Skip to content
Home » CRM Trends 2023: Business Process Automation

CRM Trends 2023: Business Process Automation

If you are in the support team, you may receive a high volume of customer support requests via email or chat. And if you are the manager, you must distribute cases equally to support agents. If done manually, it is undoubtedly a time-consuming process. On the other hand, a Business Process Automation (BPA) tool can simplify this task in a matter of seconds.

Do you want to know how? Let’s understand.

A BPA tool can automatically sort and categorize incoming messages or queries based on keywords and phrases and then assign them to the appropriate rep. This allows you to save time and minimize errors that can occur with manual sorting. 

This is the power that the BPA tool possesses. 

Let’s understand more about BPA and why it is important to your business.

Business Process Automation (BPA)

Business Process Automation is a software to automate repetitive business activities so that employees can focus on other critical tasks that need to be done immediately. It is carried out to streamline end-to-end processes and achieve a specific organizational goal. Some business processes include sales forecasting, purchase order requests, marketing campaigns, etc. 

So, why should someone adopt BPA if you have a workflow automation technique? 

Although both approaches do the job of automating, there is a slight difference.

BPA focuses on using technology to automate entire business processes, whereas workflow automation only focuses on automating individual tasks. Let’s consider the example of marketing campaigns.

There are a whole lot of steps involved in carrying out a marketing campaign. It includes

  1. Setting up an objective 
  2. Identifying and segmenting audiences 
  3. Creating content and design 
  4. Generating ads
  5. Posting content 
  6. Generating actionable insights.

All the mentioned steps can be automated using different tools or software by setting up workflows. These steps, when combined, form a business process. In simple terms, BPA is the automation of multiple workflows that together make up a large business process.

Interested to know more about workflow automation?

Key areas that can be automated using BPA

With BPA, you can streamline business processes to increase efficiency, minimize errors, and cut down costs. Some key business areas that can be automated using BPA are as follows:

  1. Data Entry: Form filling, invoice processing, recording order details, etc., can be automated using BPA. 
  2. Customer Support: You can respond to common queries, route calls or cases, and provide automated chatbots for faster and more consistent customer service.
  3. Finance and accounting: Budgeting and financial reporting can be done to improve accuracy.
  4. Inventory management: It can automate inventory management, such as order processing, shipping, and tracking.

Bottom Line

Automation has been the core technology used in business and will continue to dominate the business sphere in the coming years. Integrating BPA with a CRM can improve functionality and help you stay focused on meeting business targets.