We know remote work isn’t a fleeting experiment, but rather a lasting byproduct of the global pandemic. To support the shift, our ways of working must catch up. For example, digital workflows and automation are already tracking incidents or requests in many IT and HR functions. Now, it’s time to apply their ability to track and orchestrate to everyday knowledge work within the enterprise.
Digital workflows can adapt to support what I call “operational workflows”—those that sit close to the customer and drive the product or service at the core of an organization’s business.
These workflows are everywhere. In manufacturing, they bring product from the factory floor through to shipping and distribution. In retail, they process orders, schedule deliveries, and create happy customers. In banking, they push loan applications through pre-approval to underwriting and closing.
By reimagining these processes as digital workflows, we impact the bottom line just as we do when automating within IT, HR, or customer service. But we also grow the top line by creating a more efficient, more productive organization.
The value of a platform approach
These workflows rely on a single system of engagement that shield the complexity inherent to enterprise systems. As an example, recruitment agency Alexander Mann consolidated its recruitment process into a single platform that drives the discrete tasks within it.
The automation of scheduling 1,000s interviews, while sounds simple, saved the company hundreds of hours, freeing employees to focus on their core business of talent acquisition. Allowing employees to focus less on administrative tasks and project management and more on delivering creative, innovative work, the focus is on better care of customers.
By simplifying its process, the agency saw capacity rise, even as the customer received a higher-touch service. When capacity, quality and efficiency all improve through operational workflows, this then impacts the top line.
Working smarter requires rethinking and that starts with a single platform for modern day knowledge work, because, while automated workflows originated in IT, ultimately a workflow is a workflow wherever it occurs.