By Daniel Phu and Trevor Harris

How much of the day does your organisation spend on the work that effectively delivers on critical customer outcomes? It’s a question that is asked regularly, yet hardly answered with anything encouraging. Tasks such as emails, reporting and other forms of administration can divert time away from work that really matters to your organisation.

Does this sound familiar? What if there was a way to reduce or eliminate repetitive tasks that are necessary but low value? What if a team could get 30 minutes, or even an hour, back in their day? What would that be worth to your organisation? A simple, easy to implement Automation solution can deliver on this.

Perceived barriers to Automation adoption include lack of expertise, high costs, and work complexity. That’s no longer the case. Workplace automation can be done quickly and effectively, helping people and teams focus on value-adding tasks for customer outcomes. With the right solutions in place, Automation will take over mundane and repetitive work, enabling staff to use their skills and time to complete work that impacts customer outcomes. Coxswain Alliance has been able to deliver just that with our partner ThinkAutomation.

“Reducing the small stress of this task enables us to focus and work more efficiently as a team.” – Asset Management Team.

Adobe’s annual email survey found that staff spend on average 3.1 hours per day sending and checking their emails alone, amounting to 15.5 hours per week – and a shocking 20 full weeks of the year. More than half of those surveyed felt their productivity and focus was hampered by regularly checking their inbox, but felt it was something they needed to do, while almost two thirds said their regular email checks massively reduced their productivity.

Use Case: Automation enabling the prioritisation of work tasks

An asset management team in large-scale Australian community housing organisation received an average volume of 177 emails a day. This volume needed to be triaged so the team could prioritise the right emails and focus on customer-related work. This triaging process accounted for 1.5 hours of effort a day and was necessary to prioritise tasks. Process was time hungry, person dependent, at times overwhelming and could result in errors.

Coxswain Alliance with ThinkAutomation offered an alternative. The solution was built and tested to automatically read and allocate inbound emails into appropriate folders for staff to access. This meant the manual triaging was eradicated completely freeing up +1.5 hours back in the team’s day which could now be focused on urgent tenant repairs and the prioritisation of core-work vital to their customers.

The return on investment was a no brainer.


Automation can enable your organisation to do more  

Australian unemployment is currently at 3.5%, its lowest ever in four decades.  However, businesses reported a 40% increase in operating expenses over the last month and 39% of businesses reported they expect the price of their goods and services to increase over the next three months.  This is the time to consider workplace automation for your organisation by reducing and sometimes eliminating activities. Doing so provides time and headspace back, enabling your staff to focus solely on activities that matter and are critical to customer outcomes. Effectively, automation will support your business to be the best it can be.

Benefits of automation include:

  • Reducing workload and promoting business-critical productivity
  • Improves customer satisfaction
  • Reduces cost
  • Increases output
  • Promotes efficiencies
  • Increases worker engagement
  • Optimises skill use and skillsets
  • Reduction in manual human error

Wondering whether Automation can help you?

Automation is fast becoming (if not already) a part of every business’s future plan to lead the charge in serving their customers in the most effective and efficient ways possible. A recent study found that 31% of businesses have already fully automated at least one function. Now, more than ever, leaders should be considering where work can be automated so that their people can focus on what truly matters.

Do you think Automation can benefit you? Find out more about how Coxswain Alliance and ThinkAutomation can help you, visit us at

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