Practical guide
Before you automate: map one workflow
A short checklist to identify a useful first automation, the exceptions it must handle, and what success should mean.
Start with a task people already do. A clear map of the current process makes it easier to choose what to automate, what to keep manual, and what to measure.
1. Choose one repeatable task
Pick a specific starting point and finishing point. “A new enquiry arrives and gets an owner” is easier to scope than “automate sales.” Note who does the work and how often it happens.
2. Write down the current handoffs
List each tool, the information entering it, and the person responsible for the next step. Include spreadsheets, messages, and the informal checks that make the process work today.
3. Record the exceptions
What happens when information is missing, a request is duplicated, or someone does not respond? Decide who handles these cases. A useful automation needs a visible recovery path.
4. Decide where people stay involved
Keep a person responsible for decisions that need judgment. If AI drafts or classifies information, define how someone reviews it and corrects a mistake before it triggers a consequential action.
5. Define a small success measure
Record a baseline such as handling time, duplicate entry, or missed follow-ups. Choose one or two measures you can compare after a pilot. Avoid promising a result before you have evidence.
6. Test a limited pilot
Use a small, agreed set of cases. Check normal requests and exceptions, confirm access rules, and define how to pause the workflow. Review the results with the people who use it before expanding.
Example: enquiry follow-up
A website form creates a shared record. A rule assigns an owner, and a task reminds them to follow up. Missing information goes to a review queue. The team checks unassigned enquiries and completed follow-ups to see whether the change helps.
Bring these to an initial conversation
- One task and its owner
- The tools and information involved
- Common exceptions and approvals
- A baseline and the outcome you want