The corporate world is undergoing a dramatic transformation – as revenues took a big hit due to the COVID-19 pandemic and customer demands keep growing with each passing day, companies are coming up with novel ways to enhance their efficiencies and minimize expenditures to remain competitive on a highly-dynamic, uncertain business landscape.
One of the key measures initiated by organizations to combat the effects of the pandemic is automating their business processes. A survey conducted by McKinsey in 2020 revealed two-thirds of companies were piloting the automation of at least one business process.
To meet the rapidly-growing demand for effective business process automation, Salesforce has come up with an innovative solution known as Einstein Automate. I talked to Dilip Singh Bhola, a veteran Salesforce architect to know more about the solution and how it helps resolve some of the pressing challenges faced by companies. Here is what he had to say.
What makes Salesforce Einstein Automate the perfect tool to automate business processes?
Dilip: Companies across the world are compelled to automate their business processes very fast in the wake of the COVID-19 crisis, and this is a major challenge – automation initiatives launched in an ultra-short time window often tend to fail; businesses and their people need time to adapt to an automated environment and this takes time. Salesforce Einstein Automate helps resolve this problem very effectively, and I feel this is what makes the product a true game-changer.
How does Einstein Automate enable companies to ensure seamless automation of their business processes in a short time?
Dilip: The Salesforce product leverages the power of Artificial Intelligence (AI) to facilitate smooth automation; for instance, it comes with two useful AI-powered components called Einstein Next Best Action and Einstein Prediction Builder, which provide intelligent recommendations on the course of action to be taken to enable hassle-free completion of a business process automation project.
Most companies complain they need to start from the scratch when it comes to developing a robust process automation for their business. Does Salesforce Einstein Automate provide a solution?
Dilip: Einstein Automate comes with a wide array of more than 700 pre-built automation templates and solutions. These include fully configured end-to-end business processes that can be easily customized to specific requirements of a business; for instance, you can use the Work Order Utility flow solution on AppExchange to automate the process of updating relevant line items of a work order.
You can also use fully-developed standalone automation functionalities, which can be downloaded from AppExchange and utilize highly-granular, easily-reusable automation-development-components that enable you to add various functionalities, including actions and UI components. The solution will go a long way in creating a base that you can use for further automation of your unique business processes.
One of the key challenges encountered by business users is it takes good programming skills to automate processes. Can Einstein Automate help the users overcome the challenge?
Dilip: Salesforce Einstein Automate is built with the end-user in mind. It is built to automate business processes with very little or no coding. From simple transactions such as entering entries in a purchase register to complex processes such as Order-to-Cash (O2C), you can automate any business workflow without difficulty.
Most organizations face issues in automating complex business processes, such as those involving multiple users. Has Salesforce come up with a solution to this critical problem?
Dilip: The developers of Einstein Automate fully understand the difficulty in automating complex business processes and have come up with a useful tool called Lightning Flow to resolve the problem; the tool allows you to automate complex processes with point-and-click interactive elements or complex logic. You can also use the tool to automate criteria-based processes very easily. For instance, you can automate the process to offer discounts to a dissatisfied customer based on the information provided by him. Lightning Flow comes with modular elements that can be re-used very easily, thereby saving considerable time and money.
A major roadblock in effectively automating business processes is the difficulty in integrating various applications. How does Salesforce Einstein Automate help resolve this problem?
Dilip: Good question. Einstein Automate allows you to integrate multiple applications and enable seamless transfer of data between them. This enables you to build smooth customer and employee experiences. The Salesforce product uses a cutting-edge tool called MuleSoft Composer, which is currently under development, to help users connect data from their Salesforce system and various third-party applications. You can also come up with a robust framework to automate your data integration processes rapidly, with minimal expenditure.
It is often said change is the only constant in the world of business. Companies need to adopt new processes, and with these processes come new automation needs. How can users of Einstein Automate meet their dynamic needs?
Dilip: Salesforce’s focus on minimizing the need for programming helps non-technical users respond to changes very effectively. Earlier, they had to rely on teams of developers to automate a new business process.But now, thanks to the easy-to-use, interactive wizard-based templates of Einstein Automate, they can automate new processes quickly, with little effort and expenditure.
How do you see the future of business process automation, and what can we expect from Salesforce in the coming months?
Dilip: The end goal of business process automation is to enable people to give their best, by allowing them to focus their time and energy on strategic aspects such as strengthening customer relationships. I believe any future development in process automation needs to be seen from this viewpoint. Developments in AI will help business users build smarter automated workflows, empowering them to enhance their productivity to greater heights. Coming to Einstein Automate, it is a brand-new product; Salesforce is currently developing a product called Flow Orchestrator, and there is a good possibility of more innovations coming out.
This is what Dilip thinks about Salesforce Einstein Automate. How do you automate your business processes? We’d love to know.
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