Comptia Market Research on Business Process Automation

1. CompTIA Market Research:
Business Process
Automation
Taking Businesses
to the Next Level

2. Business Process Automation Cycle
Analysis
ManagementAutomation
Monitoring
Discovery and
documentation of
existing workflows
Optimization of
individual processes
Integration of
applications used in
overall workflows
Tracking to ensure
efficiency and detect
deficiencies

3. Change in BPA Technology
Over Past Two Years
22%
53%
24%
42%
50%
7%
44%
49%
6%
Significant
Increase
Moderate
Increase
Minimal/No
Increase
Large
Small
Medium
20%
51%
28%
35%
60%
5%
69%
26%
5%
Significant
Increase
Moderate
Increase
Minimal/No
Increase
Advanced
On pace/
behind
Slightly
ahead
By Firm Size By Technology Usage
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. IT and business executives (end users)

4. Heavy Reliance on Technology for
Business Processes
48% 49%
31%
66%
63%
48%
73%
78%
59%
Expense Reports Invoices Employee Reviews
Small Medium Large
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. IT and business executives (end users)

5. Use of BPA technology
24%
31%
45%
34%
47%
19%
43%
49%
8%
Nearly all areas of
business
Most areas of business Some/Few/No areas of
business
Small Medium Large
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. IT and business executives (end users)

6. Methods for Passing Information
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users
25%
25%
30%
34%
36%
45%
45%
58%
Paper trail between departments
Paper trail from external source
Phone call from external source
Phone call between employees
Communication between applications
Email from external source
Applications automatically send notification
Email between employees

7. Areas Targeted for Improvement through BPA
20%
23%
23%
24%
27%
33%
39%
46%
48%
Low customer satisfaction
Lost business
Incorrect payments/invoicing
High incidence of errors requiring rework
Lack of business process visibility
Difficulty locating documents
Poor interaction between departments
Duplication of work
Bottlenecks that slow things down
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

8. Room for Improvement in BPA System
Implementation
Currently Installed BPA Components
In place;
performing well
In place; needs
improvement
Would like to
implement
No plans to
implement
Expense report management 43% 38% 11% 9%
Project management 39% 36% 15% 10%
Document/Content management 38% 42% 13% 6%
Customer relationship management 36% 34% 17% 14%
Customer service management 35% 39% 15% 11%
Help desk 34% 32% 15% 19%
Marketing/Sales management 32% 41% 15% 12%
Employee performance 32% 33% 18% 17%
Enterprise resource planning 27% 31% 18% 23%
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

9. Challenges in Building a Higher Degree of
Automation
29%
36%
38%
40%
46%
51%
No budget
Understanding how processes fit together
Skills gap in automation/integration
Need to procure/improve applications
Workforce education
Changing mindset and behavior
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users

10. Companies Look to Outsourcing for
Automation of Workflow
21%
43%
36%
Amount of Outsourcing
has Remained the Same
Source: CompTIA’s Trends in Workflow Automation and Communications study
Base: 500 U.S. end users
Increased Level of
Outsourcing
Brought More
Workflow In-House
Profile of Increased
Outsourcing
15% Small Firms
26% Medium-sized Firms
25% Large Firms
15% Executives
25% IT Function
22% Business Function
41% Advanced tech users

11. About CompTIA Research
CompTIA’s research program publishes around 25 unique studies year.
CompTIA members have access to a research library containing more
than 100 reports covering technology, business, workforce and channel
trends.
This study and all CompTIA research is one way in which the association
re-invests resources in the IT channel. As the voice of the IT industry,
CompTIA has hundreds of tools, market intelligence reports and business
training programs to help IT channel organizations grow through
education, certification, advocacy and philanthropy. The full report is
available at no cost to CompTIA members to help them develop and
hone their business plans.
Visit www.comptia.org or contact research@comptia.org for more
information.