Your team is spending too much time on repetitive tasks. Organizations across industries are using task automation to work around this problem. Some form of service desk automation is nearly ubiquitous. But how can you identify impact areas specific to your company in order to get buy-in from your leadership?
When done methodically, automation will elevate your employee experience, take the burden off of your service desk agents, and save you millions. It can be challenging to demonstrate this impact, especially since it’s often spread throughout the organization.
We’ve worked with a lot of IT leaders to help them map out exactly what automation can do for their organizations. And now we’re ready to share what we learned with you. Here’s your guide.
Task automation is a subset of automation that uses specific tools to eliminate repetitive and manual tasks that often bog teams down. IT teams typically implement this approach the most but isn’t limited to them.
Because you’re automating away repetitive tasks, the impact of task automation can’t be narrowed down to only cost savings. A lot of factors come into play, including process acceleration, risk avoidance, and the overall employee experience.
Task automation works alongside your team to cut out busy work, enabling your existing employees to create more value. Rather than replacing jobs, task automation provides value by bringing more time and meaning to high-priority work. When you frame task automation along those lines, it’s much easier to communicate its value to leadership.
You miss the complete value of task automation when you focus on FTE avoidance alone. Automation can have an impact on your entire organization, and driving automation requires buy-in from your entire leadership team. When communicating the value of task automation, focus on:
You can start with cost savings as you’re scoping impact. But to truly quantify the impact of automation, you need to take a holistic approach. Use the following categories as a starting point:
The immediate benefit of automation is a reduction in costs. You can measure this reduction in two ways:
Task automation will also alter your goals and eliminate the need for certain projects.
There are many subject matter experts across your organization that spend their time and energy answering the same questions and creating knowledge base articles across similar groups of topics. Automation can step in. The impact of time saved can be seen through:
Every task can’t be automated, unfortunately. However, issues that can’t be automated can be accelerated through task automation. This impact is significant as well. To measure:
With task automation, you can ensure perfect repeatability, without human error. As a result, organizations are able to avoid many forms of risk. You can measure this in three ways:
When service desk agents are stuck doing the same repetitive tasks day after day, mistakes are going to happen — it’s human nature. Task automation can help dramatically lower this risk across the board.
Automation can have a significant impact on compliance. You can measure it against these three methods:
Lastly, automation is sure to transform your employee experience. Providing fast, frictionless support will create an impact across the board — through cost savings, productivity, and morale. To measure this, use these numbers:
Task automation is just the beginning of completely transforming the way we work. Creating a conversational AI strategy can take you further on the road to transformation. Now that you know how to measure the success of automated tools, you can easily evaluate and onboard the appropriate tool for your organization.