Custom vs. Off-the-Shelf Process Automation Solutions: What’s Best for Your Business?

Custom vs. Off-the-Shelf Process Automation Solutions: What’s Best for Your Business?

Implementing new technology is critical to delivering business growth and success, and the right process automation platform can help reduce costs, launch new products, enhance customer service, and increase revenues.

To take the sting out of choosing the right application, let’s look at the do’s and don’ts of selecting and implementing a new process automation solution.

The Do’s

1. Clearly Define the Business Problem You are Trying to Solve

The first step is defining the problem you want to fix. A classic use case for a process automation project is streamlining manual operational processes, where users use multiple systems (and/or paper) to create reports, process orders, onboard new customers, create invoices, and so on.

2. Clearly Define the Business Process

Using this use case, the next step is defining the business process. For an order processing example, this may feature web-based ordering, phone-based orders, and managing in-person orders. A new system will need to handle order, payment, and delivery information; it may also reference stock levels to fulfil orders and trigger stock re-orders. This will be a linear process flow, with inputs and outputs at various stages. You can use this as the template for choosing the right platform and planning its implementation.

3. Look for Candidate Solutions

Once the problem and its solution are clear in your mind, use your business case to create a list of candidate solutions from online searches, customer references, and other due diligence exercises.

The Don’ts

1. Don’t Forget to Involve Your Users

Keep your users onside throughout the project by explaining what is happening, why you are pursuing it, and how it will help them perform their jobs better.

2. Don’t Forget You’ll Need Good Support

Ensure you understand how a new application will be supported, whether it’s fixing problems, deploying software patches, or planning upgrades.

3. Don’t Rush It

A successful project is an effective project, and sometimes, this can take time. Aim to get it right the first time rather than roll out a solution quickly with your fingers crossed and betting that post-deployment changes will fix any issues. Often, they don’t, and they can be expensive to resolve too.

What are Your Technology Options?

By and large, there are two options when buying process automation solutions: Custom-made and off-the-shelf.

Both have strengths and weaknesses that you need to be aware of.

Custom-made Solutions

A custom-made process automation solution is one that has been heavily modified to meet the unique and specific needs of one customer.

The key positive of this approach is that it should fit the business like a glove. Once developed and deployed, it is easy to use and will minimise disruption to the business. After all, you are essentially codifying an existing business process, so it should work as planned.

The downside is that it is not always possible to replicate a defined process in a technology platform. The business process may need to be modified to make it work.

Another challenge is that once a custom-made solution has been deployed, it must be supported so that if there are technical problems or you need to upgrade the platform, your supplier will be able to address your issues. This can be expensive, as the supplier will likely need to maintain dedicated resources to support you, where the costs cannot be easily shared with other customers.

Off-the-shelf Solutions

Off-the-shelf process automation solutions take a different approach. They typically provide a highly configurable platform and leverage a base-level technology system that will be usable for a broad array of clients, in a range of situations and industries.

Off-the-shelf process automation platforms are proven and robust—ideal if you can effectively define the business process.

Many SaaS-based platforms are aimed at businesses without large IT functions and are easy to use, provided you have a clear grasp of what you want to achieve.

It’s important to remember that implementing an off-the-shelf platform isn’t a ‘One and Done’ exercise. First, SaaS providers are constantly updating their platforms, so it is possible that a new piece of functionality may change how your application works. You also need to be able to fix technology issues quickly too. Second, your business requirements may change, and you may need help defining and implementing a new system or process that supports your changing business needs.

A Best Practice Approach to Implementing a Process Automation Solution?

The intelligent approach to implementing a process automation solution is to take a pragmatic approach. Blend technology with technical expertise to get the right results.

Specialist process automation solution providers, like Twofold, can advise you on the right technology to solve your business problems. They can also help define the best way to develop and implement the right platform, provide support to fix issues as they emerge, and adapt it to your changing business needs when necessary.

How can Twofold Help You?

We provide data solutions for organisations that want to improve processes, increase efficiency, and gain greater control over costs. Our focus is on ensuring your business maximises efficiency, security, and control by providing you with the highest levels of service and support, prompt response times, and minimal disruption. We work with you to identify the solutions that bring the outcomes and changes that you want.