Automation applied to a bad process just produces bad outcomes faster. Redesign first, then automate.
Speed isn't the goal
The point of automation isn't to do the same thing faster. It's to remove steps that shouldn't exist and to make the remaining steps reliable.
Before automating an enquiry process, ask whether the qualification questions are the right ones, whether the follow-up sequence would impress you as a customer, and whether the handover to a human happens at the right moment.
A sensible order
Map. Simplify. Standardise. Then automate. Most SMEs skip the middle two and end up with an expensive version of the problem they started with.
Curious how this applies to your business?
The Digital Growth Score takes two minutes and shows where the opportunity sits.
Get Your Digital Growth Score