The top 6 benefits of hyperautomation for global MSPs

Hyperautomation uses advanced technologies and automation tools, such as robotic process automation (RPA), machine learning (ML), and artificial intelligence (AI), to streamline business operations. But it’s more than the sum of its parts and more than another tool.

Hyperautomation requires a mindset shift for many organizations: adopting an ‘automation first’ or ‘automation, unless’ approach for all tasks—not merely the most time-consuming ones.

Prioritizing efficiency, standardization, and reclaimed bandwidth to this degree transforms the benefits of hyperautomation into landscape-altering changes for global MSPs. Implementing hyperautomation tools and strategies to replace manual tasks and complex scripting helps ensure that even the most complex business processes performed by MSPs exhibit consistency, clarity, self-documentation, and timeliness.

Below, we’ll explore hyperautomation in depth, examine its benefits, and provide some implementation best practices to consider.

What is hyperautomation?

Hyperautomation, put simply, is the practice of automating as many business processes as can be automated.

Upon hearing 'automation,' it’s easy to think of the scripting we’re already used to. But, the integration with artificial intelligence (AI) enables organizations to automate myriad more tasks than with complex, clunky, and difficult-to-maintain scripting.

The most important components of hyperautomation technology include:

• Robotic process automation: This is the essential building block of hyperautomation, acting on the insights and evaluations AI and ML produce. Analyzing client emails to flag issues for a sales team? Scanning hospital schedules to set appointments based on symptoms and availability? Kicking off a script or API action to secure third-party access to a banking platform? Whatever your goal, RPA is the MVP for tasks with well-defined scopes.
• Artificial intelligence: AI collects, synthesizes, and interprets the data that RPA acts upon. It combs through information, preparing it to be analyzed and used to implement solutions.
• Machine learning: This tool can identify which repetitive tasks can be resolved with this approach and how they might be addressed.

Hyperautomation in practice

For an example of hyperautomation, consider a hypothetical organization with a written umbrella policy or compliance regulation that requires enforcing multi-factor authentication (MFA) for every attempted login users perform across all systems. A technician may forget to configure MFA for a certain system or user while performing a fix, which results in a security breach and a class action settlement.

The organization probably continued operating, believing that all authentications would remain secure and compliant without realizing the vulnerability left exposed. All the risk stems from an avoidable (yet understandable and not uncommon) human error. 

Had the task been handled with hyperautomation, the configuration, user provisioning process, or technical fix would have been handled uniformly while logging the activity with self-documentation capabilities to provide an audit trail for future review. The technician could also build a ‘fail-safe’ automation to evaluate all users and systems on a scheduled basis and notify them of any discrepancies.

The lawsuit would never have been filed with hyperautomation.

Top 6 benefits of hyperautomation for global organizations

Global MSPs have ambitious goals and complex infrastructure. Even minor errors can become big problems in the blink of an eye. Whether it’s fast scalability or frictionless customer experience, the benefits of hyperautomation can produce digital transformation.  

1. Improved decision-making

Global MSPs deal with too much data to entrust each task or ticket to human hands. From evaluation to follow-up, it’s not feasible at scale to process data that way. Using AI and analytics to implement smart hyperautomation allows for better business decisions—with nothing left to chance or forgotten in haste. 

AI can provide real-time insights from even imperfect data. Looking for information about spam emails? AI will catch even instances that don’t include the word “spam” by searching for other relevant phrases.

From performance metrics to security codes to financial records, it’s easy for global MSPs to drown in data. And no one makes smart decisions that way. Hyperautomation can help you to take a closer look at the abnormal, pick out the outliers, and take whatever action will keep your business running smoothly.

2. Scalability and flexibility

By handing the nitty gritty of complex business processes over to hyperautomation, your technicians can focus on questions of growth and expansion. They’ll also be freed up to act rather than react because hyperautomation will address client issues, questions, and service tickets.

It’s a common challenge for global MSPs: the low-level daily tasks of business operations are essential, but they also take up time and talent. With hyperautomation, your workforce can focus on research and development, partnerships, and more.

