Camunda surveyed more than 600 IT professionals in the US and Europe to find out how companies perceive, manage and automate their business processes. The software company has now published the results.
Business process automation is about automating proven manual, repetitive processes for efficiency. As a result, companies are able to become more productive as well as more profitable and improve the employee and customer experience. According to Camunda’s State of Process Automation Report 2022, companies are using process automation to simplify a variety of tasks across all areas, accelerate digitization and generate value, especially when it comes to improving customer service. The Camunda survey shows that these are the top four goals companies are looking to achieve with process digitalization:
- Improve customer service
- Save costs
- Drive digital transformation
- Reduce errors
Respondents support greater investment in process-related technologies and expect their companies to higher prioritize the use of automation throughout their operations. At the same time, however, they say they continue to face challenges in realizing the full potential of process automation, first and foremost improving IT-business collaboration and driving the shift to hybrid working as well as home office, open architectures, a holistic RPA approach and the cloud.
- Cloud: 57% of survey participants say their company uses a hybrid infrastructure for the various process automation components (50% private cloud, 45% public cloud, 41% on-premises).
- Open architectures: 52% say they already use open source technologies. 34% are in the process of switching to it and 11% plan to use open source technologies in the future. Only 3% do not plan to switch to open source technologies.
- IT and business: 95% believe that process automation can only be successful if IT and business work together efficiently. 26% cited lack of alignment between IT and business leadership as the main reason for not automating more processes in the past year.
- Hybrid working / home office: while 31% said the home office was one of the drivers of process automation in the first pandemic year of 2020, this figure dropped to 22% in the current survey. This is probably because the home office is no longer a new phenomenon, but now the norm. 26% additionally say that the current hybrid work model was one of the reasons that prevented further process automation last year. 85% say their hybrid work model needs improvement due to a lack of automated processes. 35% say their company will most likely have a mixed work model of home office and office work by 2022. 93% believe there will be a hybrid approach in the future.
- Robotic Process Automation (RPA): 92% see Robotic Process Automation as improving quality, reducing errors, and automating manual tasks so employees can focus on strategic work. 34% of respondents say they use RPA bots in their organizations. However, 78% report that RPA bots work in silos rather than with broader end-to-end processes. RPA has the potential to support enterprise processes, but only if RPA bots are properly orchestrated and not deployed in silos.
The Covid 19 pandemic has impacted all business operations, forcing companies to rethink how they do business. 39% of respondents say their business goals have changed a lot since then. 82% say process automation is now a higher priority than it was last year. 92% see process automation as a key tool for digital transformation. Also 92% rate process automation as critical for business optimization as well as efficiency and the ability to free employees from manual tasks and instead use them for more complex, strategic tasks.
- 89% of decision makers say that process automation has led to increased business growth in their company over the past year – with one-third generating an ROI of at least 100%.
- 88% say they plan to increase their investment in process automation over the next 24 months.
Despite the good intentions, only 12% of respondents have actually implemented process automation, with all others (still) falling short of their own expectations. According to the survey, this is because companies:
- Have difficulty getting started with process automation or don’t know where to start.
- Use outdated technologies and processes.
- Do not have the necessary budget for process automation.
- Do not consider process automation technology as important as other technologies.
Camunda is an open source software that enables process automation with a developer-friendly approach. This is based on standards, is highly scalable and promotes collaboration between business and IT. With Camunda, business processes can be developed, automated and improved end-to-end. This enables companies to make software applications more flexible, collaborative and efficient, and to achieve the agility, transparency and scalability needed to drive digital transformation.