1、Work Automation Index 2022Automation acts as a great equalizer,influencing which departments automate and who builds automations.Executive summaryFor the second year in a row,this report comes out in a world that is rapidly changing and finds that the way we work is playing catch up.Its not news tha

2、t automation is being used to bridge this gap,but what may surprise you is who in a company is doing that automation.Its not engineers,its not even IT.Heres why:In todays world,customers are digitally native and their expectations are higher than ever,more and more services have moved online,and emp

3、loyees are distributed.You need a high level of speed,scale,and productivity for business transformation.But when you only rely on IT or technical experts to execute this vision,youre limited to completing a few projects at a time.Scale becomes impossible.The rest of the business must be part of the

4、 transformation,and they must be enabled to do so safely with guardrails.Employees without traditional technical or coding skillsor business technologistsare now able to create new solutions using low code/no code platforms.And its only going to continue to increase.According to Gartner,by 2024 80%o

5、f technology products and services will be built by those who are not full-time technical professionals.11 Gartner,“Top Trends for Tech Providers for 2022:The Democratization of Technology,”Mark Driver,1 February 2022.GARTNER is a registered trademark and service mark of Gartner,Inc.and/or its affil

6、iates in the U.S.and internationally and is used herein with permission.All rights reserved.In this paperExecutive summary.3More departments are automating than ever before.8Automation growth by industry.10Most commonly automated processes in 2021.11Automation adoption by department.13Growth in auto

7、mation by department over the past year.14Growth in automation by department from 2020-2022.15Top automated processes within each department.17Automation growth by region.44Top 10 apps used across all automated workflows.48Conclusion.49M|3W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o

8、M A T I o N I N D E x 2 0 2 2With greater access to automation,IT will have to encourage and support business technologists by providing training,consulting,best practices,“guardrails”and all kinds of support services to help them use automation effectively and safely.In this model IT is able to be

9、a strategic partner to the business,and projects can be co-created.IT can still govern new projects,while the business becomes responsible for running them.“IT needs to get out of the way.As these low code/no code tools are coming in from the business we need to be partnering with them.And IT needs

10、to be open to that.”C A R T E R B U S S E,C I o o F W o R k A T oWe see this happening already,with business operations,including sales,marketing,finance,HR,and customer support operations roles,creating the fastest automation growth.Dataops automations have grown 332%over last year.Sales ops and ma

11、rketing ops automations have both grown over 200%in the past year and are part of the top 10 most automated processes.This report is based on anonymized data that we collected from our enterprise customer base to identify trends and to see how automation is being put to work in the real world.We loo

12、ked at nearly 900 mid-size to large enterprises between February 2021 and January 2022 to determine which workflows are being automated most frequently,and which applications are used to create those workflows.Lets dive into our key findings.Automation:The great equalizerWe predict automation will a

13、ct as a great equalizer.Both in terms of which departments are automating and who is creating those automations.Automation is not just for IT departments,but can and will be used by all departments in an organization,creating an opportunity to be more efficient and deliver better business outcomes.“

14、Business leaders recognize that solving problems with automation leads to business agility,innovation,and faster time to value.”M A S S I M o P E Z Z I N I,H E A D o F R E S E A R C H,F U T U R E o F T H E E N T E R P R I S E A T W o R k A T oour findings show that in 2021 automation continued to mo

15、ve outside of IT and spread throughout the organization.66%of organizations now have 5 or more departments using automation and the number of organizations with 7 departments automating has nearly tripled since 2019.As for which departments are automating,IT automations make up 25%of automated proce

16、sses this year,while they accounted for nearly 40%of all automated processes last year.With so many automations being built outside of the IT department,who is building them?We found that 23%of automations were built by non-technical users in business operations roles,the highest of any persona in b

17、oth business and IT.The role of IT:From delivery to enablerAs a result,the role of IT has shifted from delivering projects to being an enabler of the business,a change that actually makes the department even more valuable to an organization.The relationship between the business and IT becomes more l

18、ike that of a player and a coach,where the coach provides support and guidance to help the player do their |5W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2key FindingsAutomation usage is exploding as it becomes more accessible.The number of automations is

19、doubling year over year.Weve seen massive growth since 2020:1074%growth in business intelligence automations,666%in customer support,659%in finance,and so on.Automation technology has become more accessible and organizations are using it to create new solutions.More departments are automating than e

20、ver before.The number of organizations with 7 departments automating has nearly tripled since 2019.Which departments are automating is also shifting.IT automations make up 25%of automated processes this year,while they accounted for nearly 40%of all automated processes last year.“Its really just ama

