So where can you improve performance?
For PSPinc, we always want to make sure our customers are getting the tech support they need when they need it. But automating tech support may not be the answer to improving that part of our business. Automation can’t always replace human interaction. You really have to weigh the pros and cons of automating a process before you move forward.
Some automation can give you the consistency your business desires. For example, in your sales process, what if a person meets with an interested customer but never follows up? Wouldn’t you want to make sure your company is consistently following up with every potential customer? This might be an opportunity to look into automating the follow-up procedures.
Automating your phone system could be another way to improve the customer experience. If you have an answering system that picks up within three rings, you’re showing your customers their call is important to you. Wouldn’t this be a great feature to create consistency and efficiency in your company?
Automation does not necessarily make your workload easier, but it can improve your business’ performance. Think of areas in your business where you need improvement, where you may be falling behind, or where there is opportunity to be more responsive, and research ways to automate the process as a way to run things more efficiently.