Workflow automation is the use of software to autonomously manage the flow of tasks and data in line with business rules, making it possible to streamline processes, reduce manual work, and enhance operational efficiency.
To understand workflows—and by extension, workflow automation—one should first understand the hierarchy of business activities. The most fundamental unit of work is a task. A task is a single assignment or even a single action taken towards achieving a business goal to be completed within a set duration of time. But tasks don’t exist within a vacuum; multiple tasks operating together create processes. And when processes are grouped together to achieve specific business outcomes and include multiple employees, they are called workflows. Workflow examples include:
- New-employee onboarding
- Authorization request
- Document approvals
- Help-desk tickets
- Purchase orders
- Customer-feedback processing
- Objectives planning
Workflows unite interdependent elements—tasks, processes, tools, people, etc.—and can be extremely complex. Manual workflows often represent a major drain on valuable employee time and effort. After all, crossing every ‘t’ and dotting every ‘i’ (and then double checking them just to be sure) means less time for more-strategic activities. To help streamline workflows while also ensuring accuracy, successful businesses turn to process automation.
Process automation, also called business process automation (BPA), takes interconnected tasks out of the hands of human employees, and instead uses advanced digital technologies to automate entire processes and workflows. Process automation is at the center of workflow automation.
Workflow automation software is a tool that uses rule-based logic to automate manual processes, such as data entry. More than being simply a tool for IT departments, this software makes complex business operations easier to manage, boosting efficiency, productivity, and the overall customer experience—thus making it an indispensable resource company wide.
Workflow automation software links groups of business processes, automating essential tasks, sequences, approvals, and more. In other words, essential workflows become self-driven, moving forward without having to wait for human action. This delivers several significant benefits for businesses.
It is said that employees are a business's most valuable resources. This is true, but only when those resources are deployed correctly. Employee time is finite, as is their ability to perform repetitive manual tasks accurately. When business workflows are fully dependent on employees, it can lead to bottlenecks, errors, and lost revenue. Workflow automation has the capacity to eliminate many of the risks associated with guiding connected processes to completion.
Some of the most impactful advantages of workflow automation include:
As mentioned above, processes are vital to ensuring that the correct steps are followed, and the right actions taken to achieve a business goal. Unfortunately, every additional manual step comes at the cost of time. The right employee must be notified that they are responsible for the next action in the process. That employee must then set aside enough time to complete the task and then reach out to the next employee in the line. And with every handoff and every action, time continues to tick by.
Workflow automation takes employees out of the equation at many of these key junctions. Handoffs are automated, immediately moving tasks forward in the instant that they are completed. At the same time, human input can be removed from many actions, such as entering data into forms, delivering messages, creating reports, etc. This allows for faster workflow completion, and improved efficiency throughout.
Efficiency and productivity go hand in hand. Freed from the drudgery of repetitive, time-consuming manual tasks, employees can focus more of their attention on non-automatable activities. Often, these include strategic and innovative initiatives capable of bringing in greater business value. At other times, workflow automation may empower employees to accomplish a larger number of basic tasks. In either case, the employee gains the ability to do more, moving the needle in ways that would not be possible with manual tasks monopolizing most of their time.
Management can likewise benefit from the improved efficiency offered by workflow automation. Many of the tasks and processes that depend on manager intervention can be automated as well—assigning roles, scheduling tasks, granting approvals, and more. Once again, this allows managers to accomplish more with their valuable time.
Automated workflows not only help move projects forward to where they need to go; they also create a detailed record of where the project currently is and where it has been. With increased visibility into processes and workflows, no one involved should ever be left wondering whether vital tasks are complete, what stage of the process they are on, or which proverbial ball is in which court.
Workflow automation helps promote and enforce accountability across all levels. When everyone knows who is responsible for specific tasks and can see the status of the workflow at every stage, excuses and finger pointing become a non-issue.
