Workflow automation a top priority for 60 percent of executives

Workflow automation ranks as a leading priority for some 60 per cent of executives who are aiming to scale their businesses, according to a new study conducted by OTRS Group.

The technology-focused research identifies that 28 per cent of those surveyed plan to implement automated workflow practices, while some 31 per cent wish to integrate more industry best practices into their current systems.

Daphne Sim, Asia Pacific Manager for OTRS, has stated that businesses looking to expand into new markets need to establish automated systems to minimise manual labour, as well as enhance efficiency and accuracy.

On top of that, she asserts that such systems can provide time-poor executives with the ability to "set and forget," which she says is beneficial in today's fast-paced business environment.

Additionally, a McKinsey survey on the Adoption Rate of Automation reveals a 13 per cent increase in the global implementation of workflow systems over the past four years. Sim emphasises that technology can significantly help businesses in mapping customer journeys to attract and retain clients. Furthermore, she also cautions businesses against overlooking traditional methods of service optimisation amid the current enthusiasm for generative artificial intelligence technologies.

Sim also highlights the importance of workflow automation and service level management, explaining that despite ongoing efforts, there remains untapped potential in this area. According to OTRS Group, a recent Microsoft survey supports this concept, showing that 96 per cent of customers base their loyalty on the quality of service that a company may offer.

An example provided by OTRS Group comes from one of their clients, Emapta, an Australian-owned company with 18 offices around the globe. According to OTRS Group, prior to the company's digital transformation, Emapta struggled with five separate systems, leading to frustration within its IT organisation due to the lack of a structured workflow. Incorporating the workflow system provided by OTRS allowed Emapta to see immediate benefits in service delivery and long-term strategic planning for their customers, OTRS Group explains.

OTRS offers ready-to-use solutions as well as customisable software for a company's service management needs. Companies are able to easily manage inquiries, requirements, tasks and assets. Business process automation and workflows help to optimise resources and improve return on investment.

OTRS Group's client portfolio includes notable names such as Lufthansa, Porsche, BSI (Federal Office for Security in Information Technology), Helios Kliniken, Haribo, Ameropa and TUI Cruises. The company offers solutions for customer service and support, IT service management (including asset management), cyber defence and security, and office management.