Doing More with the Same
The name of the game is scaling. You start with a few players, and with your eye on the top line, you increase contracts while keeping your revenue ahead of your operating costs. (Oh, and you should probably recruit and retain the talent that will enable you to do these things.) Sounds simple enough on paper, but for the reasons already outlined, things have gotten a bit more complicated thanks to a little thing called the pandemic.
So, how can you readjust and rewire?
Think of it this way. Growth is about increasing revenues, but scaling requires you to do more with a fixed set of resources. The goal is to create more time so that you can maintain acceptable service levels while also bringing in new business.
Here’s where automated processes and platforms, change management strategies, clear workflows, and data-driven operations can let businesses do more with less time. Even back in 2020, this digital transformation initiative was described by Forrester as a business imperative.
“Given today’s talent challenges, investing in automation is more important than ever,” says Horewitch. “Most businesses can grow without additional labor if they are able to leverage automation. You can automate almost anything that is a repeatable task, and the cost of setting up the automation continues to decrease.”
Automating onboarding processes is also a game changer. It leverages time and resources so you can better maintain these activities. It has the added benefit of making it easier for your clients to complete on their own schedule; it’s easier to watch a video or click through a form on your own time than it is to find room on your calendar.