IT Department: Shorter Time to Resolution
Other effective applications of BPA can be found in IT departments, where problems can directly affect employees or interrupt business operations, and short times to resolution are critical. Without process automation, a technician might receive a call or email about a service request, schedule work on it themselves, and eventually attempt to understand the problem and troubleshoot it from scratch.
In this situation, an IT team could lose track of issues, incorrectly resolve problems due to disorganization or lack of communication, or repeat time-consuming work that could have been avoided with the ability to see the big picture.
With process automation, there is one location where all technicians and their managers can monitor workloads and schedules. Service requests are easy for employees to make because they follow a consistent format, and technicians receive well-formatted information. This makes it easier to spot patterns and immediately address underlying issues, while also allowing for improved prioritization across the entire IT team.