21、zing to see that IT teams are now becoming the less dominant automation creators.I think this demonstrates that when you have the right guardrails,the right governorship,and the right tools in place its possible to have business users creating automation safely.”C A R T E R B U S S E,C I o A T W o R

22、 k A T oHR automation continues to be a primary focus for organizations.As the competition for top talent continues and“work from anywhere”becomes the norm,HR teams are using automation to stand out and improve the employee experience right from the start.As a result,recruiting automations grew 316%

23、over last year.“Regardless of the market,the candidate experience is super important.Top talent has so many different opportunities that we need to be able to run a smooth process in a succinct amount of time so we dont lose people.Automation helps us to have regular touchpoints and communications w

24、ith candidates.”k E R R Y M o o R E,V P o F T A L E N T A N D D I V E R S I T Y A T W o R k A T oFinance is the most automated department.Finance moved just past IT,totaling 26%of all automations.order-to-cash continues to be one of the top automated processes.Record-to-report automation also saw si

25、gnificant growth with a 290%increase.Data creates a way for IT to add strategic value to the business.Businesses are striving to become more data-driven and to use their data to make real-time decisions.The Dataops function is one of the top departments with 3x growth in automations in the past year

26、.“The biggest thing that an IT department can do to make an impact and drive business outcomes is to provide great data for your business.This is where I see that IT can become strategic and bring real value.”C A R T E R B U S S E,C I o A T W o R k A T oAutomation becomes a global opportunity.This y

27、ear,we included regional data to track how automation is growing across organizations in EMEA and APJ.In EMEA,we see the growth in automations for processes like insights and analytics,which has grown 403%in the past year,as well as in financial processes like record-to-report,and in IT operations.F

28、or APJ,the focus is on financial automations with record-to-report growing 569%in the past year,and procure-to-pay growing 514%.Marketing operations and customer support are also top automated processes in APJ.With these key findings established,lets take a deeper dive into the top processes,departm

29、ents and other trends revealed in our |7W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Changes in number of departments with automated processes 2020 vs.2021Number of departments with automated processes in 2021 28%of organizations have 7 departments using

30、automation,3x higher than in 2019.In 2020,the majority of companies were automating processes in only 1-2 departments.In 2021,the majority are automating in 7 departments.More organizations are starting to allow automation at scale within their companies thanks to improved compliance and governance

31、capabilities in tools.Automation reaches more departments than ever |9W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Automation growth by industryWhich industries are using automation?Technology companies are where you might expect to see high levels of aut

32、omation,and we do see that the technology companies in our user base are very automated.But in terms of growth,we see other industries embracing automation.Automations created by organizations in the healthcare and pharma industry grew by 857%in the past year,and we expect that this will continue to

33、 trend up.The hospitality industry has struggled over the past two years with lockdowns and travel restrictions keeping people at home.As the industry begins to recover,we see that automations have grown by an incredible 1518%in the past year.Most commonly automated processes in 2021Top 10 most auto

34、mated processes overall across all departments1.order-to-cash2.Dataops3.IT service management 4.Sales operations5.Employee and workplace-IT6.IT operations7.Marketing operations8.Customer support9.Procure-to-pay10.Record-to-reportProcess DefinitionsOrder-to-Cash:This is a catch-all term for the proce

35、ss of fulfilling,invoicing and delivering goods or services,and its one of the most crucial workflows in any business.order-to-cash is often a manual,error-prone process,and important sales and financial data can be inaccessible to those who need it.Automating order-to-cash aligns and syncs CRM and

36、ERP systems,speeding order-to-fulfill cycles and reducing day sales outstanding(DSo).Data Pipelines:Data has been critical to helping businesses navigate their way through the pandemic,with many using cloud analytics to better forecast demand and optimize supply chains.Data pipelines pull data from

37、core enterprise apps such as ERP and CRM systems and deliver it to cloud services where it can be analyzed quickly and at scale.Automating these pipelines eliminates human error and ensures that analytics teams and applications have accurate,current data.IT Operations:Enterprises also turned to auto

38、mation to keep their IT infrastructure up and running.These IT workflows address needs such as application monitoring,database setup and security provisioning,ensuring there is current information about how infrastructure is performing and reducing configuration errors that can result from manual pr

39、ocesses.IT operations accounted for 12%of all automated processes,with the volume of automations across all customers up more than double(165%)from last year.IT Helpdesk:As the pandemic began,helpdesks found themselves inundated with support requests from remote workers to help them get set up at ho

