More and more businesses are adopting digital transformation, and service providers (xSPs, MSPs, ITSPs, CSPs, as well as ILECs and MSOs) that continue to adapt and evolve are at the forefront. However, there are still improvements that can be made. Platform automation allows these agile solutions providers to remain relevant and ahead of the ever-changing technology curve. Taking the time to invest in platform automation provides many benefits for both your customers and internal teams. So, you may be thinking, ‘what is platform automation, and why do I need it?’ Read on to learn more and answer these questions.
What is Platform Automation?
Platform automation is the use of software tools to automate repeatable processes across a company’s tech stack. Service providers can take advantage of automations to reduce manual labor and help eliminate human error.
In this digital transformation age, customers expect a more streamlined digital experience, that’s where platform automation comes in.
No-Touch or Low-Touch Provisioning
A major benefit of automation is no-touch and low-touch provisioning and deployments. This allows service providers to quickly deploy new services, with little to no human interaction or intervention.
When using multiple platforms, platform automation can simplify any onboarding or offboarding of staff for businesses of any size. Thereby reducing the cost and time investment and improving the quality of work for your internal customer service and experience, and operations teams.
While it can take over 30 minutes (Source) to onboard a new user onto your communications platform, automating the more mundane aspects can cut that time drastically.
Why wouldn’t you want to utilize platform automation?
Platform Automation Creates Agility
The emphasis is on an automation framework that’s agile, easy, and streamlined. This includes low to zero “touch” yet highly digital and encompassing lots of communications channels with all the applications, tools, and data the user requires, anywhere, anytime, and on demand.
Platform automation (process and workplace/workflow automations) provides a centralized point of control over the customer’s UCaaS solution, providing a more easily repeatable and consistent experience.
Employees expect a Consumer (B2C) experience even in a B2B environment. They want it clean, easy, fast, and simple, using easy-to-understand terms (not tech jargon). Thus, enhancing the team’s experience (they feel better working) which should equate to better productivity, lower employee churn, and in turn happier customers.
How to Achieve Platform Automation
Service providers should have the proper infrastructure in place. If you’re using a multitude of platforms and applications, it’s important to determine and prioritize what needs to be integrated into your existing ecosystem.
In addition to infrastructure, you need to have the right partners in place. Create lists of your current automation requirements, as well as future automation goals, and see if a current platform or integrated third-party vendor already has done the work for you. You may be surprised to find various partners that may check many of your “boxes” off on your lists.
Here’s some of what to consider when finding a communications platform that fits your needs:
- Assess internal pain points, repeatable processes and other automation needs (consider your staff, chronic or troublesome tickets, and future roadmap).
- Review customer needs and expectations (review customer requests, and verticals you focus on)
- Communication and collaboration plan (how your audience wants to communicate)
- Perform a SWOT analysis
And, remember, it’s not just the desk phone anymore. Mobile apps, SMS/MMS, instant messaging. Some call it “hypermobile.” There are digital workplace and automation management platforms that may provide end to end ecosystem solutions as well.
Here are a few of the processes that can benefit from even the simplest of platform automation:
- Automating specific functions of support tickets and knowledge base queries
- Monitoring and alerts can benefit from automation and AI
- The automation of remote diagnostics and reports
- Repeatable business operations (renewals, feedback surveys)
P2P and Platform Automation Made Simple
The end goal of platform automation is to automate repetitive tasks and improve business processes. It allows your business to be agile and adapt to any situation that arises in this digital age.
Automation is no longer a “nice-to-have” but a necessity. Platform automation enables your business to remain efficient, cut costs, improve morale, and perhaps most importantly, reduce errors. If you haven’t achieved platform automation, the experts at P2P are here to help and provide the answers you’re looking for. Contact us today!