How a Lack of Automation Hurts Companies

By Dennis McCafferty

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How a Lack of Automation Hurts Companies

Most managers still use manual methods, such as email, to order work-related services, even though they turn to Websites and apps to do their personal shopping.
Onerous Approach

Seven out of 10 managers surveyed still use manual methods (like email or the phone) to order work-related services such as purchase orders or IT support.
Simple Solution

Just 43% said manually ordered workplace services are easy to use, compared with 60% who said automated workplace service orders are easy.
Satisfied Customers

79% of the respondents find automated online consumer services (like Amazon or Uber) easy to order, and 65% said the entire process—from requesting to receiving these services—is fast.
Online Order

59% use the Web most often to order consumer services, but just 28% use the Web most often to order interdepartmental services.
On the Go

25% of the global managers surveyed use mobile apps most often to order consumer services, but only 5% use mobile apps most often to order interdepartmental services.
Outdated Option

48% depend on email most often to order interdepartmental services, but just 10% use it most often for consumer services.
Time Drain

Four out of five respondents said the need to monitor email interferes with their ability to complete tasks, and nearly half said they spend an hour or more on work email after hours.
Stressful Outcomes

49% said using manual processes to order interdepartmental services gives them less time for strategic initiatives, and 48% said it causes them stress.
Unproductive Outcomes

47% of respondents said relying on manual processes to order interdepartmental services results in lower productivity.
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At home, we don't think twice about ordering car rides from Uber and, well, pretty much anything from Amazon. And we usually consider such sites and apps easy to use, with relatively fast delivery of services or products. However, the widespread consumer adoption of automated online ordering hasn't migrated to the workplace, according to a recent survey from ServiceNow. The resulting report, "Today's State of Work: The Service Experience Gap," indicates that most managers still use manual methods to order work-related services (such as IT support), even though they turn to Websites and apps to do their personal shopping. The most common manual tool of choice on the job is email, which results in time-consuming processes that interfere with productivity. "Today, online consumer services are easy to use, delivering products and services quickly and efficiently," the report states. "Most companies have a maniacal focus on the experiences of their customers, pulling out all the stops to build both satisfaction and loyalty. They realize that it is very easy for a customer to take their business elsewhere. [But] companies aren't applying those same principles to their internal-facing experiences. The workplace still relies mainly on email, first popularized in the 1990s. … In effect, workers have to leave their 21st century lives at the door when they go to work." A total of 2,400 global managers took part in the research.

This article was originally published on 2016-06-24

Dennis McCafferty is a freelance writer for Baseline Magazine.

How a Lack of Automation Hurts Companies

How a Lack of Automation Hurts Companies

Onerous Approach

Simple Solution

Satisfied Customers

Online Order

On the Go

Outdated Option

Time Drain

Stressful Outcomes

Unproductive Outcomes