Automation Champion

P.S.:- Today, I am going to review Docomotion – Interactive Salesforce Document Generation.

Let’s start with an example, a quote can now be sent digitally to customers, and they can sign with an e-signature. The basic idea behind automation is to handle day-to-day processes and operations more efficiently, more accurately and more profitably, and if we get it right, it can also enhance customer service and visibility of our organization.

As the digital world advances, more and more traditional processes that have until now been implemented manually are being switched to automated mechanisms. But more than that, the automated processes themselves are becoming increasingly efficient and accurate, resulting in increased profitability for the organizations that use them. And there’s plenty of room for improvement.

Take another example of e-signature; yes the client can sign directly onto the document on the screen in front of them, without printing out the page, grabbing a pen to sign on the dotted line, finding an envelope and stamp and mailing it back to you. But does the process of incorporating that electronically-signed document into your records really happen automatically, with no further manual input once the client has sent it back to you? And, if you are sending documents to your customers via an automated system, does it all come unstuck when you need different content for different clients?  And what happens if your salesperson is in the field, actually generating sales, and not at their desk where they can deal with other documents – does this hold up the sales process?

Creating an automated process allows you to pre-define the route and points through which the customer journey will pass in order to achieve your process goal – be it customer care, customer retention, sales, service, etc. – but also to adjust each scenario to ensure that it is relevant to each particular customer, keeping them on that path and leading them to the final destination you set at the beginning of the journey. As such, automation is the creation of a set of rules based on cause and effect. The trigger can be almost any customer interaction following which a response is required from you; for example, when a customer has received a quote, signed it and returned it to you, you may want them to receive a welcome email within 24 hours in response.

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