The wide-ranging benefits of automation

By James Lappin, Meritec

07 Jul 2023

Meritec's James Lappin

Efficiency of processes might be the most cited benefit of automation projects, but the potential to improve customer experience, your team’s effective use of time and brand reputation is also huge.

Creating consistency for customers is key, especially when they are likely to interact with you across multiple contact channels.

Maintaining consistent messaging and processes creates a smooth customer experience and builds trust.

Your customers will know they receive great service whether they interact with you via your website or over the phone.

Improving operational efficiency will allow you to respond faster and more effectively to customer needs.

For example, a digital portal can provide your customers with any information they need about their account or orders, reducing incoming call volume and keeping your team on task.

Automation of internal processes like customer record management or document generation will reduce errors and improve the quality of service.

Personalised customer engagement is another crucial way to improve customer experience. Say you want to automate contract renewal, you could set up processes to automatically engage with your customers via email at pre-determined intervals reminding them their renewal is due, or send them a discount if they haven’t purchased from you recently.

Engaging with customers this way keeps you one step ahead, without having to move a finger.

Additionally, reporting on this data can highlight when customers engage with those reminders, and prompt your team to reach out at the right time.

Automation in business comes in the form of self-service resources, financial processing, customer engagement and task allocation to name a few.

If your competitors are looking at automation, why aren’t you?

Enjoyed this? Read more from James Lappin, Meritec

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