Manual process vs automated process: When (and what) to automate

According to a 2017 survey, working adults in the United States spent an average of 520 hours each year on repetitive tasks that are easy targets for automation. Nevertheless, many brands avoid automation projects because deciding on a manual process vs an automated process can be difficult, particularly when certain tasks within a process require human decision-making.

To determine whether to automate a process, you’ll need to consider the advantages and disadvantages of manual entries. Below, we’ll review some of the major factors to help you make an educated decision.

Manual process vs automated process: 3 factors to consider

1. Manual processes introduce the possibility of human error

Humans aren’t perfect, and while mechanical and computerized systems can malfunction, they generally operate much more reliably than human workers do. Automation ensures reliability and repeatability — two of the most important considerations in business process management.

The cost of human error can be enormous. In August 2020, Citigroup employees made a clerical error that sent nearly $900 million to Revlon Inc.’s lenders, leading to a lawsuit. Although automation obviously can’t eliminate the possibility of errors, it can limit the chances of a costly mistake, particularly when human input isn’t necessary for a specific process.

2. Automated processes can be easy to monitor

Whether your goal is to optimize throughput, improve safety, or reduce errors, you’ll need accurate data in order to make improvements. Manual processes rely on human reporting at some level, and human workers have strong incentives to portray themselves in the best possible light. That could mean that without extensive oversight, manual reporting might not result in actionable information.

Automated processes can be easy to track. Jotform’s tools integrate with popular platforms like Paypal, Google Sheets, Slack, and Mailchimp, allowing for seamless data sharing across various channels — and accurate analytics for decision makers.

3. Automated processes can be easy to scale

As every employer knows, managing human resources is an expensive process. When you add to your workforce, you spend a lot of time and money searching for and onboarding new team members, not to mention handling their compensation and setting up the training they need throughout their tenure. By one estimate, small business owners spend 40 percent of their time on non-revenue-generating activities, and much of that time is directly related to human resources. 

When you automate tasks, such as your onboarding, training, and payroll processes, you can more easily get everyone up to speed and keep them there. That usually means a quick return on investment, but you have to choose the right tools to get the desired results. 

The efficiency debate

Automation offers substantial benefits in many circumstances, but there are some processes you can’t — and shouldn’t — automate. For example, when customers have issues, a human customer service agent can address their concerns more precisely (and more empathetically) than an automated system. However, an automated system may provide fast answers to common customer questions. By combining automated and manual processes, an enterprise may be able to find a balanced approach. 

Before deciding to automate a process, ask a few questions: 

• Do tasks within this process require human judgment? 
• If so, can I automate some tasks within this process to help workers improve efficiency or reduce errors?
• If I implement an automated solution, can it integrate easily with other systems?  
• If I automate a task, will it create bottlenecks at other points within the process?
• Do I have a plan to track and improve efficiency?

If your goal is to optimize a full process rather than a particular task, focus on outcomes. 

“Before you go in and automate, ask, ‘Does this make sense? What is the output that we’re looking for?’” advises Mark Withington, vice president of service development and marketing at Accelare, Inc., a digital strategy and transformation consultancy. “More often than not, processes tend to evolve over time. There are a lot of great tools out there for supporting processes, but we advocate building the process first.”

Improved efficiency with out-of-the-box automation from Jotform

Automation has significant benefits when implemented correctly. If you’re ready to improve efficiency, reduce error rates, and give yourself and your employees more time to focus on important work, Jotform can help. 

Our fully customizable forms can automate surveys, feedback collection, payments, and other time-consuming tasks. With more than 100 integration options to choose from, you can keep data flowing across multiple channels to optimize key processes.