Most people accept the fact that no one is perfect. Where this becomes a problem is when that imperfection manifests itself as errors. And whether the error is a misplaced decimal, a forgotten step, or a neglected security precaution, the results can be devastating. Human error in the US results in combined business losses amounting to multiple trillions of dollars, every year.
But where humans may falter, machines are capable of maintaining full attention and providing consistent results, every time. By adhering to pre-specified rules and methodologies, workflow automation programs provide unmatched accuracy. Even those tasks that require complex thought may benefit from workflow automation, thanks to advances in AI-based intelligent automation.
Accomplishing more in less time and with fewer errors—each of these benefits ties directly back into the primary advantage of workflow automation: A better experience for the customer. It’s not difficult to see why.
Error-prone, slow-moving processes create delays in service and product deliveries. They lead to ineffective service and support. They leave the clientele feeling frustrated and unsatisfied. Workflow automation eliminates many of these issues, optimizing business processes in ways that directly and indirectly benefit buyers.
Although workflow automation incorporates some extremely complex technologies, at its heart, it tends to rely on conditional rules for determining when and how to trigger a new task or process. Using pre-determined if/then statements (such as “if a customer clicks the ‘talk to an agent’ button on a website, then an automated notification is sent to the corresponding salesperson”), the automated system keeps the processes moving forward in the correct direction. These processes can also include branches which shift between different paths depending on the actions taken by employees and other stakeholders within the workflow.
Making the transition between manual and automated workflows relies heavily on understanding the distinction between tasks, processes, and workflows. To begin making the transition to automated workflows, businesses should start by auditing their existing business processes. After the audits are complete, they then need to establish the logic for how those processes can be automated to form digital workflows.
Dynamic workflows and static workflows represent two distinct approaches to managing business processes through automation. The key differences have to do with adaptability and flexibility:
Dynamic workflows are highly adaptable and responsive to changing conditions and requirements—adjusting their courses of action based on real-time data, user inputs, or external events. Dynamic workflows use templates and are ideal for processes that involve complex decision-making, multiple branching paths, and variable conditions. They can optimize resource allocation, respond to unexpected situations, and ensure processes remain efficient and effective in dynamic business environments. When enhanced with automation technology, dynamic workflows promote increased agility.
Conversely, static workflows follow a predefined, rigid sequence of steps that do not easily accommodate changes or deviations. As such, these workflows are best suited for processes with well-established, unchanging procedures. Static workflows may require manual intervention to handle exceptions or modifications, and while they offer simplicity and stability, they may not be as efficient in scenarios where processes need to adapt to address evolving circumstances.
Occasionally, the terms ‘workflow automation’ and ‘robotic process automation (RPA)’ are used interchangeably. But while both are technologies used to streamline and optimize business processes, they are not exactly synonymous.
Workflow automation focuses on automating entire business processes, including task coordination, data routing, and decision-making. It often generally relies on rule-based logic to ensure that tasks move smoothly towards completion through a predefined sequence. By comparison, RPA primarily involves the use of software robots (called ‘bots’) to automate repetitive, rule-based tasks that mimic human actions—such as data entry, data extraction, and copy-pasting between applications. Workflow automation is ideal for managing complex, multi-step processes that involve human collaboration and decision points, while RPA is well-suited for tasks that require interactions with various software systems but may not involve complex decision-making. RPA can be a part of workflow automation, but it typically focuses on automating specific, isolated tasks within a larger process.
Automated workflows are major efficiency boosters, taking many mundane, repetitive tasks off employees’ plates and letting them concentrate on more strategically important activities. Of course, getting to that point still takes some work. To set up workflow automation, consider the following steps:
1. Select a process for automation The first step is to identify a specific process that would benefit from automation. This could be a complex business process involving multiple tasks and stakeholders, a simple-yet-repetitive task that consumes valuable time, or a task that is currently inefficient or that suffers from human errors. Whatever the case, understanding the process thoroughly is crucial to determine where automation can bring the most significant benefits.
