Kicking & Screaming: What to Do When Your Staff is Crying Out for Help

Manual CS Environment

Temper tantrums aren’t pretty, but they happen for a reason — it’s how children express their frustrations, a cry for help. Even during adulthood though, there are times when we need the aid of others, but what happens when it’s your employees crying for help with your manual business process?

At EAUC 2016, Adrian Posteraro presented his breakout session: Overcoming the Negative Business Impact of a Manual CS Environment, based on his personal experience with automation at MEDRAD, Inc. Dissatisfied, burned-out employees begged for a solution that could streamline, and reduce stress tied to, their manual document process.

Fed up with the negative impacts of manual processes on the company and its employees, Adrian decided to do something about it, and went in search of a solution.

3 Steps to Curing Your Staff’s Cry for Help

Evaluate the Pain Points
Create an open line of dialogue with staff, allowing them to explain their challenges in order to better understand the pain points within your process. Make sure to get specifics and insights by asking questions like:

  • What challenges do you face on a daily basis?
  • How do those challenges effect your work and the rest of the process?
  • What tools could make your job easier?

Research Options 
Before jumping into action, take some time to look into your options — there are a lot out there. Make sure you choose one that fits your staffs needs and that sets the stage for continual improvement. When researching your choices, keep your staff’s concerns in mind, as well as important process efficiencies, such as:

  • Processing time
  • Processing cost
  • Operational continuity
  • Workflow
  • Document archiving
  • ERP integration

Invest in Your Process and Your Staff
It’s time to go all in! Implement your chosen solution and take the proper step to ensure its success. Never stop evaluating your process, being proactive is essential to maintaining an efficient process.

In the end, Adrian chose Esker to automate MEDRAD, Inc.’s order management process and wound up earning the Malcolm Baldrige National Quality Award … twice. [The Malcolm Baldrige National Quality Award is the only formal recognition of performance excellence for both public and private U.S. organizations given by the President of the United States.]

With benefits including:

  • Customer satisfaction increased by 7.5%
  • Yearly average revenue growth of 16%
  • 4% profitability improvement (EBITA)

So for staff crying out for help with a manual process — there is a cure. And for managers looking to help their staff — start by following the steps above.

Samantha Heavner

As Esker’s Creative Coordinator, Samantha both writes and designs marketing content aimed to educate and engage audiences on the benefits of automated business processes. Outside of work, you may catch her cheering on the Chicago Blackhawks, playing with with her dog or tackling a new DIY project.

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3 thoughts on “Kicking & Screaming: What to Do When Your Staff is Crying Out for Help

  1. I would add: Make sure your staff is invested in the tool that’s chosen to improve the process. If the tool isn’t something they believe in and want to utilize, then it’s almost guaranteed to fail.

  2. We implemented a solution about 7 years ago. It was tough at first getting every one to trust the process more then the way they has been doing things. We are at a place now where we couldn’t imagine not having the tool.

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