Making Hyper Automation Work in Your CXM Journey
Hyper Automation
Are you tired of wasting time on repetitive tasks that could be automated? If so, you're not alone. Businesses around the world are turning to hyper-automation to improve efficiency and enhance the customer experience. Hyper-automation is key for delivering better customer experiences. But what exactly is hyper-automation, and how can it be used to improve your CXM journey?
What is Hyper Automation?
Hyper automation refers to the application of advanced technologies and techniques, such as Artificial Intelligence (AI), Machine Learning (ML), Robotic Process Automation (RPA), Business Process Automation (BPA), process mining, event processing, and low-code/no-code development tools, to automate tasks and processes in a business environment.
The goal of hyper automation is not only to automate routine tasks but also to create a system where decision-making processes are automated, leading to an environment where machines and humans can work together to achieve better outcomes.
By utilizing this multidimensional approach, hyper automation can automate complex and intricate business processes, significantly improving efficiency and productivity. It also helps in ensuring process compliance, reducing human errors, and decreasing time to market, thereby optimizing overall business performance.
Start small, build incrementally
At Merkle, we take a strategic approach to scaling automation within an organization by starting small and building incrementally. Rather than taking huge investment risks with uncertain long-term return, we recommend starting with quick automations that deliver fast ROI and improve efficiency.
This approach provides a better hyper-automation path by reducing risk, ensuring cost transparency‎ and focusing on measurable success. By identifying quick wins and delivering immediate value, businesses can gain momentum and gradually scale automation across their enterprise. This approach also ensures a smooth transition to a more automated environment.
The Benefits of Hyper Automation for Customer Experience Management (CXM)
Hyper automation offers numerous benefits for CXM, including:
- Increased Operational Efficiency: Hyper automation streamlines business processes by automating repetitive and mundane tasks. This leads to a significant reduction in process time and minimizes the possibility of human errors, resulting in enhanced operational efficiency. This efficiency can be redirected towards more critical customer-centric tasks, further improving the customer experience.
- Improved Personalization: With AI and machine learning capabilities, hyper automation enables more personalized customer interactions. AI can analyze customer data and behavior to provide insights that help tailor services to individual customer needs. This level of personalization helps in improving customer satisfaction and loyalty.
- Superior Customer Service: Hyper automation integrates tools like AI-powered chatbots that can provide instant and accurate responses to customer queries, thereby improving the speed and quality of customer service. It can also manage customer cases (Case Management) and documents (Document Management) to ensure a multichannel unified experience. Moreover, automation can ensure a 24/7 service availability, catering to customer needs at any time.
- Resource Optimization: By automating routine tasks, employees can focus more on complex and value-driven tasks. This not only optimizes the use of human resources but also improves employee satisfaction and productivity, which indirectly positively influences the customer experience.
- Insights and Analytics: Hyper automation provides robust analytics and real-time insights into customer behaviour, preferences, feedback, process performance and bottleneck identification. This data-driven approach aids in making informed business decisions, predicting customer trends, and formulating effective strategies for improved customer experience.
In conclusion, Hyper automation is a powerful approach for enhancing the customer experience, improving efficiency, and reducing costs. At Merkle, we take a strategic approach to scaling automation within an enterprise, delivering quick automation solutions that fill software gaps and create immediate value.
By leveraging multiple automation technologies, we cover an end-to-end scope and help businesses build a better hyper-automation path resulting in a successful CXM journey. We invite you to learn more about how Merkle can help you implement hyper automation in your organization.
Contact us today to schedule a consultation and discover how we can help you achieve your automation goals.
Client case in Business Process Automation: Bank – Loan Origination
The challenge
Founded in 2007, our client is pioneering the wave of Next Generation Bank. They aim at providing the best customer experience and sustain growth. With a goal to fully digitalize and automate the Loan Origination Process, which includes multiple products and approval steps, our client also expected the best employee experience and a positive impact in the business growth.
The solution
Merkle provided the overall guidance to create greater customer and employee experiences through a paperless workflow.
In collaboration with the stakeholders, we redefined their processes and advised on strategic functionalities to design an effective solution that was developed using a BPM platform.
We used a fast-pace incremental delivery approach using agile methodologies, coached the Bank stakeholders to ensure everyone was able to work under the same framework, and delivered the project in 3 months.
The result
Our client has improved the employee and client’s experience in personal loans, strengthened their due diligence and accuracy, and improved the collaboration between departments in loan origination, credit cards requests, and overdrafts management.
One of the outcomes was a reduction on time-to-disbursement (the time since the beginning of the loan application until the money enters the client’s bank account) from 2 Weeks to just 2 hours.
Revenue Growth:
Thanks to the shorter time to access the loan, customer satisfaction is much higher, and the churn rate decreased, thereby leading to more margins per customer and more revenue.
From Manual Processes to End-To-End Automation:
New digital and optimized workflows are in place, covering the entire Loan Origination process, from application to approval and disbursement, across teams, and distinct types of loan, supporting knowledge workers to take complex decisions, as well as to automate critical and standard activities.
Pricing Personalization:
Thanks to case management and workflow capabilities, it is now possible to define different pricing based on customer profiles and obligations.
All Data Available immediately:
Relationship managers have all the information they need and all necessary to-do actions on a single platform, eliminating the time-consuming activity of navigating across many systems to retrieve customer data, reduce data entry error, and speed up the entire process.
Ensured Compliance:
Automated checks on Anti Money Laundering and compliance requirements like a national Blocklist, World Check, criminal history, social information, automatic complex calculation of loan eligibility, as well as audit trail, help the organization in fulfilling all regulatory requirements in a smarter, quicker, and more efficient way.
