31/08/2026
Automation does not repair an unclear process.
Imagine a customer requests a quotation:
The message is forwarded.
Someone checks the price.
Another person approves it.
The quotation is prepared.
Nobody knows whether it was sent.
Nobody owns the follow-up.
Adding automation to that workflow may move the confusion faster without removing it.
Before selecting a tool, define:
1. What starts the process?
2. Who owns the next action?
3. What status shows where the request stands?
4. What happens when information is missing?
5. What proves the process was completed?
Document the handoff first. Automate the stable parts second.
Which customer handoff fails most often in your business?