maybe it’s just unfamiliar territory for them. I get it though, automating such a complex process is easier said than done.
Especially if you’re running a slightly larger business or have several employees in charge of entering and maintaining data. But if you can make the process easier and more efficient for both yourself and your team - then why not. This is why you must consider automating this crucial process in your business right away (if you haven’t already).
All the other automation tools in your business would work better with accurate and clean data as well.
Rule #4: Enhancing Project Management with Automation
Most people think project management means you have to micromanage. They want constant check-ins and updates, for some reason. Project managers actually prefer automations like slack bots and AI notifications that get everyone on the same page without wasting time in meetings or overwhelming them with notes.
More or less. It seems like people also forget that project management is about managing people, as well as deadlines, budgets, and tasks. In most companies, different departments work together on projects - like launching a new product or event.
And those departments may have very different communication styles or expectations. Sometimes they seem to be living in entirely different worlds. There are no easy answers to getting people in sync - because at the end of the day, we all have lives outside of work. But automations can do the legwork of checking timelines and sending nudges for reminders or task completion so no one feels like someone is looking over their shoulder at work.
Automations can often make project management more humane too by sending the right kind of nudges when things need attention so no one’s ever overwhelmed with messages when there’s nothing to do but ignore them. The added advantage here is that no one’s ever late with submissions either because everyone knows what they’re expected to do and by when - all thanks to that little automation software ticking away on your company computers (or cloud).
Rule #5: Leveraging Automation for Customer Support
I Think it seems a lot of brands think automating customer support is rather cold. Like, installing bots to field routine queries means losing the human touch.
Not true. Automation isn’t about replacing people - it’s sort of freeing up skilled team members for higher-value stuff.
So they’re not answering ‘where’s my order’ all day. They’re building relationships, resolving sticky problems, and actually connecting with customers. Putting in place self-service tools for common issues - order tracking, returns, exchange requests - helps clear things up in a snap. And this means customers don’t have to wait around for someone on chat or email to get back to them days later.
It seems like instant gratification is often what we’ve come to expect these days. And using AI and machine learning means automation tools are only getting better at understanding context and intent to solve customer problems quickly. Of course, automation isn’t everything, obviously. While these tools free up time and resources, there’s still a bit of uncertainty for brands new to this sort of thing, maybe asking ‘but how much is too much.
’. And it can get slightly complicated integrating automated systems with every single channel where you talk to customers - phone, email, chat, social media DMs.
The list goes on. I think there has to be a balance when leveraging automation for customer support. You want processes that can field quick questions, but also humans who can handle complex cases with empathy and understanding. It’s all about freeing up time so support teams can do more meaningful work instead of answering repeat questions over and over again.