Most businesses would agree that streamlining operations is critical, but choosing the right automation tools can be overwhelming.
Gartner, a leading technology research firm, evaluates business process automation solutions to identify the top performers that can efficiently improve workflows without extensive technical knowledge.
In this post, we'll discuss Gartner's insights on the magic quadrant for business process automation, including their latest recommendations on the best tools for small to midsize businesses looking to enhance customer service through automation, without overextending limited resources.
Introduction to Business Process Automation Tools
Business process automation (BPA) tools have evolved significantly over the past decade to help small and medium-sized businesses streamline operations, reduce costs, and boost productivity. As these platforms become more powerful yet easier to implement, they enable small teams to automate repetitive administrative tasks, integrate siloed systems, and optimize customer experiences.
According to Gartner, the business process automation market will reach nearly $19 billion by 2023 as companies continue adopting these technologies. Intelligent features like process mining, predictive analytics, and robotic process automation (RPA) make it simpler than ever for small business owners to enhance performance without extensive technical skills.
The Evolution of Business Process Automation
Legacy business process automation started with basic workflow tools to map approval chains and task hand-offs. As cloud computing unlocked new capabilities, BPA platforms incorporated more sophisticated features like:
- Integrations - Connecting apps through API and middleware layers
- Process discovery - Automatically mapping workflows using AI
- Analytics - Tracking KPIs and identifying optimization opportunities
Now small teams can easily build solutions to eliminate manual processes without coding, relying on low-code BPA tools to configure complex automations. This allows staff to focus on high-value responsibilities that drive growth rather than monotonous administrative work.
Essential Features of Automation Tools
When evaluating business process automation platforms, key criteria for small to medium businesses include:
- Easy integration - Connecting core applications through pre-built connectors and APIs
- Process discovery - Visually mapping processes to identify automation opportunities
- Analytics - Tracking KPIs like cycle times and productivity
- Low-code interface - Drag-and-drop configuration minimizing technical skills
- RPA - Incorporating bot workflows to emulate human actions
Prioritizing these features ensures the platform aligns to current needs yet offers room to scale automation over time without adding complexity.
The Role of Gartner in Tool Selection
With an ever-expanding market of solutions, referring to Gartner's analysis offers simplified guidance for small business owners less familiar with the technology landscape.
Gartner evaluates vendors based on completeness of vision and ability to execute, plotting them on the proprietary Magic Quadrant. This visual representation quickly identifies leaders to shortlist for evaluation.
While not a definitive recommendation, Gartner's insights provide an authoritative starting point to narrow options.
Understanding Gartner's Magic Quadrant
The Magic Quadrant contextualizes vendors based on:
- Completeness of vision - Innovation, customer needs understanding
- Ability to execute - Product, sales, and support capabilities
Vendors plotted higher and further right are considered well-positioned to deliver on the promised vision. This analysis removes initial guesswork from the buyer journey.
For small businesses, referring to the Magic Quadrant can kickstart the vetting process on the path to scalable, sustainable process automation.
Gartner's Top Business Process Automation Tools
Gartner, a leading technology research firm, evaluates various business process automation platforms to help companies identify solutions suited to their needs and budgets. Their analysis can guide small and medium businesses (SMBs) towards automation tools that simplify workflows without demanding advanced technical skills.
Best Business Process Automation Tools by Gartner
Gartner has recognized UiPath as a top-rated robotic process automation (RPA) provider for four consecutive years. UiPath offers an easy-to-use platform tailored for SMBs seeking to automate repetitive, manual workflows across back-office and customer-facing operations. Praised for its outstanding customer support and value proposition, UiPath empowers users to build software robots through an intuitive, low-code interface.
Gartner Workflow Automation Magic Quadrant Leaders
Microsoft Power Automate delivers a leading integration and process automation platform served through Microsoft cloud. Highly rated for usability and rapid time-to-value, Power Automate makes it simple for SMBs to connect disparate apps and services to streamline data flows. Users can automate processes through a library of pre-built templates or easily build custom solutions without coding.
Top 10 BPM Tools According to Gartner
Gartner recognizes these top 10 BPM platforms in 2024:
- Jotform Workflows
- Pega
- Appian
- IBM
- Nintex
- BP Logix
- Kissflow
- TrackVia
- ProcessMaker
- Creatio
- Pipefy
This list highlights leaders in the automation space praised for their flexibility, scalability, and ease-of-use - all vital for SMBs with limited resources.
Comparing Best Process Automation Software
While UiPath and Power Automate both offer user-friendly RPA for SMBs, UiPath specializes in automating complex back-office tasks across enterprise systems. In contrast, Power Automate focuses more on integrating SaaS apps and triggering workflow automations. For advanced process discovery and mining, UiPath has the edge. But Power Automate provides slightly simpler app connectors and logic flows between services. Both platforms enable SMBs to start automating quickly without extensive technical skills. When choosing between them, businesses should consider their specific process automation and integration needs.
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Evaluating Business Automation Solutions
When evaluating business process automation platforms, small businesses should prioritize solutions that provide strong value through low total cost of ownership, ease of use for non-technical users, scalability to support growth, and seamless integration capabilities.
