Published on February 18, 2014
CompTIA Market Research: Business Process Automation Taking Businesses to the Next Level
Business Process Automation Cycle Tracking to ensure efficiency and detect deficiencies Discovery and documentation of existing workflows Monitoring Automation Integration of applications used in overall workflows Analysis Management Optimization of individual processes
Change in BPA Technology Over Past Two Years By Firm Size 49% Large 44% By Technology Usage 26% Advanced 69% 50% Medium 42% 6% 7% 53% Small 22% 24% Significant Moderate Minimal/No Increase Increase Increase 60% Slightly ahead 35% On pace/ behind 20% 5% 5% 51% 28% Significant Moderate Minimal/No Increase Increase Increase Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users)
Heavy Reliance on Technology for Business Processes Small Medium 78% 73% 66% 48% Large 63% 59% 49% 48% 31% Expense Reports Invoices Employee Reviews Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users)
Use of BPA technology Small Medium 47% 43% 34% Large 49% 45% 31% 24% 19% 8% Nearly all areas of business Most areas of business Some/Few/No areas of business Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. IT and business executives (end users)
Methods for Passing Information Email between employees 58% Applications automatically send notification 45% Email from external source 45% Communication between applications 36% Phone call between employees Phone call from external source 34% 30% Paper trail from external source 25% Paper trail between departments 25% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Areas Targeted for Improvement through BPA Bottlenecks that slow things down 48% Duplication of work 46% Poor interaction between departments 39% Difficulty locating documents 33% Lack of business process visibility 27% High incidence of errors requiring rework 24% Incorrect payments/invoicing 23% Lost business 23% Low customer satisfaction 20% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Room for Improvement in BPA System Implementation Currently Installed BPA Components In place; performing well In place; needs improvement Would like to implement No plans to implement Expense report management 43% 38% 11% 9% Project management 39% 36% 15% 10% Document/Content management 38% 42% 13% 6% Customer relationship management 36% 34% 17% 14% Customer service management 35% 39% 15% 11% Help desk 34% 32% 15% 19% Marketing/Sales management 32% 41% 15% 12% Employee performance 32% 33% 18% 17% Enterprise resource planning 27% 31% 18% 23% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Challenges in Building a Higher Degree of Automation Changing mindset and behavior 51% Workforce education 46% Need to procure/improve applications 40% Skills gap in automation/integration 38% Understanding how processes fit together No budget 36% 29% Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
Companies Look to Outsourcing for Automation of Workflow Amount of Outsourcing has Remained the Same Increased Level of Outsourcing 21% 36% 43% Profile of Increased Outsourcing 15% Small Firms 26% Medium-sized Firms 25% Large Firms 15% Executives 25% IT Function 22% Business Function 41% Advanced tech users Brought More Workflow In-House Source: CompTIA’s Trends in Workflow Automation and Communications study Base: 500 U.S. end users
About CompTIA Research CompTIA’s research program publishes around 25 unique studies year. CompTIA members have access to a research library containing more than 100 reports covering technology, business, workforce and channel trends. This study and all CompTIA research is one way in which the association re-invests resources in the IT channel. As the voice of the IT industry, CompTIA has hundreds of tools, market intelligence reports and business training programs to help IT channel organizations grow through education, certification, advocacy and philanthropy. The full report is available at no cost to CompTIA members to help them develop and hone their business plans. Visit www.comptia.org or contact firstname.lastname@example.org for more information.
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