O'Shea Trades automates customer touchpoints like email without losing personal connection. Map every interaction, then automate repetitive tasks, delegate what can't be fully automated, and cut steps that add no value. The goal: reduce manual work while keeping customers informed.
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If there's someone out there who doesn't really have much of this automation set up, at what point in the customer journey would you start with if they were gonna do this for the first time?
When we first started to look at how we could build out AI and how we could get it to help where we were at, we didn't want it to take away like the people. We didn't want it to take away that connection, but we looked at every touchpoint that could have been taken from an automation. If an email's going to be sent, we don't need to physically type out an email every single time. We can put that into an automation, and that's a touchpoint the customer would've had anyway. But it can be automated now. So it's really about just finding those touchpoints of things where it adds value to the customer because it keeps that connection there. It lets them know what to expect. It gives them that peace of mind. It just allows it to be less manual handling. So yeah, we quite often will look at things and we'll say, what can we automate? What can we delegate? What can we eliminate? And it's like looking at the 3 of those and saying, okay, if this is our customer journey and this is the touchpoints we want to have for them, automate number one, delegate if we can't automate. And then as I said here, if it's not relevant, don't keep it in the workflow.