Assessing Total Cost of Ownership
Carefully analyzing both upfront costs and ongoing expenses is key for automation tools to align with limited small business budgets. Prioritize solutions with:
- Competitive one-time fees for the base platform
- Predictable pricing for additional users, workflows, integrations etc.
- No long-term contracts or commitments
Getting started with minimal investment can allow small businesses to validate the value of automation before committing higher budgets.
Prioritizing Ease of Use and Low-Code Platforms
Solutions requiring extensive technical skills for setup and administration can create adoption barriers. Prioritize platforms with:
- Intuitive drag-and-drop interfaces
- Pre-built templates for common workflows
- Step-by-step guidance for non-technical users
Low-code automation platforms empower staff at all levels to automate workflows without relying on developers.
Scalability and Business Growth
As your business scales, ensure your automation platform can grow with it by confirming:
- Ability to add unlimited workflows and users
- Options to upgrade for increased usage volumes
- Cloud-based delivery for flexible scalability
Avoid tools that might become obsolete as your business expands.
Integration Capabilities and API Access
Smooth integration with your existing systems is essential for effective workflow automation across business processes. Seek platforms offering:
- Hundreds of pre-built integrations
- Open API for custom connections
- Real-time syncing between systems
With comprehensive API access, you can connect new and legacy programs to enable end-to-end process automation.
Implementing Automation in Small Business
Automation can provide tremendous efficiency gains for small businesses, but it's important to take a strategic approach when implementing these tools. Here is some advice on effectively rolling out automation:
Starting with Small Business Automation
When first adopting automation, it's best to start small by targeting a limited use case that can demonstrate quick wins. This allows you to get comfortable with the technology and build internal support before expanding the automation footprint.
For example, you could begin by using robotic process automation (RPA) to eliminate repetitive data entry or customer service tasks. Once you've achieved success automating these mundane processes, you can move on to more complex workflows.
Developing Efficient Workflows
Before layering automation onto broken processes, it's critical to map out your workflows and optimize them for maximum efficiency. Identify process bottlenecks, redundant steps, and opportunities to simplify. Documenting processes also makes it easier to configure automation tools.
Lean methodology provides useful techniques for streamlining workflows, such as:
- Value stream mapping
- Root cause analysis
- Waste elimination
Optimized workflows amplify the impact of automation.
Leveraging Robotic Process Automation (RPA)
Robotic process automation (RPA) is one of the most accessible entry points into automation for small businesses. RPA software bots can imitate human actions to automate repetitive, rules-based tasks without altering existing systems.
Benefits of RPA include:
- Low barrier to adoption
- Rapid implementation timelines
- Cost savings through increased efficiency
- Improved data quality and accuracy
- Higher job satisfaction by eliminating tedious work
RPA delivers quick wins and can pave the way for expanding automation using more advanced tools.
The Impact of Hyperautomation on Small Enterprises
Hyperautomation involves using multiple, integrated technologies like RPA, AI, and process mining to dramatically transform business operations.
While hyperautomation is gaining traction in large enterprises, small businesses can also realize benefits such as:
- Complete automation of complex business processes
- Improved scalability
- Enhanced customer experience
- Higher quality data for business insights
With the right strategy, small companies can leverage hyperautomation for increased agility and competitive advantage.
Conclusion: Gartner's Insights on Business Process Automation
Summarizing Gartner's Best Automation Picks
Gartner recommends several top business process automation tools for small businesses looking to streamline operations without advanced technical knowledge. Their leading picks provide easy integration, intuitive interfaces, and seamless workflows to automate various processes.
Key criteria for selection include flexibility, scalability, and affordability. Gartner advises looking for low-code platforms with pre-built templates and integrations to minimize setup time. Cloud-based tools offer anywhere access without infrastructure costs.
Overall, Gartner endorses solutions like Dialzara that handle repetitive tasks automatically while enabling staff to focus on high-value activities. The leading options promise rapid implementation and measurable gains in efficiency.
Customer Service Improvement through Automation
Gartner strongly emphasizes customer service improvement as a major benefit of implementing business process automation. Solutions like Dialzara field inquiries 24/7, ensuring no calls or messages are missed.
Automating tedious tasks like appointment booking, data entry, and call transfers liberates staff resources to deliver personalized service. Customers get quick, accurate responses without being passed between departments.
Gartner expects customer satisfaction metrics like first call resolution and inquiry response times to show marked improvements with automation. This drives loyalty, referrals, and business growth over time.
Looking Ahead: The Future of Business Automation
Gartner anticipates exponential growth for business process automation, with over 65% of organizations adopting some form of automation by 2024. They predict hyperautomation will dominate as companies connect multiple applications to streamline end-to-end processes.
Natural language processing and voice technologies will enable more intuitive human-computer interactions. Gartner also foresees increased use of process mining to identify optimization opportunities based on real-time operational data.
As intelligent automation becomes more pervasive, Gartner projects substantially higher returns on investment along with transformative impacts on cost structures and organizational agility over the next decade.
