Investing in tools for efficiency

Investing in tools for efficiency is a critical aspect of organizational success. In today’s fast-moving business environment, companies need to constantly evaluate their processes and find ways to streamline operations. This can be achieved through the use of internal tools and automation.

There are many use cases of internal tools, ranging from customer support dashboards to engineering tools for CI-CD management. These tools are designed to improve efficiency and productivity by simplifying tasks and reducing manual effort. For example, embedding an editor tool inside customer support platforms like Freshdesk or Zendesk allows agents to resolve tickets, initiate refunds, and send emails to customers with just a click of a button. This not only saves time but also enhances the customer experience.

When making an investment in such tools, organizations need to measure success and evaluate the return on investment (ROI). The ROI may vary depending on the department or leader spearheading the development. For instance, in the case of order delivery, the key metric was error tolerance. By reducing the number of returned orders, the business cost associated with errors decreased, justifying the investment in the internal tool.

Similarly, in customer support or DKYC (Digital Know Your Customer), the turnaround time of agents plays a crucial role. The quicker agents can complete their tasks, the more efficient the process becomes, leading to monetary benefits for the company. Therefore, ROI can be measured based on the time saved and the resulting increase in productivity.

However, it is essential to consider factors beyond ROI when evaluating the effectiveness of a tool. Onboarding cost is another critical aspect to consider. If the onboarding process is complex and time-consuming, it indicates that the tool may not be performing as intended. In such cases, the tool may require upgrades or modifications to improve its efficiency.

To ensure continuous improvement, organizations should regularly assess the effectiveness of tools and processes. This can be done through pulse checks, where teams express their pain points and suggest solutions. By keeping a finger on the pulse of the team, companies can ensure that tools and processes evolve along with the company’s growth. Neglecting to update tools and processes is a common reason for growing pains in companies.

Investing in tools for efficiency is crucial for organizations to stay competitive and achieve sustainable growth. By constantly evaluating processes and seeking opportunities for automation, companies can enhance productivity, reduce errors, and foster a culture of innovation. Building a culture of questioning and automation is essential in today’s dynamic business landscape. It allows organizations to adapt to changing market dynamics and drive continuous improvement.

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​Blog – GK5A – Agile Business Transformation

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