Aligning Intelligent Automation with Business Growth


Claudio Garcia, of Baker Tilly, describes best practices for using intelligent automation as a growth strategy and the important steps to take.


Krista White: Thanks Claudio, for sitting down with me today.

Claudio Garcia: My pleasure, Krista.
Krista White: So in your keynote session today, you talked about how people are using intelligent automation as a growth strategy. And in the market, what we're seeing, and I think what you guys are seeing is a lot of people have these ideas of growth strategy and what they're going to do, but not a lot of implementation practice around it.

Claudio Garcia: Sure.

Krista White: So how do people approach intelligent automation as a growth strategy or what's your best practice for it?

Claudio Garcia: Right. What we're finding is perhaps the single most important action for a successful automation strategy, frankly, is the identification and prioritization of the use cases themselves, to really lead to the most high potential use cases.
And when I talk about high potential use cases, I'm talking about a use case that can be successfully implemented in the company, that the organization is going to embrace and frankly, that's going to deliver a high impact benefit for the business. And in our experience, to get there, there really are sort of three core steps. The first step is for your organization to canvas the various departments. So really let's get a contribution from the various departments as to what are those processes, what are those pain points that they'd really like to consider for automation?
That's going to give us a robust master list of potential processes across the entire organization. Then step two is, once we've got that master list is to make sure that we're capturing the four to five key metrics associated with each use case. So I'm talking about what's the frequency of the use case, what's the time consumption, did it utilize structured data and so forth. So now, we've got a great master list contributed across the departments, we've got our key metrics.
And then the third step is a critical scoring and prioritization across that master list with some key parameters. Key parameters such as again, what was the frequency of the use case and what was the time consumption? But in addition to that, is this use case impacting my customers? Is this use case potentially driving sales? So now we've got a great master list. We've collected our metrics per use case and we've done this overall scoring and what we find is that now, your organization is going to have a tremendous amount of confidence that it has scanned the field of potential processes and pain points across the organization.
And this is really going to pay dividends in terms of your use case identification, your use case prioritization, and it's really one of the most fundamental actions that your team can take to drive successful automation in your organization.

Krista White: That's great. We've heard a lot here about heat mapping and discovery, but no one has put that concisely for us. So when you're looking at different clients and different companies, how do people taking intelligent automation really to the next level?

Claudio Garcia: We're talking a lot with our clients about taking their automation strategy to the next level and that most often brings us into a conversation of, how can we align the automation strategy with your business growth strategy, frankly? You take, for example, different companies who may be at an earlier stage of their intelligent automation strategy. For many of those companies, the objective may be to save time and money, which is certainly a very legitimate objective with respect to automation strategy. But the question here is, how do we take it to the next level and what we find that we're doing in terms of challenging and guiding our clients, is to really ask them how can we align your automation strategy with your business growth strategy? Take for example, a company who may have sales reps, visiting customers and visiting buyers every day. What if we could develop an automation solution where that sales rep, every one of your sales reps is essentially mapping their sales calls, their sales appointments for the week at a touch of a button? And at the touch of that button, that automation is now sending out communication to every one of those buyers, to everyone of those customers. And that communication, for example, may have, what is the time of the appointment, what is the suggested agenda, what's my business order history to date, with the company? And then, wait for it, a suggested next order relative to that customer or that buyer. And oh, by the way, you can confirm that suggested next order at the touch of this button or that's what we can discuss during my sales call. And so that illustration I think really, really illustrates the business growth benefits of this potential automation. Imagine what that automation that I just suggested could do for your customer satisfaction. I'm providing buyers and customers key information.I'm saving them time and I'm making their appointment more productive. Imagine what this could do for our sales productivity and what this is doing for our sales reputation's skills and frankly, for our sales reps performance.

And finally, imagine as we start to convert some of those suggested orders that I just had in my illustration, imagine this as we start to convert those into actual orders and what that really translates to in terms of business growth.

So I think that that's, I think that's a good illustration of how we are increasingly taking intelligent automation to the next level and how we're associating it with your business growth.

Krista White: Yeah. Really looking at it holistically and making sure that the intelligent part is coming into play.

Claudio Garcia: Exactly.

Krista White: Well, thanks for being here with us and sitting down with us again. You can catch a replay of Claudio's keynote here on this channel and more Claudio in general, and Baker Tilly on the BP3 channel.