Why hasn't automation worked? We explain with examples and reveal the secret of an effective approach

We see more and more posts on the web where companies share their disappointment after implementing ERP, CRM, HRM and other automation systems. They seem to have done everything 'right': spent time, resources, hired consultants. But the effect is zero. On the contrary, new difficulties, more manual work, people getting lost in new interfaces. Why is this happening?

Let's try to find out.

Automation is not a magic wand

Technology, no matter how advanced and powerful, does not solve a company's problems on its own. Automation doesn't fix randomness - it requires a clear approach. It is not a magic wand. On the contrary, if there is an inefficient or unclear process at the root, automation will only 'preserve' these problems.

To reap the benefits, automation must be applied to well-structured, understandable, end-to-end processes - those that create value for the end user.

What is a process, and why is its end-to-end nature important?

Let's start with the basics.

A process is a periodically repeated sequence of interrelated actions aimed at achieving a specific goal, in which each participant plays their clearly defined role. In business, processes are the engine that turns resources into results: a product, a service, or value for the customer.

What are business processes?

Business processes fall into several categories:

• Core - directly creating value for the customer (e.g. product manufacture, delivery, service).
• Support - ensuring the effective operation of the core (e.g. IT support, HR, accounting).
• Management - responsible for strategic planning, control and decision making.

What are end-to-end processes?

End-to-end processes are a special type of business process. These are processes that run through several departments, functional areas or even involve external partners. Their main characteristic is the continuity of the execution logic and the shared responsibility for the result.

For example, the order processing process may start in the sales department, go through production or warehousing, logistics, financial services, and end at the customer's receiving location.

Such a process does not belong to a particular department - it 'pervades' the whole company, combining efforts to achieve a common result.

Why are end-to-end processes important?

They have the greatest impact on the quality of customer service and business efficiency in general. Optimising or automating them has a tangible effect.

Here are some reasons why you should pay attention to end-to-end processes:

1. Deliver direct value to the customer - if something doesn't work, it's immediately visible from the outside.
2. Have many participants - the more people and systems involved, the greater the chance of errors, delays and misunderstandings.
3. They are the best candidates for automation, particularly because of their complexity and repeatability.
4. Help identify bottlenecks - automated management helps eliminate problems before they affect the bottom line.
5. Increase transparency and control - everyone involved knows their role and management has a complete picture of the process.

How to work with processes?

• To manage processes, you first need to:
• Identify;
• Describe them;
• Visualise in a convenient notation (e.g. BPMN);
• Analyse - where delays occur, where improvements can be made;
• Optimise;
• And finally, automate.

Why is end-to-end process automation the key to success?

By automating individual tasks - such as sending emails, signing documents or updating CRM records - we reduce the amount of manual work. But such fragmented automation only solves local problems. It doesn't ensure efficiency across the organisation, it doesn't ensure consistency between departments, and it doesn't allow you to see the big picture of the process.

It's another thing altogether to automate end-to-end processes that span multiple departments or even external partners, and that follow a customer or product from initial request to final result. This is not just task automation, but process orchestration - the management of the entire sequence of actions as a single, coherent flow.

This is where Business Process Management (BPM) comes in - an approach that makes it possible:

• see the process as a whole;
• identify bottlenecks;
• measure efficiency;
• flexibly change the logic of work in real time;
• integrate both automated and manual stages into a single workflow.

This is particularly important because even modern IT systems (ERP, CRM, HRM, etc.), which are often implemented for automation purposes, do not fully cover the entire logic of the end-to-end process. They work within their functional areas, and that's why an overarching system is needed to coordinate all these parts. Such a system is a BPM platform (e.g. Camunda) that provides orchestration of tasks, regardless of the system in which they are performed.

Two ways to automate - which one to choose?

Bottom-up: you can automate individual tasks first and then combine them into end-to-end processes.

Top-down: either the entire process is automated at once, with clear logic, sequence, role assignment and outcome control.

