Automation 101 by Mark E. Battersby Automation for an ice cream business? There’s a common misconception that automation means robotics. But automation can be as simple as those common business software programs. At its core, automation is about implementing a system to complete repetitive and easily replicated tasks without the need for human labor. For many small businesses the expensive servers and teams of experts required to maintain computerized systems are out of reach. Today’s cloudbased programs have, however, made automation accessible and affordable for even the smallest ice cream or frozen dessert business. And, best of all, Uncle Sam, in the form of our tax laws, stands ready to help foot the bill for every level of automating every business. Automation Reasoning While automation can take many forms, for small businesses, the most important thing is repetition. With something done more than once that adds to its value, automation might be beneficial. Consider some reasons for using automation including: • Increased labor productivity • Reduced labor costs • Mitigation of the effects of labor shortages • Reduces or eliminates routine manual tasks • Improves service quality • Reduces costs, and • Eliminates tedious tasks. Automation Software Business automation software is a set of tools that can help an ice cream retailer automate recurring business activities, streamline its workforce and improve efficiency. Business automation software can either be an all-in-one platform that allows for the automation of different business operations, while standalone automation solutions are dedicated to automating a specific business operation. 18
Automating repetitive business processes free employees to perform tasks that are more valuable than those that can be completed by machines. Among the ways that workplace automation might benefit a frozen dessert operation include: Marketing: Many businesses already use one form of automation, email marketing. Software is available that allows users to tailor the parameters of their email marketing campaign and use it to run automatically. An introductory email can be uploaded into the software and sent as soon as a contact is added. What’s more, many of these software programs are configured to automatically send a follow-up email a few days later -- but only to those that opened the original email. In fact, many of the companies that sell this type of software offer free or low-cost introductions to their programs to create an effective and inexpensive introduction to automation. Customer Service: In addition to finding new customers, automating customer service is increasingly automated. The more sophisticated systems that automate typical customer service interactions by answering common enquiries immediately may be out of reach for most ice cream retailers. However, studies in a variety of fields have shown that up to 80% of customer interactions could be handled by a computer program designed to simulate conversation with human users, a so-called “chatbot.” Or, an automated phone answering system that directs -– and forwards -– calls without human interaction could be within reach. Operations: No algorithm can take a prospective customer out for coffee or negotiate a deal with a supplier as effectively as the operation’s owner or salesperson. Yet automation can free up time for these human-centric interactions. Searching for sales leads might fall under marketing but imagine other potential automated
tasks such as: • Processing orders might entail stock management for some businesses or scheduling for those providing services • Tracking orders and jobs, dispatching and scheduling equipment availability is eased with automation • Customer or client management involves regular follow-ups, satisfaction surveys and upselling. The Workforce: When it comes to finding candidates for job openings there are, of course, online recruiting sites. Automating the entire personnel process can both eliminate the cost of online recruiting; it can also track and schedule past and current workers. Automating processes such as tracking down potential job candidates and scheduling interviews frees up time for workers to determine who is the best fit for their operation. Help With HR: Given the predictable and repetitive nature of today’s HR (human resource) duties such as payroll and timesheets, digitization can transform the operation by making the whole process more efficient. Reducing mistakes caused by human error it’s possible to automate performance management, paid holidays and absenteeism record keeping. Software can raise red flags if quotas are reached or missed, while maintaining accurate records updated in real time. There are even utilities that automate onboarding using Google forms, including prewritten emails, event scheduling and the distribution of training materials. Accounting: Software specifically developed to automate the accounting process is widely available and affordable. In addition to general ledger, double-entry bookkeeping and the operation’s invoicing/billing software, accounting software manages payroll and helps with enterprise resource planning. Most importantly, software subscriptions and licensing are legitimate deductible business expenses.
The National Dipper
July/August 2022
