The Power of Automation In The Service Industry
Covering a broad range of businesses including finance, security, accounting, human resources and customer service, the services industry has seen enormous positive changes over the years thanks to automation advancements. Implementing automation into these businesses can help improve accuracy, speed, efficiency, compliance, and customer satisfaction and retention. In this article, we explore the advantages of digital transformation in business.
Enhanced Efficiency and Productivity
Artificial intelligence automation helps businesses to streamline routine, repetitive tasks and processes, which speeds it up and reduces manual labour. In fact, it is estimated that automation reduces the average handling time of service desk requests by 40-80%! Examples of these automation can be appointment scheduling and inventory management. It allows employees to re-focus their efforts away from repetitive processes and towards high-priority tasks that demand a human eye and creativity. From a human resources perspective, it can also allow companies to fine-tune their workforce and keep costs lower, while reducing errors with staffing scheduling, and ensuring employees are being paid on time and accurately. See how we helped Kone to automate data transfer by reading our case study here.
Improved Accuracy and Error Reduction
It has been predicted that, when a human manually inputs data into a spreadsheet or document, the probability of error is between 18% and 40%. This level of human error can be catastrophic for businesses in terms of reputation, fees and fines, and customer retention.
In the USA, it is predicted that manual error costs businesses a collective total of 3 trillion dollars. So, while it does cost money to implement software and change processes, the risk mitigation is well worth the upfront investment. Furthermore, when there is increased accuracy in data management, order processing, and customer interactions, the overall quality of the service is enhanced, giving that business a long-term financial boost in better sales, employee retention and customer satisfaction.
Better Customer Experience
No matter which area of the service industry your business sits in, properly implemented automation will help to improve customer satisfaction. When a customer interacts with a brand, they want to feel like their needs are being met quickly. A typical example of this is a chatbot on a website, allowing customers to have 24/7 support without needing to wait in a phone queue, or for the business to reopen on Monday. These quicker response times can improve customer satisfaction astronomically. This is equally important for B2B, with businesses that respond first to enquiries typically winning between 35-50% of their sales opportunities.
Automation can also empower customers to create a more personalised experience that works flexibly for them. When we worked with My Date Night, we harnessed the power of automation to allow couples to book multiple services on one platform to create a customised date night, allowing them control over their own service.
Data Analysis for Informed Decision-Making
Automation tools can collect and analyse large amounts of data and quickly process that data to deliver valuable insights into customer behaviour, preferences, and market trends. This helps businesses to make informed decisions and customise their services accordingly, keeping ahead of the competition and swiftly adapting to consumer needs.
On the same thread, good data helps a company to remain compliant with regulators and avoid fines and fees associated with errors or lateness.
Scalability and Flexibility
As businesses grow, so do their demands. When a company is reliant on old, heavy-handed processes, scaling up can become a problem with many businesses facing a real dilemma with the practicalities of doing so. When a company is using automation, scalability is easy. Whether it’s handling a surge in customer inquiries or bringing the business to new markets, automated systems can scale up (or down) to meet workloads and keep operations smooth.
We want to help your business harness the best automation technology and improve efficiency while reducing overheads. Speak to us today about how we can help your business scale up and adapt to new markets using automation.