What Is Workflow Automation?
- What are examples of workflow automation?
- How is workflow automation different from business process automation?
- Why does workflow automation matter for CRM?
- What are workflow automation examples for CRM?
- What are the benefits of workflow automation for CRM?
- How can you learn more about workflow automation for CRM?
How is workflow automation different from business process automation?
Business process automation (BPA), sometimes referred to as process automation, is the larger umbrella for all things automation, including workflow automation, robotic process automation (RPA), straight-through processing, and work routing.
BPA often encompasses an entire process made up of multiple workflows across different departments, users, and integrations.
An example of business process automation is client onboarding, which includes workflows across sales, finance, and service:
- Sales Workflow 1: Initiate New Client Welcome (auto-launched)
- Sales Workflow 2: Set Up Account
- Service Workflow 3: Request Support
- Finance Workflow 4: Set Up Auto Payments
Why does workflow automation matter for CRM?
“Automation gives people the bandwidth and breathing room to do more interesting, more inspiring, and more valuable work that moves the business forward, such as building customer relationships or making hard decisions on what to do next.”
Automated workflows also help remove bottlenecks, serving up insights to the right employee at the right time, in context of what they’re working on. For example, an intelligent workflow can integrate CRM and enterprise resource planning (ERP) systems to deliver consumer buying insights to sales teams.
What are workflow automation examples for CRM?
Automating CRM workflows helps service teams scale customer experiences, enables sales teams to spend more time building and maintaining deep customer relationships, and enables businesses to increase the speed of work across every department, including human resources (HR), IT, and finance.
1. Automated workflows for service - Customer service teams need to deliver quality support and case management — quickly. To do so, they are using human-centric workflows designed to unify and streamline multiuser, multistep touchpoints across any device or department. If a service agent doesn’t have to spend time entering data at the beginning of a call, for example, that may translate to more quality time with the customer, ensuring their case is solved properly.
Examples of automated workflows for marketing:
- Social media scheduling workflow
- Negative review response workflow
- Customer opt-out workflow
- Lead generation synthesis workflow
- Engagement report workflow
Examples of automated workflows for IT:
- Service request-handling workflow
- Employee account setup workflow
- Software and device request workflow
- Project request workflow
Examples of automated workflows for HR:
- Employee onboarding workflow
- Benefit enrollment workflow
- Expense management workflow
- Payroll, budget, or timesheets approval workflow
- Performance review workflow