Discover how DHL Group increased connectivity across the enterprise and automated multiple processes end-to-end
Definition of Business Process Automation (BPA)
Business Process Automation (BPA) is defined by Gartner as “the automation of complex business processes and functions beyond conventional data manipulation and record-keeping activities, usually through the use of advanced technologies.”
BPA is used to orchestrate and optimize entire end-to-end processes, fostering better integration, communication and collaboration across business units and functions.
Enhanced efficiency
Business Process Automation can execute routine and time-consuming tasks without any manual interference or delays. The practice optimizes resource allocation, therefore saving time and money and boosting productivity.
Greater transparency
BPA provides full visibility into processes, making it possible to view and assign responsibilities, track progress and monitor performance.
Better compliance
Business Process Automation allows businesses to embed compliance procedures into workflows ensuring that all regulations are adhered to reducing the risk of non-compliance and potential penalties.
Promotes collaboration
The practice unites business and IT teams enabling them to collaborate more effectively. Bringing business and IT knowledge together in fusion teams ensures that both departments’ needs are represented during a project and solutions are delivered faster.
Data collection
Automation tools collect and analyze business data in real-time, offering insights that help optimize processes and make informed decisions.
Enhanced customer experience
BPA makes contextual customer data readily available, facilitating faster response times and creating more personalized experiences.
Scalability
BPA allows organizations to handle increased workloads without having to acquire additional resources, making it possible for organizations to adapt to changes in the market with minimal effort.
Business Process Automation (BPA) and Robotic Process Automation (RPA) both aim to reduce manual effort and increase speed and accuracy. While RPA does this by automating individual tasks using bots, BPA automates entire processes, coordinating people, apps, bots and data across the organization.
One of the best ways to identify automation opportunities is by gathering feedback from those with experience working within your organization's processes. This insight helps determine where automation can support task execution and ease employee workloads. Analyzing your business data can also highlight areas that are suitable for automation as you can assess where manual interventions frequently cause delays or inconsistencies and apply automation.
Good candidates for Business Process Automation are processes that are:
High volume
Automation can handle processes that involve a high volume of transactions, data entry or repetitive actions without the risk of inconsistencies or mistakes that human workers may introduce. Additionally, automation can process large quantities of information much faster than employees, freeing up valuable human resources to focus on more strategic work.
Repeatable
Repetitive tasks like data entry, scheduling, and routine reporting are ideal for automation because they follow a predictable pattern. Automating these tasks increases accuracy, reduces human error, and minimizes inconsistencies. This process not only enhances efficiency but also allows employees to concentrate on more complex and creative tasks, ultimately improving job satisfaction and engagement.
Rule-based
Processes (or tasks within them) that are performed consistently with little variation are highly suitable for automation as automation tools can be programmed to follow defined rules, logic and decision-making criteria, ensuring that each task is executed consistently and accurately every time.
Time-sensitive
Unlike human employees, automation can work 24/7 to execute processes, meaning no delays and quicker turnarounds. This continuous operation capability ensures that critical tasks are not left pending outside regular business hours, minimizing downtime and enhancing overall productivity.
Business Process Automation can be used across core, support or management processes. Common BPA use cases include:
Employee onboarding
Automating onboarding tasks such as training, provisioning and payroll enables companies to ensure consistency and accuracy in welcoming new hires.
Customer service
Automating tasks such as call logging and status updates enables service agents to reduce response times and improve customer satisfaction. Additionally, automation tools can be integrated with customer databases to provide real-time access to customer information, allowing service agents to tailor their responses according to the specific needs of each customer.
Vendor management
Automation allows organizations to consolidate vendor information into a centralized database, creating a single source of truth that is both accurate and easily accessible. This centralization facilitates real-time updates and tracking of vendor interactions, enhancing data integrity and allowing businesses to maintain up-to-date records and foster transparent communication.
Governance and compliance – building key compliance steps into day-to-day operations with automated processes built into the apps that employees use to do their work.
Check out how some of our customers are implementing Business Process Automation in their organizations.
Not defining success
Failing to define how success will be measured makes it challenging to accurately assess process performance and measure ROI, leading to uncertainty about whether the automation initiative is delivering its intended benefits.
Employee pushback
Not involving employees early in the planning stages and failing to communicate how automation benefits their roles can lead to resistance. Successful Business Process Automation requires engaging employees from the outset, ensuring they understand the changes automation will bring and the positive impact it will have on their workload.
Understanding the current process
Failing to analyze and map out existing processes before implementing automation can result in little improvement in process quality. Ensuring thorough process mapping and involving cross-functional teams can help identify potential roadblocks and uncover hidden opportunities for optimization.
Looking for tips on how to overcome the top Business Process Automation challenges?
Worldwide logistics provider DHL deployed Business Process Automation across 24 business processes, including Duty VAT Billing, Vendor Master Data Management, Global Procurement Help Desk and more.
Bunzl transformed their customer enquiry process with automation, saving 7 days a month on call logs & reducing resolution time by 33%, enabling service agents to deliver a better experience to customers.
How is Business Process Automation related to Business Process Management?
Business Process Management (BPM) is a related practice to BPA. BPM is more focused on the process models themselves, and how to model, analyze, measure, improve and optimize business processes, according to Gartner’s definition.
Business Process Automation in the other hand applies to a broader set of activities: automating those processes and then applying them throughout the business to improve efficiency, promote collaboration and enable connectivity.
It should be noted though, that BPA evolved from BPM. The method builds on traditional BPM to help businesses further optimize end-to-end processes and deliver enterprise-wide digital transformation.
How do I create a Business Process Automation strategy?
Start by identifying a strong initial use case focusing on processes with clear rules, data inputs and significant business impact that aren’t overly complex. This approach helps establish best practices, build your team, and gain support for broader automation efforts.
Set specific, measurable goals by clearly defining the problems you aim to solve, such as reducing errors or improving efficiency. Tie these goals to tangible business outcomes, like cost savings or competitive advantages.
Plan a realistic timeline based on your organization’s resources. Decide whether to prioritize the project in full or split it into sprints to balance it with other business needs. Clear timelines improve success rates.
Build a multidisciplinary team including process experts and IT and involve key stakeholders early to address their concerns and secure necessary approvals for resources and budgets.
Select the right technology by evaluating tools based on cost, timeline, integration needs and system complexity. Match tools to your specific goals to ensure they meet your objectives effectively.
Finally, manage organizational change by communicating the plan transparently. Address concerns about job impacts, emphasize benefits like fixing inefficiencies and promote a positive vision to gain support for the transition.
How do I measure Business Process Automation ROI?
Businesses can (and should) measure the qualitative and quantitative ROI of their automation initiative. Qualitative KPIs can include customer service scores, employee satisfaction and business agility. Quantitative KPIs can include productivity figures, cost savings and service delivery timelines.
How do I choose the right Business Process Automation software for my organization?
When selecting the software for your automation project ask the following questions:
1. Is the platform versatile?
It should be able to support diverse use cases across departments and automate simple and complex processes to address varying levels of process complexity within your organization.
2. Is it easy to use from the start?
It should feature intuitive interfaces to allow a short learning curve even for non-technical users.
3. Can the platform scale with your needs?
An ideal platform accommodates evolving business practices, workforce changes, and market demands.
4. Does the solution fit your budget?
Balance cost with long-term value. Evaluate platforms based on features, ROI, and roadmap goals, not just price.
5. Is the vendor a partner, not just a provider?
Select a vendor committed to your success with strong support, training, and service throughout your automation journey. Ensure their approach and culture align with your needs for a lasting partnership.
