SOFTWARE DEVELOPMENT

How soft­ware can help au­to­mate your processes

Many com­pa­nies re­tain busi­ness processes that rely on un­nec­es­sary lev­els of hu­man in­put. Not only can this be frus­trat­ing for the in­di­vid­ual they are also highly in­ef­fi­cient and can have an in­di­rect — or in some cases di­rect - im­pact on costs. Manual in­ter­ven­tions take time and time is money right? There are usu­ally more im­pact­ful and pro­duc­tive ac­tions that we could be do­ing and gone are the days when we need to put up with these highly man­ual busi­ness processes. We don’t need to suf­fer the en­nui of repet­i­tive in­puts any more, we have soft­ware to do that for us!

We have worked with many clients to im­prove their busi­ness processes, here’s just a cou­ple of ex­am­ples of how we’ve col­lab­o­rated to stream­line busi­ness processes and drive ef­fi­cien­cies with au­toma­tion.

Automation: Example 1

We were ap­proached by a very well es­tab­lished and iconic ferry op­er­a­tor who wanted to ease the pres­sure on their staff in deal­ing with client book­ings and check in pro­cess­ing. Having been in op­er­a­tion for so long they had some very well es­tab­lished processes which worked but were chew­ing up sig­nif­i­cant amounts of staff time and caus­ing ma­jor headaches.

Our brief was to sig­nif­i­cantly re­duce the need for hu­man in­ter­ven­tion and find cre­ative ways to stream­line the on­board­ing ex­pe­ri­ence for their pas­sen­gers.

Through a process of de­tailed scop­ing and on-site analy­sis the pro­ject team were able to gain a clear un­der­stand­ing of how the busi­ness was cur­rently deal­ing with cus­tomers, where the bot­tle­necks were oc­cur­ring and what in­ter­ac­tions could re­al­is­ti­cally be re­placed with tech­nol­ogy within the clients bud­get con­straints.

Automation: Example 2

One of Australia’s lead­ing stu­dent ac­com­mo­da­tion providers wanted to make a sig­nif­i­cant and strate­gic change to the way they in­ter­acted with their res­i­dent cus­tomers. Central to their plans was a de­sire to en­gage with stu­dents in a more mean­ing­ful and timely way par­tic­u­larly when it came to or­gan­is­ing events to fos­ter on site com­mu­ni­ties of stu­dents with shared in­ter­ests.

In ad­di­tion, the busi­ness saw an op­por­tu­nity to dove­tail this with an im­prove­ment to its own in­ter­nal com­mu­ni­ca­tions and res­i­dent on board­ing and man­age­ment processes.

Our re­mit was to look at the ex­ist­ing work­flows and de­ter­mine where we could drive ef­fi­cien­cies and im­prove both in­ter­nal and ex­ter­nal com­mu­ni­ca­tions and in­for­ma­tion man­age­ment.

Given the ma­jor strate­gic na­ture of the pro­ject and the po­ten­tial game chang­ing im­pact of a suc­cess­ful de­ploy­ment a lengthy scope phase was rec­om­mended and un­der­taken al­low­ing us to thor­oughly un­der­stand the prob­lem we were try­ing to solve be­fore propos­ing so­lu­tions.

Following on site in­ter­views with man­age­ment staff and group user feed­back ses­sions we were able to cre­ate a multi plat­form so­lu­tion en­com­pass­ing mo­bile and desk­top with in­te­gra­tions to ma­jor so­cial net­works, in­ter­nal sys­tems and third party part­ners. The so­lu­tion en­abled the client to cre­ate so­cial events in a sin­gle screen and de­ploy to mul­ti­ple feeds with the abil­ity to con­trol du­ra­tion of the post as well as sav­ing to a cen­tral repos­i­tory for reuse across the busi­ness. A huge time saver.

On top of this we cre­ated an en­tirely new chan­nel through which res­i­dents could com­mu­ni­cate with on site staff to re­port is­sues and check the sta­tus of their ten­ancy agree­ments. This has re­duced the need for man­ual in­puts of in­for­ma­tion by front­line staff and re­sulted in a re­duc­tion in the num­ber of face to face con­ver­sa­tions free­ing up their time to fo­cus on other im­por­tant tasks. The next phase of de­vel­op­ment will un­lock more func­tion­al­ity and greater process im­prove­ments.

These are just two ex­am­ples of what’s pos­si­ble with au­toma­tion and every busi­ness will have its own op­por­tu­ni­ties to take the next step in the evo­lu­tion of its processes. The cru­cial next step is en­sur­ing that the qual­ity of the soft­ware ap­pli­ca­tion en­ables au­toma­tion with­out fear.

Change, even pos­i­tive change, can be daunt­ing but with the right tech­nol­ogy part­ner and a clearly un­der­stood goal, the out­comes can be very much worth the in­vest­ment.

ABOUT THE AUTHOR

Blair Williams

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