Since I joined Autologyx, ex-colleagues, clients, and industry peers have asked me what type of problems the Autologyx platform solves. Distilling a platform down to specific use cases can be difficult, especially for one designed with adaptability, flexibility, and scalability in mind.
I usually describe the following three main areas in which our customers are trying to solve fundamental business problems.
• Automated self-service
• Internal process improvement
• Improved customer delivery
Automated Self Service
The first group of solutions is very specific in design and aims to distil a specialised function’s expertise and experience into a digital service for a targeted audience.
These services deliver the expertise of legal, HR, or another function, without the burden of triage and management. It places the tools in the hands of the customer and allows them to respond and react to their business needs 24/7.
For example, the business may want to create a new business line for their customers by allowing them to log in and access services and solutions, such as managing health & safety checklists. Another example might be the legal team’s service to its business units, automating commonly requested document types and services.
These use cases are often part of the business broader digital transformation effort or a specific team. They replace the human element of handling volume work, repeatable tasks and requests. Ultimately, by implementing these services, the business unit will be improving its service levels and delivering a better customer experience.
Internal Process Improvement
Another area of focus for our customers is operational excellence. Often, our customers focus on creating solutions for their customers and parties outside of their organisation, more on that later. Still, there has been a shift in focus since the pandemic on internal efficiency and optimising internal processes.
It is essentially an effort to reduce repetitive admin work and decrease efforts when multiple technologies are required. Anytime a process involves multiple systems unconnected in a workflow, there are often risks associated with double entry, triple checking, and the time needed to complete these processes.
Whether you call it internal operational efficiency, effectiveness, or excellence, it is often an effort to process candidates, manage matters, approve case status, or review contracts quickly and efficiently, moving things from one stage to the next.
Autologyx strives to meet users where they are working and adapt to how they work. Frequently, end-users may receive emails with a task to complete, a form to fill, or notifications with attachments, unaware of the behind-the-scenes automation.
Customer-facing products and services
The final solution type focuses on the customer. They include delivering new or existing solutions directly to customers or focusing on providing both expertise and automation in processes to provide knowledge and capability.
In other words, digital services fulfil all or part of the service line to a customer. In such a scenario, customers use Autologyx to integrate and manage across multiple systems and teams, whether internal and/or external to the organisation. Customers may also leverage Autologyx to deliver services for clients, such as volume claims or litigation services, or dedicated document assembly as part of other business lines and other components that facilitate the management of processes and outputs.
These services benefit lawyers and other experts, enabling them to focus on high-value work and ultimately provide improved customer service and a better customer experience.
Examples: Managing an entire lease portfolio for a global telecom provider across multiple time zones and internal and external teams. Handling the sub-contracting process across thousands of retail store locations. Onboarding of contractors in highly regulated and compliance environments.
In the coming weeks, I’ll be sharing a detailed example of each of the solution types, the use case definitions, the problems they are solving, and for whom.