Automating manual processes at a company proved challenging due to the lack of streamlined customers and data. Testing automated questions to customers yielded low response rates, highlighting that customers valued personal interactions. To effectively automate, the company needs to better segment customers and address open questions revealed by the initial tests.

1. The road to automation with lots of manual work

5. THE LARGEST CULTURE & ENTERTAINMENT INDUSTRY
CHRISTIAN
DONATIONS
$370
billion
CHURCH BUDGETS
$140 billion
$16.5 billion
MUSIC
$93 billion
VIDEO GAMES

6. “Growth”
3. Sales
2. Product
1. Customers
“Network Effects”

7. We asked ourselves…
1. We want to automate - but where do we begin?
2. We have (some) data - but what do they tell us?
3. We want to streamline onboarding - but what if the
customers are not streamlined?

8. Case 1
How are you guys doing?

10. Case 2
What do you guys expect?

11. 14% replied

12. Case 3
Where did you get stuck?

13. 6% replied

14. What did we learn?
• We are not quite ready to automate :-)
• The open questions do somewhat scale
• We need to segment our customers and users
• The users love that we are personal

15. Christian Steffensen
cs@churchdesk.com