40、me.IT teams turned to automated workflows to speed the process of setting up VPNs,delivering equipment such as webcams and headphones,and resetting passwords.The total volume of automated helpdesk processes in use more than tripled from 2020,rising 202%,to account for 10%of all automated workflows.S

41、ales Operations:As businesses seek to optimize their sales pipelines and create more targeted interactions,sales operations is a prime target for automation.By connecting applications in areas like sales,marketing and support,sales teams gain a 360-degree view of customers and prospects that allows

42、them to personalize pitches and capitalize on upsell opportunities.When we look at all automations created,order-to-cash is the most commonly automated process across our user base.Now,lets take a look at which processes have grown the most when comparing 2020 with |11W o R k A U T o M A T I o N I N

43、 D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2overall top processes by growth percentageReturns and refunds is not one of the most common automations,but tops the list in terms of growth.This is a strong indicator that well see more emphasis on a smooth return and refund process in the

44、coming yearno surprise as online shopping remains the primary commerce channel of choice despite brick-and-mortar locations reopening.Dataops was also flagged as an emerging trend in last years report and now were seeing that momentum continue with 332%growth.Delivering data insights from your produ

45、ct or data warehouse and delivering it to other critical business applications(like a CRM or CS app or even into Slack)has become an incredible opportunity for IT to add value to the business,and this data shows that IT orgs are taking notice.Last year,the top 3 fastest growing processes were Dataop

46、s,customer support,and HR analytics.This year,we see customer support move to the bottom of the list and HR analytics fall off the top 10.Although HR analytics has moved down the list,we continue to see high growth in other parts of HR like recruiting and employee onboarding.Automation adoption by d

47、epartmentThis years data shows that finance and accounting is the most automated departmentno surprise as collecting money from customers and paying business expenses are arguably the most critical processes to a business.Automation decreases errors,ensures timely payout,and provides a smooth paymen

48、t experience for customers.This is an upset to last years data,which had IT as the most automated department.However,IT is generally very involved in creating financial automations and partners closely with the Chief Finance officer.Finance overtaking IT as the most automated department is testament

49、 to the IT department acting as enablers of business.As another proofpoint,IT automations accounted for nearly 40%of all automated processes last year,so we can see that automation is becoming more dispersed across |13W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x

50、 2 0 2 2Growth in automation by department over the past yearThese YoY growth figures show where automation is expanding the quickest across departments.Dataops experienced the largest growth at 303%in the last year,and has continued to be one of the fastest growing departments for automation over t

51、he past 2 years.Although IT is accounting for fewer automations across departments as a whole,IT automations still grew 240%last year.Growth in automation by department from 2020-2022If we zoom out and look at growth over the last two years,the emphasis on Dataops automation is even more pronounced.

52、Customer support automations come back into focus as a key area for automation although it did not grow as much this year as in previous |15W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Top automated processes within each departmentDevelopers are no longer

53、 the largest creators of automated workflows.Business technologists are building more automations.Who builds automationsAs weve already said,automation will act as a great equalizer and who is creating automations is shifting.Business technologists across departments are able to build automations to

54、 improve their workflows and we expect to only see this number grow.This year,the main automation builders were in business operations,including sales,marketing,finance,HR,revenue,and customer support.And over 70%of the automations in the marketing,sales,and customer success teams are being created

55、by business users themselves.The IT operations and service management team,which is predominantly made up of non-developers,is the largest team in IT building automations.*Business technology roles reporting into IT|17W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x

56、 2 0 2 2Who builds automations in IT?Breakdown of automations in ITIT service management automations account for 48%of automated processes in IT.IT service management automations were also the second highest in terms of growth,at 235%.Many ITSM processes can be automated,such as ticket routing and a

57、pprovals and incident and request management,which we see from the growth numbers here,helping IT to deliver services more quickly to the organization and improve operational efficiency.IT service management enables the IT department to better serve the needs of the business and be a strategic partn

58、er in business growth.I N F o R M A T I o N T E C H N o L o G Y (I T)|19W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated process growth in ITIT operations was the fastest growing area within IT.Especially as businesses become more digital and co

59、ntinue to add and expand services,IT operations is critical for managing the health and performance of the infrastructure that supports business services and determining how software should be managed.Reducing errors,monitoring applications,and improving security and governance through automation is