2. Establish how the process will flow With a process selected for automation, the next step is to lay out exactly what steps will be involved in the workflow. This requires a clear understanding of the process and every task involved.
3. Identify the business goals that will be impacted Clearly define the business goals and objectives that are to be achieved through automation. Will the automation exist primarily to reduce processing time, minimize errors, improve customer satisfaction, or achieve cost savings? Having well-defined goals helps guide automation efforts and establish how to measure their success.
4. Invest in the right tools With the process fully mapped, select appropriate workflow automation software or tools. These resources will need to align with the established process and goals. Ensure the software offers features capable of streamlining the workflow. Factors to consider include scalability, user-friendliness, and compatibility with existing systems.
5. Train the workforce Properly train all relevant employees on how to use the automation software and understand the new automated workflow. Ensure they are comfortable with the technology and fully aware of their roles within the automated process. Encourage them to provide feedback and suggestions for improvements.
6. Choose the right metrics and KPIs Define metrics and key performance indicators (KPIs) to measure the success of the automated workflow. KPIs could include metrics like cycle time, error rates, cost savings, or customer satisfaction scores. Regularly monitor these KPIs to assess the impact of automation and identify areas for further optimization.
7. Continually revise and improve the automated process Workflow automation is not a one-time effort but an ongoing process. Regularly review and analyze the automated workflow's performance and seek opportunities for improvement. Solicit feedback from employees and stakeholders and be open to making adjustments to enhance efficiency and meet evolving business needs.
Wherever workflows are used, workflow automation stands to optimize the work and streamline the processes for greater efficiency, productivity, and accuracy. As such, most teams and departments can benefit from workflow automation. Here are several examples of how various teams employ workflow automation:
Workflow automation handles time-consuming lead management tasks, such as adding or removing leads from the sales pipeline, advancing leads through the pipeline in response to specific actions, sending pre-written sales emails, and triggering other tasks based on customer and team actions. Many sales teams rely on customer relationship management (CRM) systems for their workflow automation needs, while others go beyond CRM, bringing together sales, marketing, and other departments by employing advanced customer service management (CSM).
Many of the tasks associated with effective marketing can be extremely repetitive, making it well suited for workflow automation. Posting updates on social media, creating and sending marketing emails, and automatically adding users to drip campaigns when they access gated resources are all workflow automation use cases in marketing.
A primary mandate of human resources departments is to create and support a positive employee experience, which can be difficult when employee processes are overly complex or time consuming. Workflow automation helps employees easily navigate these processes, providing assistance in signing up for and accessing benefits, guiding new hires through onboarding, and automating document submission. Additionally, workflow automation assists HR teams in managing and guiding potential hires.
When a company’s information technology is at stake, there is a lot riding on finding a resolution. IT departments can use workflow automation to manage IT support tickets, automatically assigning agents, tracking statuses, and confirming updates—all without the risk of creating duplicate cases.
Workflow automation bridges the gaps between customers and customer service agents. Emails can be automatically created and sent to help onboard new clients, customers can be added to individual campaigns based on their purchases, support tickets can be created and prioritized based on relevant factors, and satisfaction surveys can be shared to help generate valuable customer feedback.
Once processes are optimized and existing workflows defined, the work of transforming processes can begin. Success requires careful collaboration between executives, IT professionals, and the broader workforce. Here are a few key success factors to consider:
Executive support
Although workflow automation is not necessarily a top-down initiative, executive support is crucial to helping prioritize the resources required and to provide broad, organizational support. Without buy-in from key decision makers, deploying workflow automation in any comprehensive way may not be possible.
IT transition
Automation does not mean discarding older platforms or the professionals who oversee them. Instead, it helps clarify their roles and establish their functions within the new workflow. Work with IT staff during the transition to digital workflows, as their expertise with legacy systems will be crucial in getting the most out of workflow automation.
