Two comments:

“The software moves processes from people’s heads onto a shared platform.” I’m really glad you gave voice to this, as it is something that is often overlooked, people regularly underestimate how much is actually taking place in their own heads (or the heads of others), and sometimes people even actively resist moving it to a shared platform due to a sense of loss of control. However, moving this to a shared platform is really the only reliable way to ensure consistency, quality, efficiency, etc. in workflow.

“As the economy continues its recovery, keep your expenses constant as your revenue grows by reducing the amount of time it takes to handle transactions and being able to focus employees on exceptions.” I think this is an incredibly prescient (and important) point to make considering today’s market. The recovery holds enormous opportunity for organizations that can reduce (or keep constant) their expenses and improve efficiencies through better workflow.

Thanks again for the article. It was a great read!

-Michael