60、 important as business users have more access to technology through SaaS and low code/no code platforms.Which automations make up these top IT processes?The top applications connected in ITThe top applications connected to build these automated IT workflows are ServiceNow,Jira,Zendesk,okta,Snowflake

61、,Salesforce,Active Directory,SQL Server and PostgreSQL.Slack and ServiceNow are used frequently in IT service management automations.These applications are commonly used as the interface to kick off IT services and help desk processes.Slack is used in 18%and ServiceNow in 9%of IT service management

62、automations.SQL Server is part of 21%of IT operations automations for processes like autonomous operations,health log analytics,and site reliability |21W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Breakdown of automations in DataopsDataops had 3x growth i

63、n automations over last year.The Dataops function is one of the top departments in terms of automation growth,and had 3x growth in automations in the past year.Dataops is also one of the top automated processes overall,and grew 332%over last year.Data warehousing makes up 61%of the automations withi

64、n Dataops.D A T A o P SWho builds automations in Dataops?|23W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated process growth in ITWhich automations make up these top processes?The top applications connected in Dataops:Snowflake is one of the most

65、 frequently used applications as part of automated data processes and is used in 23%of data warehousing automations and 9%in operations data storage automations.Its also frequently part of automations for processes like insights and analytics and reverse ETL.Reverse ETL is another important process

66、within Dataops.SQL Server is used in 32%of reverse ETL automations,and Amazon S3 is used in 13%.The other top applications connected to build automated Dataops processes are Salesforce,Netsuite,Google BigQuery,PostgreSQL,and R|25W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o

67、N I N D E x 2 0 2 2Breakdown of automations in finance&accountingorder-to-cash continues to be the top automated workflow for finance teams.order-to-cash accounts for 57%of all automated processes.However,in last years report order-to-cash accounted for 72.5%of all automated financial processes so o

68、ther financial automations are starting to catch up.As organizations begin their automation journey,they often focus all of their energy on the most critical top processes,such as order-to-cash.As we see the growth of other automated finance processes,we expect that automation will continue to push

69、to the edges of organizations as they realize the benefits of automating outside of critical business processes.F I N A N C E&A C C o U N T I N GWho builds automations in finance&accounting?|27W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated pro

70、cess growth in finance&accounting Record-to-report and procure-to-pay show rapid growth.Record-to-report made up 6.6%of finance automations last year,but has grown to 15%this year,making it the fastest growing process with 291%year over year growth.As weve seen with the growth of other data-related

71、processes,the finance department is also focused on managing and delivering accurate data to leadership about the organizations financial performance.Procure-to-pay automations grew 282%in the past year,making it the second highest in terms of growth.Which automations make up these top processes?The

72、 top applications connected in finance&accounting:NetSuite and Salesforce are two of the most popular applications used across finance workflows.Salesforce is used in 42%of order-to-cash workflows and 21%in procure-to-pay.NetSuite is used in 29%of record-to-report automations,and 25%in order-to-cash

73、.other top applications for finance automations are SQL Server,oracle,Coupa,Shopify,Snowflake,Concur,and PostgreSQL|29W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Breakdown of automations in marketingCampaign operations is the most automated process in ma

74、rketing.Campaign operations account for 40%of all automated processes in marketing,and also grew 287%in the past year.Campaign operations workflows often involve everything in a campaign not related to leads,including creative© approvals,file storage,and capturing performance data.It might mean

75、connecting CRM systems,marketing apps,and project management tools,allowing teams to plan,execute,and measure the impact of campaigns.Automating campaign execution processes helps creative resources avoid data entry and campaign leaders remove manual steps from reporting.R E V o P S,S A L E S A N D

76、M A R k E T I N GWho builds automations in sales&marketing?|31W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated process growth in marketing Lead routing and management is a top priority.Although campaign operations is the top automated process in

77、 marketing,the last year of work in automation has been focused on leads.Lead routing is the top growing process at 677%,but other contenders include notifications about lead status(lead tracking,393%)and sophisticated scoring calculations(lead scoring,320%).Breakdown of automations in salesAutomati

78、ng core sales&revenue operations processes.Sales operations is focused on helping sales teams to sell faster and more efficiently as well as improving the buying experience.Automation helps sales teams stay focused on customer relationships,avoid busywork,and ensure every customer touchpoint offers

79、value.These priorities are clear in the most automated workflows within sales operations in 2021:teams are reducing manual steps by automatically generating and managing sales contracts(31%of automations),and surfacing the right information for reps at different stages of the opportunity lifecycle(2

