In today's fast-paced world, the impact of business technology extends well beyond just return on investment. It is the linchpin driving growth across various departments, including HR, sales, support, IT, and marketing. Each department uses a multitude of applications spread over on-premise and cloud environments to work smarter and faster. But let's face it, having to work with a plethora of applications translates into a lot of disparate information, siloed customer data, and repetitive daily tasks for the teams.
One way to address this challenge is by integrating these apps to sync data and automate tasks. By automating processes across all teams, you can optimize business operations, bring high levels of efficiency to workflows, and of course, save man hours every week.
Let's take a look at how automation can help you build digitally connected teams.
In this age of 'consumer parallelism', customers wander freely across different platforms and devices to find the best deal. The path to purchase now spans across multiple touch points and involves interactions with multiple teams. For any sales rep, making sense of these raw stacks of data scattered across channels and platforms is like bailing out the ocean with a bucket. The solution to this is simple – cross-department collaboration and collaborative selling.
According to a 2016 Salesforce report, 73% of sales teams believe that cross-department collaboration is critical to the overall sales cycle. With automation, organizations can enable collaborative selling to provide sales teams with a unified, 360° view of the customers, and help accelerate the purchase decision.
Additionally, sales teams can save more time every day by automating several sales processes including lead creation and prioritization, meeting scheduling, invoice generation, order processing, payment collection, email follow up, reporting, and many others. They can even schedule calls and messages to leads with a single click using the power of automation.
Here are 6 sales automation hacks to help you sell faster.
HR is usually thought of as a manual-intensive department laden with document-driven processes. Most HR teams will attest to the fact that the pressure to carefully manage the employee lifecycle from hiring through resigning, while trying to keep costs to a minimum, is a real ordeal.
However, this is all about to change as human capital management becomes completely automated in the next 10 years, as per a recent research. Automation is the best way for HR to ensure that their talent is being utilized on what they were hired for: managing and assisting employees in career management.
With electronic forms and automated workflows, HR personnel can attract bright minds in lesser time with fewer resources. More companies are now resorting to technology to automate laborious and time-consuming HR processes, including hiring, onboarding, employee provisioning, payroll, benefits administration, attendance tracking, performance reviews, etc.
CareerBuilder revealed in a study that HR teams who do not fully use automation lose an average of 14 hours a week on manual tasks.
In the present day, marketing automation has become a prerequisite for designing successful marketing campaigns. According to a Marketo-Ascend2 study, 91% of the most successful marketers agree that marketing automation is very important to the overall success of their marketing activities.
Despite the increased adoption, most marketers still struggle when it comes to integrating the data spread across their marketing, CRM, and sales tools. Tracking hundreds of leads on different platforms can make it difficult to plot accurate customer journeys. This is where automation comes in.
Earlier, it enabled marketers to automate tedious tasks, such as publishing campaigns on social media, email, mobile and/or web pages. However, with the advent of sophisticated, new-age automation tools, marketers can now successfully bridge the gap between sales and marketing. Automation connects disparate services and apps to help marketing teams in creating fully integrated campaigns that not only boost conversions but also increase upsell opportunities. Using automation, teams can craft data-driven communication tailored to specific customer segments and achieve maximum ROMI.
Learn how to create winning email marketing campaigns using automated workflows.
IT is one of the few teams that is available at the beck and call of every person in the organization, whether it is to ensure that the services are up and running or manage incidents. In addition to this critical role, companies are handing them the responsibility of supporting new initiatives such as implementation, IoT, and machine learning. As the complexity and number of projects continues to grow, IT personnel are struggling to keep up. This is the perfect opportunity to introduce automation in their day-to-day routine.
Automation can help IT teams in streamlining several repetitive processes, such as responding to similar kind of helpdesk tickets, updating incident status, marking spam, and more. Moving these manual tasks to an automation tool can dramatically improve efficiency, eliminate errors and allow IT teams to focus their expertise on more important time-bound projects.
With an automation tool in place, incidents are automatically triaged and assigned to the right individual at the right time, enabling team members to provide a greater level of support to both employees and customers. This, in turn, results in less remedial work, fewer outages, and better adherence to SLAs.
In any organization, more often than not, the customer service team is approached with an issue that they have encountered before. Much of the team's time is spent on performing repetitive tasks or responding to the same type of queries. Although emerging technologies are supporting customer service teams in easier problem solving, disconnected apps and siloed customer data often cause delays in the resolution process, leading to a negative customer experience. As per a study conducted by RightNow Technologies, 82% customers have disengaged from a brand after a bad experience. That's a huge number that can directly hit an organization's bottom line.
Automation offers the most logical solution to this; spend a few minutes today to save hundreds of hours in the future. From simple automations such as saving common replies, enabling notifications, setting up reminders, to more complex ones— including translating ticket content into a different language, adding them as new tasks and posting a reply to your customers—automation can help supercharge your customer support without compromising on the personal touch.
Learn how to post new Zendesk tickets on Cisco Webex Teams automatically.