Digital Transformation: from automation to cost reduction


Results. All companies have always wanted to generate more results, be more profitable and more competitive in the market in which they operate.

If in the past all organizations had this premise as their objective, nowadays, in such a competitive and constantly changing market and with an increasingly digital consumer, informed and restrained in consumption, it is crucial that companies become more agile, efficient and flexible.

It is a fact that the pandemic accelerated the digital transformation and that it became part of the managers’ agendas by bringing innovation, connectivity and automation to their processes and decision making.

Therefore, companies that want to remain competitive and profitable, have to look at Data Analytics and Artificial Intelligence solutions as an essential tool to develop well-structured strategies, make more assertive decisions and ensure the optimization of all the organization’s processes.

Repetitive and complex processes, which require a lot of manual work and a lot of time spent by employees, when automated, represent gains of great relevance in terms of productivity and efficiency, in addition to more agile, centralized and flexible workflows, resulting in a cost reduction in the organization.

The production line of a factory, for example, or a stopped e-commerce system generates significant losses for organizations. By adopting disruptive technological solutions that automate more routine and time-consuming processes, the company not only eliminates superfluous expenses, but frees employees for more demanding, innovative tasks that require deeper knowledge, gaining more innovation, greater efficiency and flexibility.

The same happens with a more efficient management of stock, eliminating waste and unnecessary investments, or through more accurate predictive analyzes to be able to adjust operations according to demand, thus avoiding unnecessary costs.

Also, have you thought about the time spent by employees to enter documents? From the Finance department to Human Resources, many documents are manually entered into the systems on a daily basis. By being able to integrate and automate this task, teams gain time and precision in accessing the necessary data.

AI-based systems allow you to read documents, such as invoices or contracts, at a speed that a human being would not be able to do, which saves time and minimizes errors, freeing employees for more complex tasks.

Another important aspect to note is that automation allows for standardization and consistency in results, which increases the quality of the final product. This leads to an increase in the retention rate and the acquisition of new customers by having greater competitive advantages compared to its competition.

Automated processes can mean greater operational efficiency, but also reduced time to market, better customer experience and a more personalized response, in addition to lower structural costs.

This technology allows you to have a total view of the business processes and at the same time monitor, optimize and improve each one. According to a recent study by IBM, 91% of organizations use at least some basic automation.

Impact on the Client

As we saw earlier, automation does not only have an impact on business processes, but it is also decisive in the relationship with the customer, managing to greatly improve their level of satisfaction and loyalty. Process automation in customer service is increasingly frequent, for example, through chatbots or voice assistants.

The pandemic has generated an increase in online shopping, so consumers have become more demanding, not only in terms of delivery times, but also in the experiences that brands give. Today customers want impactful, personalized experiences and an efficient and fast service. They want convenience and 24/7 service.

In 2024, Insider Intelligence predicts that consumer spending on retail via chatbots worldwide will reach $ 142 billion, compared with $ 2.8 billion in 2019.

Using Artificial Intelligence and Machine Learning, chatbots help customers to schedule services, make recommendations, book reservations, solve problems or provide clarifications. But automated systems bring many other advantages, such as reminders of renewing customer service, as well as the possibility of enhancing cross-sell.

Disruptive technological solutions are undoubtedly powerful because they allow, in addition to reducing costs and improving operational efficiency, to offer an excellent and differentiating service by creating a more impactful and pleasant experience for the customer, which naturally leads to better financial results and an increase in brand awareness.