80、0%of automations)|33W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated process growth in sales Just like marketing,leads are a top priority for sales with MQL routing seeing the biggest growth from last year at 460%.More effort is going towards he

81、lping build a holistic view of an opportunity(Deal intelligence,433%growth)and maximizing AI and NLP insights from sales conversations(Conversation intelligence,400%growth).Just as with the high growth in lead routing and management in marketing operations,we see the emphasis on using automation to

82、get qualified leads and relevant information about them to sales reps as quickly as possible so they can work to close opportunities.Which automations make up these top processes?The top applications connected in sales&marketing:The top applications connected as part of sales and marketing workflows

83、 are Salesforce,Marketo,Slack,SQL Server,HubSpot,NetSuite,and Microsoft Dynamics CRM.Salesforce is the most popular application used in most automations.For example,Salesforce is used in 46%of campaign operations automations and 48%of lead and contact enrichment automations.Slack is also a top appli

84、cation used across marketing and sales.Connecting Slack with a marketing automation platform and CRM lets lead information be routed to sales reps,opportunity information updated,and deals approved from within the app.Slack is used in 32%of MQL routing automations,9%of marketing automation and CRM s

85、ync processes,and 7%of overall marketing operations |35W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Breakdown of automations in human resourcesEmployee onboarding remains most automated process in HR.Employee onboarding automations grew 256%in the past ye

86、ar,and make up 20%of automated HR processes.With remote and hybrid work here to stay,ensuring a streamlined onboarding process for employees regardless of location has become a priority.With automation,you can automatically move candidate data into your platform,send offer letters for signature,prov

87、ision required applications and devices,and update payroll.H U M A N R E S o U R C E SWho builds automations in human resources?|37W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated process growth in human resources Employee experience is at the c

88、enter of HR automations.The competition for top talent and the Great Resignation have forced an even bigger focus on the employee experience,which starts at recruitment.HR automations provide a way to streamline the recruitment process and get top candidates into your organization faster.Recruitment

89、 automations were up by 316%in the last year.Automations around performance and development also grew by 275%,emphasizing the need to encourage employees to stay and grow their career with your organization.Which automations make up these top processes?The top applications connected in HR:The main a

90、pplications connected as part of HR automations are Workday,Greenhouse,DocuSign,BambooHR,okta,and Google Calendar.Workday and okta are important applications for employee onboarding workflows.Workday is used in 6%of employee onboarding automations and okta is used in 10%.Slack and Microsoft Teams ar

91、e also frequently used in HR automations.Slack is used in 24%of recruiting automations for things like sending out offer letters,job setup and approvals,and reminding interviewers to complete scorecards after talking with candidates.Microsoft Teams is used in 5%of employee onboarding automations to

92、help with identity and access provisioning,requesting setup for required accounts and applications,and anything else a new employee might need on their first |39W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Breakdown of automations in customer supportImpro

93、ving the customer experience with automation.As part of customer operations,customer experience and NPS survey automations grew by 378%in the past year,demonstrating the importance of understanding the needs of customers and seeking out their feedback.Automation has made it possible to have access t

94、o customer input faster and on a wider scale.We also can see the need to respond to customer questions and issues faster with the rise in chatbots as part of customer support.Automations for virtual agents(chatbots)was the process that grew the most year over year with 397%growth.C U S T o M E R S U

95、 P P o R TWho builds automations in customer support?|41W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2YoY automated process growth in customer support Returns and refunds automations continue to grow.Returns and refunds automations grew 338%in the past yea

96、r.This was also one of the fastest growing customer support processes last year as many customer support operations became digital.online shopping has grown exponentially over the past few years,and as a result businesses need a fast and efficient returns process.Which automations make up these top

97、processes?The top applications connected in customer support:The top applications used in these processes are Salesforce,Zendesk,ServiceNow,Jira,NetSuite,Microsoft Dynamics CRM,Microsoft Teams,and Slack.Customer operations automations related to customer accounts use Salesforce in 41%of automated pr

98、ocesses and Slack in 11%of automations to help with churn detection,account management,and new customer onboarding.When dealing with customer support tickets,requests,and escalations,Zendesk is used in 17%of automations and Jira is used in 13%|43W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A

99、 U T o M A T I o N I N D E x 2 0 2 2Automation growth by regionE U R o P E,M I D D L E E A S T,A N D A F R I C A (E M E A)Top 10 automated processes in 20211.Record-to-report2.IT operations3.Marketing operations4.Procure-to-pay5.Employee and workplace-IT6.DataOps7.Sales operations8.Customer support9

