Hey guys! I just wanted to make a quick video from a pretty cool experience I had this week.
Unfortunately last week, my car got hit by another car in a car park. Interestingly, I raised a claim, an insurance claim which I haven’t done here in Australia in the past and it was very interesting what happened next.
I gave them a call and they booked me in for the next day. So I went to this place – it’s obviously a subcontractor where they actually fix the car. I took it in there, and then I left it on Thursday morning 10 a.m. Friday morning at noon, they gave me a call telling me that the car was done.
Car was fixed and everything! In between all that there was a whole heap of automation that has happened.
When I called the insurance company they sent me a text message letting me know where, what the address was, and to whom should I speak to. The next day they called me in from this mass repair place and then I received another confirmation text from them directly.
From there I moved it to someone to assess it. And then, it gets fixed. I receive a text message when it was fixed, and I also receive emails of updates in between.
What am I getting at with this story? It’s interesting that this experience actually validates the three points I always get at when it comes to what a system needs. And what are these three elements of automation?
1. People
The first one is the people that are involved in the system. So if you realize, the people are the ones that take the process on board, you will give more premium to things like proper training with processes.
2. Systems
Second one is the systems itself that are involved. For example, a CRM or an insurance system at the back end, An SMS system that is the one that sends the text updates, and also different stages throughout the process that triggers a different workflow and a different process for them.
3. Technology
Third, the technology they use, the programs and other device utilized in the entire process are the ones that make the process more efficient. This reminds me of a famous Bill Gates quote: “The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.”
Lessons Learned
A not-so-great but very interesting experience and it’s all based on the three elements I often talk about in automation. Again, the three elements are people, the system, and the actual technology. Having those three elements in your business, are critical and they are the only ones that are going to guarantee that whatever automation you put in place, these three will make the process more efficient.
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