Workflow automation

What is workflow automation?

Workflow automation is having software carry out the fixed steps in a work process, such as passing on data, creating a task or sending a message. Another word for it is process automation.

A workflow is the fixed order of steps in your work: from request to quote, or from order to invoice. Software does the steps that go the same way every time. People do the steps where they need to weigh something up.

How does workflow automation work?

An automation consists of three parts:

1. A trigger. Something happens: a form comes in, an order is paid. Often a package reports this with a webhook.
2. Rules. If this, then that. For example: if the amount is above a limit, someone approves it first.
3. Actions. The software puts data into another system, creates a document or sends a message.

You build such an automation in an integration platform, with a custom integration, or with the features of your own package. If you can only operate a system via the screen, RPA is an option.

Example in an SME

What should you look out for?

• Start with fixed work. Work that comes back often and has few exceptions lends itself best.
• Describe the process first. Who does what, and when? If you automate a messy process, the messy part becomes automatic too.
• Arrange the exceptions. Agree what happens when something does not fit, and who then gets a notification.
• Leave choices to people. With a judgement call, such as a discount or a complaint, software can prepare the work. An employee decides.

With AI you can also automate steps that are less fixed, such as reading and sorting an email. That is what the term AI agent is about. Want to know which process is first in line in your business? Read how I approach automation.

Frequently asked questions