Why process optimization is necessary in modern business

In a market that changes faster than ever, the biggest competitive factor is no longer price or product. It is processes. Companies that operate faster, smarter and more cheaply than their competitors win. Companies that do not lose customers, employees and market share.

What does an unoptimised process actually cost?

For most companies the real cost of inefficient processes is invisible, spread across dozens of small delays, errors and frustrations. But the numbers do not lie:

• On average 20 to 30% of the working week is lost to tasks that could be automated
• Manual data entry errors cost an average of €50 per error to correct
• Slow processes lead to lower customer satisfaction and more churn
• Manual work does not scale: growth requires proportionally more people

Process optimisation is not the same as automation

A common mistake is automating a bad process. You then do the same bad thing, only faster. Real process optimisation starts with understanding and redesigning the process itself. Only then do you look at which steps can be automated.

Three levels of process optimisation

• Level 1, standardise: make sure everyone follows the same process in the same way
• Level 2, simplify: remove unnecessary steps, signatures and approvals
• Level 3, automate: let software carry out the repetitive, rule-based steps

Where do companies start?

Most companies start with a process audit: a structured analysis of the most time-consuming processes. We look at the time invested per step, the likelihood of errors, the dependency on specific individuals and the impact on customer satisfaction.

The result is a clear priority list showing which processes deliver the most when they are tackled. That is the starting point of every successful digitalisation project.

Which processes are the best candidates?

Not every process is equally suitable for optimisation. The processes with the most impact usually meet three criteria: they are repetitive (the same steps are repeated over and over), they are rule-based (they follow predictable rules with few exceptions) and they cost a significant amount of time or money.

• Invoicing and order processing: manual steps cost an average of 15 to 25 minutes per document
• Lead follow-up and customer service: every missed or delayed reply is potential revenue lost
• Reporting and data exports: weekly Excel reports that someone assembles by hand
• Internal approval flows: purchase orders, holiday requests and budget requests waiting on a single signature
• Customer onboarding: repeatable steps involved in taking on new clients

The ROI of process optimisation: a concrete example

Suppose an employee spends two hours a day manually transferring order data from the webshop into the ERP. That is 10 hours a week, 40 hours a month. At an hourly cost of €35 that comes to €1,400 a month. An automatic integration costs €2,000 once to implement. The payback period is less than six weeks. In year one the company already saves €14,800. And that excludes the errors that no longer happen and the rise in employee satisfaction.

Which tools are used for process optimisation?

The tools we use depend on the nature of the process and the software the company already runs. The most common are:

• Make (formerly Integromat): visual workflow automation for connections between web apps
• n8n: an open-source alternative to Make, ideal for complex multi-layered automations
• HubSpot Workflows: internal automation inside the CRM, covering lead follow-up, task management and email sequences
• Power Automate (Microsoft): automation within the Microsoft 365 ecosystem
• Zapier: simple plug-and-play connections between hundreds of apps

Step by step: how do you approach process optimisation?

• Step 1, take inventory: list every repetitive process that costs more than two hours a week
• Step 2, prioritise: calculate time cost × error risk × customer impact for each process
• Step 3, redesign: map out the ideal process before you think about technology
• Step 4, automate: choose the right tool and implement it step by step
• Step 5, measure and evaluate: compare time cost and error rate after 30 and 90 days

Frequently asked questions about process optimisation

• How long does a process optimisation project take? A simple process can be optimised in two to four weeks. A company-wide approach takes three to six months on average.
• Do my employees need to be technical? No. We handle the technical implementation and train your team in using the new processes.
• What if an automated process fails? Every automation comes with error alerts and fallback options. Critical processes always have a manual alternative.
• Is process optimisation the same as buying new software? Not necessarily. Process optimisation starts with redesigning the way you work. Sometimes new software is needed, sometimes smart workflows in your existing tools are enough.
• What does process optimisation cost? Simple automations start from €1,500. A full optimisation project covering several processes costs €5,000 to €15,000 on average, depending on the scope.

Want to know where the biggest opportunities are in your business? Request our no-obligation process audit or take the DigiTest.