The Importance of Staying Human
Why finding the right balance between process automation and the human touch is so important in business.
Why working with the robots is a key to long term success…
The robots are coming. Tech executives and politicians alike warn us of an emerging crisis – one where machines and automation replace humans. The growing use of software- based robots are helping us with tasks that don’t require human intelligence, creating fear amongst some employees that they will eventually be surplus to requirements.
But here’s the thing. They are already here. Working in management, speaking to our customers, watching our every working move. And guess what? We still have our jobs. But at what cost to the human angle of a business, and how can we befriend our automated foes?
What is Automation?
Put simply, automation describes technology applications where human input is minimized. Basic automation takes simple tasks and automates them. Process automation manages business processes and is typically handled by dedicated software and business apps. Automation isn’t about doing our jobs, but about helping us to do them better.
If you have ever set up a subscription workflow, used predictive text on your mobile phone, or set your thermostat remotely – you have used automation.
The Advantages of Automation
Used correctly, automation can increase productivity and efficiency within your business. It can deliver new insights and suggest solutions to challenging situations. Saving time, it can improve your service offering and enhance the quality, allowing you to allocate resources more effectively. Customer enquiries can be directed to the correct department immediately, workflows are streamlined. You can rest knowing that your processes have been implemented without any intervention.
So, What’s the Problem?
When you implement automation into your business, it’s easy for the balance to tip in the favour of the robot, removing humanity from the process altogether. We’ve all faced (or perhaps even argued with) the “bot” who just can’t understand the simplest of requests – driving us into despair and raising our stress levels. Kind of counter -productive considering it is meant to make the experience more enjoyable.
“Balance is Key. Move and Stay Still…” – Rachel Brathen
Balance is key. Automation should free us from the jobs we aren’t so good at, or don’t have the time to spend on – allowing us to enrich the human-to-human communications we do have. It should help the customer along on a more enjoyable journey – guiding to them to the real- life person who can enrich their experience even more.
Recognise that automation doesn’t have to be robotic, and your customers may not even realise it is part of the process. If you do it well, automation can strengthen your brand, helping your customers connect with the real members of your team.
Workflow automation keeps you ahead of the market and competition
Automation has found its way into many sectors – wholesale, retail, transport and storage are already big users, but the recent pandemic has accelerated its use in others, including the property market.
With prospective buyers unable to visit properties in person – property professionals have had to rethink their digital presence, finding new technology and automated processes to help them. From automating sales processes with lead capture solutions, to virtual business numbers for on and offline marketing campaigns and automating new tenancy applications – the opportunities of digital infrastructure offer huge potential in a post pandemic world.
It’s fair to say automation is a game changer in a competitive environment like property – increasing operational efficiency and improving service to the end user. However, as important as these technologies have become, they can never replace the interaction and personal touch that only a human can provide. Reading the body language of a tenant, translating trends or sharing industry knowledge are things technology can’t help with, but an industry professional can.
There is no doubt automation will continue to play an important role in the property market – helping to streamline processes and allowing professionals to focus on service delivery – but it’s clear that the real winners will be the ones who find the balance between robots and humans. By working together, they will achieve greater efficiencies, increased revenue and happier customers. All without a robot takeover in sight…
Help is at hand for property professionals
Apex creates intuitive and engaging software solutions that help people work more effectively. We help property professionals across the globe save time, cost and increase productivity. To find out how we can help you with your automated processes, call us on 0203 875 4468.
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