The most effective approach is to combine task automation with process orchestration, and this is exactly what you get:

• Maximum productivity;
• Transparency at every stage;
• Rapid response to changes;
• Minimisation of errors and, most importantly, a high level of customer focus as the entire process from request to result is smooth and predictable.

What to do before automation?

1. Analyse the processes and identify those that have the greatest impact on the business (most likely to be end-to-end processes).
2. Prioritise: choose the right order for automation.
3. Choose tools - for example Camunda for complex orchestration and integration with IT systems.
4. Bring in experts to help you tailor the solution to the specifics of your business.

End-to-end process automation is not just a convenience. It is the basis for sustainable growth, adaptability to change and survival in the digital competition.

The benefits of BPM: why it works

1. Flexibility. You can quickly change the process logic without redesigning the entire system.
2. Productivity. Elimination of unnecessary steps, parallel processing and bottleneck optimisation.
3. Efficiency and risk reduction. Transparency helps identify inefficiencies and prevent fraud.
4. Compliance. Ensure compliance with regulations and standards.
5. Employee satisfaction. Less routine work, easier access to information.
6. Customer focus. Faster and better service.
7. Repeatability. All processes work the same way, regardless of staff turnover.
8. Resilience. The ability to adapt processes to new conditions without losing efficiency.
9. Measurability. Processes can be analysed, compared against targets and improved based on data.

Camunda and its approach to process automation

An example of a truly effective tool for automating business processes is the Camunda platform. It stands out not only for its powerful functionality, but also for the philosophy behind its approach - it's not about the chaotic automation of individual tasks, but about the orderly orchestration of processes across the entire organisation.

Camunda makes it possible:

• Automate tasks, both simple routine and complex, using RPA, AI agents or integration with other systems.
• Orchestrate the interaction between different people, departments and IT systems (CRM, ERP, HRM, ABC, etc.), ensuring a clear sequence of actions and control over their implementation.
• Visualise, modify and control business processes through a user-friendly interface based on open standards BPMN and DMN.

Camunda is not just a set of tools. It is a strategic approach for digital business transformation.

Why did we choose Camunda?

• Flexibility and scalability. Camunda is suitable for organisations of all sizes - from start-ups to large enterprises. Its microservice architecture and API-first approach make it easy to integrate into an existing IT ecosystem.
• End-to-end automation support. With Camunda, you can not only automate individual steps, but also manage all related processes in a single flow, which is particularly important for achieving business goals.
• Transparency and control. Monitoring and reporting tools give you a complete picture of what is being done, when and by whom, where there are bottlenecks and how to optimise resources.
• Easy modelling and scaling. Using BPMN and DMN, process models can be easily adapted to changes, and new processes can be quickly added without stopping the entire system.
• Systematic approach. Camunda supports a culture of consistent automation - from process analysis to implementation and optimisation. This ensures a sustainable result rather than a short-term effect.

If you're looking for a solution that allows you to build controlled, flexible, and transparent automation, Camunda is a reliable compass on this journey. And most importantly, it adapts to your business, not the other way round.

What's next?

Once you've analysed your business processes, described them, prioritised automation, and chosen the right platform, it's time to take an equally important step: finding a reliable implementation partner. The Integrity Vision team has deep expertise and years of experience in business process automation and is ready to become your guide on the path to efficient and transparent processes.

Our goal is to make automation not a source of stress, but a driver of efficiency, convenience, and scalability. With the Integrity Vision approach, you will receive not just an implemented solution, but also:

• individual approach to your business;
• optimal architecture and fast implementation;
• flexible integration with existing systems;
• support, training and development of your internal expertise.

We don't just set up a technical platform - we create the conditions for your company to live with processes and manage them effectively.

Ready to move towards smart automation now? Contact us and we will help you turn your processes into a source of real business value.

Integrity Vision is your reliable partner on this journey.