Customer Experience
Why hyperautomation is a crucial part of the next generation operating model
I’m going to say something controversial. I’ve been in the tech industry for years. I work at ServiceNow. I completely understand the need for constant evaluation and progression when it comes to our systems and processes. Yet, I think the term “digital transformation” has been overused.
For me, it risks becoming something vague—just another umbrella term or buzzword used to sell the next big innovation.
Instead of throwing the phrase around, I want to dig into what it actually means. What components of digital transformation can help our businesses thrive during uncertain times?
The key element, for me, lies with hyperautomation.
Hyperautomation is a practical, tangible way we can boost efficiency, stay agile and, most importantly, empower employees to do their best work. For those looking to truly embrace a new and transformed operating model, it’s time to start thinking about the role of hyperautomation in your business.
Embrace hyperautomation now
At ServiceNow, we’ve spoken a lot about advancing to a new operating model. To do that, we must get back to purpose.
Think about your company's purpose—perhaps more importantly, the individual purpose of your people. We’re in the midst of a talent crisis, and being able to attract and retain top-tier talent is key to a company’s success. Hyperautomation can help us do just that.
Very few people want to turn up at work to shuffle paper around. Your employees want to be given a purpose within your organisation—to contribute to high-value tasks and company growth. Hyperautomation can free them from the laborious, administrative tasks and email, giving them more time to focus on the tasks that have a higher purpose.
The benefits of this way of thinking aren’t just limited to your internal operations.
The benefits of hyperautomation in action
Better internal operations make for happier customers—it’s just a fact. Although adding hyperautomation to your business in a way that makes your employees more efficient may sound like something that’s a million miles from the customer, there’s actually a direct link between the two.
If you can speed up operations, help departments work seamlessly together, or boost internal productivity, you’re providing added value, which gets passed onto the customer. And this isn’t a particularly new concept.
Whatever your industry, there’s something to learn from the age-old Toyota model, which utilises lean automation on the production line in a way that can catch and resolve problems before they can travel any further.
What this does, put simply, is serve to eliminate human error from the production process and remove the need for quality checkers at a later stage—in turn saving administrative resources, time, and money.
A big red button that can stop a process as soon as a fault is spotted will help save a whole host of problems from growing. That’s exactly what hyperautomation and new ways of working can do for a business.
The future of the new operating model & hyperautomation
Hyperautomation and the new model are intrinsically linked. The model itself is about better collaboration, and bringing processes across a whole organisation together to serve one higher purpose that’s linked to your customers. Hyperautomation does the same thing but faster.
Working collaboratively feels better than working in silos. For one, when you work with different people, you get different insights and different perspectives into creative problem-solving.
That’s what a transformed operating model is about. Hyperautomation simply gives employees the tools to make the very most of it and keep up with the ever-increasing pace of evolution.
To learn more about hyper automation visit the ServiceNow team on our latest TV show.
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