How low-code automation combats employee burnout
- Combating employee burnout is a high priority for organizations - can low-code automation hold the key to job satisfaction and work-life balance? John Kucera of Salesforce looks at the possibilities.
Automation, driven by low code, is a must-have capability for any company looking to digitally transform. It has allowed businesses to remain productive and efficient thanks to its time-saving capabilities, as well as adapt to the unpredictable landscape we have come to expect.
Most recently, we've seen the demand for talent intensify as a result of the "Great Resignation," forcing businesses to search for ways to adapt to a shifting labor market.
Corporate adoption of low-code automation continues to help alleviate employees' workloads so they can focus on tasks that are better suited for humans than computers, like establishing and growing customer relationships. And, while businesses often focus most on boosting productivity through these tools, new survey data shows that these tools also have qualitative benefits, like improving work-life balance.
So, with the right implementation strategy, low-code tools can deliver strategic benefits to a business while also combating employee burnout — a critical retention strategy.
Low-code automation improves work-life balance and leads to more satisfied employees
In its study, Salesforce found that low-code automation tools improve the overall employee experience — nearly 90% of those surveyed said they felt more satisfied with their job. In addition, 84% were more satisfied with their company since beginning to use workflow automation tools, and 91% believe low-code automation solutions save time and offer better work-life balance.
Low-code automation takes over the everyday, tedious tasks that few people relish — like filling out multiple forms to replace a lost credit card — freeing employees to focus on creative work like building relationships, making complex decisions, and solving problems. Nearly 80% of workers surveyed reported that low-code automation tools gave them more time to deepen relationships with customers and other stakeholders, take on challenging new projects, and learn new skills.
For example, AI-powered customer service chatbots take the onus off agents to handle simple questions and tasks, like canceling an order or tracking a shipment. Agents can instead tap their people skills and creativity to solve more complex customer problems — like addressing customer concerns or deciding when to offer discounts to help build customer loyalty. As a result, agents create a richer, more tailored experience for customers, a far more rewarding experience for the agents.
The right time and way to invest in automation
In a digital-first, work-from-anywhere world where a tight labor market means employees need to be empowered to do more with less, business leaders have set their sights on process automation. In fact, 95% of IT and engineering leaders say their organizations are prioritizing automation.
A good place for any business to start its low-code automation journey is with a medium-priority, high-volume process — like scheduling follow-up sales calls. The key is to keep scopes reasonable, achieve wins, and build confidence. Another option is to automate an internal-facing process first. For example, before creating a customer-facing self-service solution, a company could start with a version for employees.
If a company hasn't yet invested in automation, however, it may be tempting to test the waters with processes that are low risk and low profile. The downside of this approach is wasting time on projects that fail to demonstrate the true value of the technology. And, diving into a mission-critical problem can be overwhelming when you're just getting comfortable with the tools.
For leaders who have already begun implementing automation, the next step is to ensure their employees have resources in place to manage increasingly complex workflows. Many automated processes require multiple people involved at various points — whether that's approving a loan, green lighting a deal, or deciding whether to offer a discount. These users often work across different departments, systems, and time zones. Having a single platform that connects multiple teams and sectors ensures that the work gets done seamlessly and efficiently, with the right analytics, monitoring, and governance in place.
Without such a system, delays and errors proliferate and managers lack visibility into processes, leading to higher costs, frazzled workers, and disappointed customers. A tool that reduces bottlenecks in complex workflows like this ensures that companies are truly getting the most out of automation.
Using technology to automate mundane tasks, quickly onboard new hires, and enable employees to live up to their potential increases loyalty and helps retain talent in a competitive labor market. That also translates to the customer experience, providing a key competitive advantage — more engaged employees have the opportunity and bandwidth to go the extra mile for customers, which increases customer loyalty, retention, and sales. The combined benefits of low-code automation — productivity gains and more engaging work — create a "flywheel effect" with happier employees, more satisfied customers, and better business results.
Empowered employees, engaged customers
Businesses and organizations that invest in workplace automation are poised to reap significant benefits in terms of cost savings and productivity, while also increasing job satisfaction, work-life balance, and retention amongst employees. They're enabling employees to find more meaning in their work while empowering them to innovate, build relationships and advance their careers — a game changer for both the employee and customer experience.