100、.IT service management10.Order-to-cashoverall top processes by growth When we look at all automations created in EMEA,record-to-report is the most commonly automated process.It also tops the list when we compare which processes have grown the most from 2020 to 2021,with 364%growth in the past year.I

101、T operations is also an important area for organizations in EMEA,and had 297%growth in automated processes in the past year.HR automations are a growing focus in EMEAEmployee onboarding automations grew by 269%and recruiting automations grew by 243%in the past year.Notice periods can vary widely acr

102、oss the world and in EMEA it is often several months between when a new employee accepts your job offer and their start date.kerry Moore,VP of Talent and Diversity at Workato,recommends focusing on making new employees feel connected to your company before they even start.“Its going to continue to b

103、e really important to find unique ways to create a quick connection for employees.Its all about creating a personal experience.Automation helps you to create personalized moments for your employees,without having one person responsible for managing those interactions manually,”said M|45W o R k A U T

104、 o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2A S I A P A C I F I C A N D J A P A N (A P J)Top 10 automated processes in 20211.Record-to-report2.Procure-to-pay 3.Marketing operations4.Customer support 5.DataOps6.Order-to-cash7.Sales operations8.IT operations9.IT servic

105、e management10.Employee and workplace-IToverall top processes by growthMarketing operations and customer support are some of the most commonly automated processes in APJ when we look at all automations created in 2021.Marketing operations automation grew by 380%from 2020 to 2021,showing the importan

106、ce of tracking and managing leads,accessing analytics to report performance,and running efficient campaigns to grow the business.This data also shows the global trend of improving customer support operations this year as retail continues to migrate online and the ongoing need for customers to easily

107、 return items.Returns and refunds automations increased by a massive 1005%for our user base in APJ.In Singapore,for example,coming out of the pandemic many retailers have had to deal with rising occupancy costs and labor issues that have led to the closure of many brick-and-mortar retail stores,incl

108、uding major household names like Robinsons and Topshop,while e-commerce has grown exponentially.Rapid growth in automated finance processes in APJWe see that finance automations are a priority in APJ and have grown rapidly in the past year.Business critical financial processes like order-to-cash,rec

109、ord-to-report,and procure-to-pay are some of the most commonly automated processes for organizations in the region,and have also seen huge growth in the past year.Many of these finance automations are through NetSuite,which we also see is one of the most popular applications in APJ|47W o R k A U T o

110、 M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2Top 10 apps used across all automated workflowsThe top 10 applications globally look pretty similar to last year with Salesforce unsurprisingly topping the list.Slack remains in the second spot.NetSuite is unseated from the t

111、hird most used to the fourth,with SQL Server taking its place.Snowflake moved up from the 8th spot to the 5th,which makes sense with the increased focus on Dataops.Top 10 applications used globallyTop 10 applications used in Europe,the Middle East,and AfricaTop 10 applications used in Asia Pacific a

112、nd JapanMethodologyThis report is based on anonymized data collected from 900 midsize($50M to$2B in annual revenue)to enterprise(over$2B in annual revenue)Workato customers who use automation in their businesses.We looked at all of the automated workflows created at these companies from February 202

113、1 to January 2022,as well as compared to the period from February 2020 to January 2021 for year over year trends.We also looked at the job titles of those people creating the workflows to determine the relative proportion of developers and engineers and business users who built those automations.Con

114、clusionAutomation is no longer a“nice to have”for businesses;its unavoidable for growth.As organizations become more digital and the majority of customer interactions are online,you have to automate in order to stay relevant and scale.Automation enables companies to be more agile,efficient,innovativ

115、e,and able to respond to changing market conditions,which has been incredibly important during the events of the past few years.As weve seen in this years data,automation is not just for IT departments or developers anymore.As more and more employees become aware of the strategic and tactical benefi

116、ts of enterprise automation,adoption across a growing number of departments will continue.We expect that the use cases and workflows automated will continue to diversify in the coming year,and that business technologists will continue to drive significant automation growth.We see this as an opportun

117、ity for the business and IT to collaborate to create a strategic automated enterprise that delivers better business solutions.As ITs role continues to shift from delivery to enabler of the business,its new focus will be on helping business users to pursue enterprise automation in an increasingly self-service way.To learn more,visit |49W o R k A U T o M A T I o N I N D E x 2 0 2 2W o R k A U T o M A T I o N I N D E x 2 0 2 2