Digital Transformation Rule 8 - Automate

Digital Transformation Rule 8 is Automate.

Ensure where possible all digital processes are truly automated, which will encourage self-service. The necessity for manual involvement must be removed. Digital services can be carried out manually, but it does not work the other way around. Manual involvement at just one point in the process can completely defeat the object of what is trying to be achieved.

If any of your online processes result in an email being sent to a member of your team, then you may actually be introducing inefficacy. For example, too often I have seen a customer request a repair online only for this to have to trigger someone having to ten call them to take the details only to find the customer is no longer available and a series of calls are required. This type of 'spoof' online service, which lends itself to be automated, has to stop.