Broad organizational change
Digital transformation impacts basic processes on which companies rely, and this requires buy-in and engagement from the entire workforce. Chatbots, machine learning, natural-language voice commands, and predictive analytics are all poised to influence workflow automation, but people will always be at the center of digital workflows. This means that if an organization wants to see their workflow automation efforts pay off, they will need to change the underlying structure of how you’re their organization operates—starting with the people who drive it.
When considering a workflow automation solution, it is essential to choose one that aligns with the specific needs and objectives of the company. And while this may mean slightly different things to specific industries or organizations, certain elements tend to remain essential regardless of the business. Among the essential factors that make up an effective workflow automation solution are the following:
AI enables organizations to create smarter workflows by incorporating machine learning algorithms and predictive analytics. This improved the business' capabilities to detect major incidents, discover hidden patterns in data, and identify opportunities to automate tasks and decision-making processes. Taken further, this can lead to more efficient and adaptive workflows able to learn and improve over time.
APIs are connectors that facilitate seamless integration with various systems and applications. The availability of flexible and comprehensive APIs is critical for allowing workflows to interact with third-party systems. This connectivity enhances the adaptability of workflow automation, allowing it to interact effectively within an organization's technology ecosystem.
If something isn't measured it is unlikely to improve. Process mining and analytics offer visibility and insights into workflow performance, ensuring that workflows operate efficiently to achieve desired outcomes. Process mining tools analyze workflow execution, highlighting bottlenecks and areas for improvement, while analytics capabilities provide data-driven insights for informed decision-making.
RPA is instrumental in automating repetitive and manual tasks, especially in scenarios involving legacy systems. This technology reduces human intervention in routine processes, leading to increased accuracy, speed, and consistency in operations. As an added bonus, robotic process automation can free valuable professionals from having to perform many important (yet low effort) tasks, giving them the opportunity to invest their time in more strategic concerns.
Low-code platforms provide a visual development environment that requires minimal manual coding. This empowers both business users and IT professionals to create, customize, and modify workflows without extensive programming expertise. Low-code capabilities are essential because they democratize the automation process, enabling a broader range of employees to contribute to workflow design and implementation. This flexibility not only accelerates the automation process but also promotes collaboration between technical and non-technical teams within an organization.
No business solution is an island; for workflow automation to be effective, it must be capable of exchanging information with the other systems that power the organization. Preconfigured connectors are designed to work seamlessly with popular tools and systems to reduce costs, complexity, and risk. Additionally, native integrations with commonly used platforms, such as cloud services, databases, and enterprise applications, allow organizations to leverage their existing investments in software and infrastructure while harnessing automation to enhance productivity
Processes and workflows ensure that your teams are taking the correct steps to accomplish tasks, completing goals, and meeting requirements. Workflow automation streamlines these essential aspects of modern business, applying advanced automation and management capabilities for faster, more-efficient workflows. But workflow automation does not happen on its own. To get the most out of your automated processes, you need the right workflow automation software and support.
The ServiceNow AI Platform brings robust workflow automation tools together in a single, centralized platform. Featuring the essential capabilities mentioned above and helping organizations apply tried-and-true best practices for workflow automation, ServiceNow solutions help you improve employee performance and better meet the needs of your customers. Here’s how:
- Flow Designer simplifies multi-step workflow creation without manual scripting.
- Decision Builder eliminates data re-entry with intuitive if-then decision rules.
- The built-in playbook provides repeatable process execution for clarity and efficiency.
- Process Automation Designer connects siloed steps for end-to-end process visibility.
- Dedicated digital workspaces streamline task assignment and completion for agents.
- RPA accelerates automation by connecting legacy systems and reducing manual tasks.
- Process Mining and Analytics offers complete visibility and control for optimized workflows.
Schedule a demo today to learn more about ServiceNow automation and the ServiceNow AI Platform and see for yourself just how far workflow automation can take you.