While traditional automation offers the benefit of flexible solutions to internal problems—where a single employee can reprogram scripts with just a few clicks, impacting all users—hyperautomation goes a step further. It enhances these capabilities by integrating advanced technologies like AI and machine learning, allowing for even more dynamic and comprehensive problem-solving across the organization.

3. Increased employee productivity

Many conversations about the benefits of hyperautomation focus on small tasks. But you’re freeing employees to focus on dynamic, high-value activities for every mundane duty removed from their plates. 

That means:

• Improved employee satisfaction
• Higher rates of retention and improved morale
• Elevated rates of employee productivity

Improving operational efficiency ensures that employees can do their most productive work. Use as few resources as possible to deliver high-quality customer service by implementing hyperautomation.

4. Enhanced customer experience

Of course, improved operational efficiency will directly impact your customer experience, whether granting instant access to resources or providing self-service portals at crucial touch points.

Automated customer interactions through chatbots, automated workflows, and other automation tools allow for faster response times and personalized user experiences.

Plus, hyperautomation creates consistency. Your customers will know what they’re getting every single time, and their asks won’t fall by the wayside: hyperautomation pulls specific action items from customer interactions with more reliability than human memory and attention alone. 

5. Compliance and risk management

Compliance may be the area where hyperautomation can be the biggest game changer. Security compliance audits are full of tiny details, complex data, and repetitive checkpoints and checklists. Small mistakes can have enormous ramifications. 

Automation can generate documentation, create approvals if they’ve already been addressed, and set timelines for future policy updates or other notifications.

Hyperautomation also means a much lighter administrative burden on your employees. Compliance involves lots of dense bureaucracy—for good reason! But those hours spent elbow-deep in data are hours your employees don’t spend with your customers.

One benefit of hyperautomation? It gives them those hours back. 

6. Innovation and competitive advantage

It all comes back to innovation. That’s the “why” behind every saved minute. Global MSPs maximize efficiency, scalability, and productivity because they want more time to focus on what matters: the big ideas that set you apart from your competition. 

Hyperautomation is a powerful tool, but true business elevation comes from your ideas, vision, and team. While adopting automation technologies can set you apart, it's your unique approach that will drive lasting digital transformation. By leveraging hyperautomation’s benefits, you can gain a competitive edge that reflects your organization’s strengths.

The question isn’t whether it’s innovative when hyperautomation revolutionizes a bank’s fraud detection protocols, a construction firm’s invoice management systems, or a sales firm’s employee expense account processing.

Once hyperautomation is assigned those tasks, the question becomes, “What will your MSP do next?”

Implementing hyperautomation in your organization

Knowing your way around the key considerations for successful implementation is important. 

For global MSPs, implementing hyperautomation is essentially writing new software for your business. That may raise new questions:

• What happens when a user puts in a random request?
• What happens if automated tools produce confusing answers to user questions?
• What happens if these tools are used improperly by accident or intentional misconduct?

This process comes with a learning curve, so it’s important to think through your answers before taking the plunge.

Here are a few other guidelines to keep in mind:

• Start small—or at least specific: Don’t try to hyperautomate your entire onboarding experience in one go! Choose a repetitive task whose consequences will have clear, established parameters. 
• Know what you don’t know: Choose a process with legible results. If you can’t verify the accuracy of the resulting AI, you won’t know if the automation worked. 
• Keep it internal: Conduct an internal pilot group before rolling out hyperautomation. When ready to take it to the next level, run a beta program with friendly clients before implementing a full rollout. 

Even the biggest, most self-reliant MSPs should partner with experts who understand hyperautomation. 

Whether you’re interested in learning more about how to boost efficiency with AI-assisted managed services or RPA software that will streamline your business, ConnectWise has the tools—and the knowledge—that you need.  

Hyperautomate with ConnectWise

The challenges and roadblocks faced by global MSPs grow increasingly complex—so their solutions must be, too. 

The benefits of hyperautomation are clear. It’s not just a buzzword; it can bring digital transformation to every aspect of your business. It means prioritizing automation to gain insights that have previously been inaccessible.

Ready to learn more about what hyperautomation can do for you? Start by exploring ConnectWise PSA™ management software or ConnectWise Sidekick™ and learn how ConnectWise can help you grow your MSP with hyperautomation.