Process Automation Can Drive Competitive Advantage in Modern Business”, Interview with David Chukwuebuka Oku

Usually business is all about who can do it better and faster, in technology, there is no difference. The use of process automation in the tech business has become very significant as businesses are trying to stay afloat and on top, some even shoulder to shoulder.

For better clarification, Tibco explained that “Process automation uses technology to automate complex business processes. It typically has three functions: automating processes, centralizing information, and reducing the requirement for input from people. It is designed to remove bottlenecks, reduce errors and loss of data, all while increasing transparency, communication across departments, and speed of processing.”

To shed more light on this topic, we sat down with David, an experienced software developer and automation advocate, to discuss how businesses are leveraging process automation to achieve superior results. Drawing from his experience with traditional robotics in manufacturing, David explains how process automation is revolutionizing workflows across industries.

Interviewer: Let’s start with the basics. How would you define process automation, and how does it compare to traditional robotics in manufacturing?

David: Process automation, in the software world, is about creating systems that handle repetitive tasks with minimal human intervention. It’s similar to how physical robots revolutionized manufacturing by automating assembly lines, welding, and painting cars. Those robots made production faster, cheaper, and more consistent.

Now, imagine applying that principle to the digital realm. Instead of assembling physical parts, we automate tasks like generating invoices, analyzing customer feedback, or managing workflows. For example, when I first encountered Robotic Process Automation (RPA), I saw it as the digital equivalent of factory robots. These “digital workers” interact with applications just like humans would, copying data from one system to another, processing transactions, and even sending emails.

It’s a game-changer for businesses. Companies that embrace software automation see similar benefits to what manufacturers did decades ago: faster operations, fewer errors, and reduced costs. But what makes it even more exciting is that this type of automation is scalable across industries, not just manufacturing.

Interviewer: Why is process automation so important for businesses looking to gain a competitive edge today?

David: In today’s market, speed and efficiency are everything. Businesses can’t afford to spend days or even hours on tasks that could be automated. Process automation allows companies to focus their energy on strategy, innovation, and customer experience rather than on mundane, repetitive tasks.

Take customer service, for example. A company that uses automation to route inquiries, generate responses, or process refunds can serve customers faster than one relying entirely on human intervention. That kind of speed translates to customer satisfaction, which in turn drives loyalty and profitability.

On top of that, automation gives businesses a way to scale efficiently. When I worked on an automation project for a logistics company, we implemented a tool that automated invoice reconciliation. What used to take an entire team a full week now takes a few hours, freeing up those employees to focus on more value-added activities like negotiating supplier contracts. That’s what competitive advantage looks like, doing more with less while delivering superior outcomes.

Interviewer: What are some industries or business functions that have benefited the most from process automation?

David: Honestly, the impact of automation is widespread, but some areas stand out. Industries like finance, healthcare, and logistics have seen massive transformations.

In finance, tasks like fraud detection, loan processing, and compliance reporting are now heavily automated. I remember working on a project where we deployed an RPA tool to handle loan application evaluations. Instead of taking two weeks to approve a loan, we brought the turnaround time down to a single day.

In healthcare, automation is used for patient record management and appointment scheduling. I had the privilege of contributing to a project that automated patient follow-up communications. Not only did it reduce administrative workload, but it also improved patient outcomes by ensuring they never missed critical appointments.

Across industries, core functions like HR, IT, and supply chain management are reaping the benefits too. Businesses are automating employee onboarding, help desk support, and inventory tracking. Wherever there are repetitive tasks, there’s an opportunity to introduce automation.

Interviewer: What would you say to people who fear that automation might replace their jobs?

David: That’s a very valid concern, and I encounter it often. I like to reframe the conversation: automation isn’t here to replace jobs; it’s here to augment them. Much like those manufacturing robots, which didn’t eliminate jobs but changed the nature of work, software automation is about shifting focus to higher-value activities.

For example, an HR team that uses automation to screen resumes can spend more time building meaningful relationships with candidates. Similarly, a finance team freed from tedious data entry can dive into strategic decision-making and forecasting.

I often tell people, “Automation takes the robot out of the human.” It handles tasks that don’t require creativity, empathy, or critical thinking, leaving us to do what we’re best at. Companies that adopt this mindset tend to see automation as an enabler, not a threat.

Interviewer: How do companies typically begin their automation journeys, and what challenges do they face?

David: The journey usually starts with identifying processes that are ripe for automation, tasks that are repetitive, rule-based, and time-consuming. Businesses often begin small, automating one or two processes, then scale up as they see the benefits.

The challenges, however, are just as significant. One major hurdle is resistance to change. People are naturally skeptical of new technologies, especially when they’re not sure how it will affect their roles. That’s why communication and training are crucial.

Another challenge is choosing the right tools. Not all automation solutions are created equal, and companies need to ensure they’re investing in technology that aligns with their goals. I’ve seen cases where businesses implement automation without first optimizing their processes, which leads to subpar results. It’s like putting a robot on a messy assembly line, it won’t perform as well as it could.

Interviewer: What trends in process automation excite you the most?

David: The integration of artificial intelligence (AI) with automation is probably the most exciting trend. Traditional RPA tools are great for rule-based tasks, but when you add AI, you unlock a whole new level of capability. AI can handle unstructured data, make predictions, and even learn from past actions.

For instance, I worked on a project where we combined RPA with AI to automate customer feedback analysis. The system not only collected and categorized feedback but also identified trends and suggested actionable insights. It was like having a virtual analyst on the team.

Another trend is low-code and no-code automation platforms. These tools make it possible for non-technical users to build their own automation workflows, democratizing access to this powerful technology. That’s going to be a game-changer for small businesses that don’t have large IT teams.

Interviewer: What advice would you give to companies looking to stay ahead in this era of process automation?

David: My advice would be to start now. The competitive advantage of automation isn’t just in the technology, it’s in being an early adopter. Begin by analyzing your processes to identify inefficiencies and opportunities for automation.

It’s also essential to involve your team in the journey. Get their input, address their concerns, and provide the training they need to thrive in an automated environment. Automation works best when it’s a collaborative effort.

Finally, keep an eye on the future. Automation isn’t a one-time project; it’s an ongoing strategy. Stay curious, experiment with emerging technologies, and always look for ways to improve. The companies that embrace this mindset will not only survive but thrive in the years to come.

Our Closing Thoughts

 

David’s insights paint a compelling picture of process automation as a transformative force in modern business. By drawing parallels with the rise of robotics in manufacturing, he highlights how software automation is driving efficiency, innovation, and competitive advantage. For companies ready to embrace this shift, the future holds immense potential.