The limits of business process automation

The automation of business processes inherently involves crossing multiple data sources but also integrating various tools used by such and such. However, these prerequisites are not so easy to implement. This is highlighted by a study carried out by the firm Coleman Parkes Research and Mulesoft. While 82% of respondents agree that the alignment between IT and operations has improved over the past twelve months, 75% of automation projects are hampered by security concerns and data silotage.

Several benefits were noted by respondents to improving strategic alignment: better collaboration (63% of respondents), better customer experience (58%) and improved operational efficiency (49%). This operational efficiency is cited as a priority by 54% of respondents before creating better connected customer experiences (50%), improving productivity (49%), increasing agility (48%) and being more data driven (45%). The automation of business processes is pointed out as a basis for meeting these challenges. It is implemented by 92% of French companies. 89% believe automation is a way to create better connected customer experiences. The IT department is behind 74% of automation projects.

Undeniable advantages and considerable brakes

This automation also aims to meet several challenges reinforced by the Covid-19 health crisis. Thus, agility was cited as an essential improvement by 54% of respondents and is now cited by 68% of respondents. Logically, 78% of respondents believe that IT has gained in importance in obtaining business results over the past 12 months, “significantly” more important for 38%. To achieve the goals, 72% believe that systems integration must progress. 81% believe that being able to connect data in low / no code would improve the business by improving their productivity (52%), being more data-oriented (48%), improving operational efficiency (48 %), create better connected experiences for customers (46%) and become more agile for change (45%).

Several obstacles to automation were also mentioned by respondents. Very clearly, the issue of security and governance comes first among the sources of difficulties that can hinder the rapid deployment of an innovation, with 80% of respondents citing it. The very complexity of the IS is a source of security problems for 62% of respondents. 88% of respondents admitted that security concerns prevent them, at least to some extent, from allowing non-technical users to integrate data sources.