Some great tips from Anthony Abdulla, its worth noting this technology is now really simple to use and deploy.

You need to start looking at the End to End Customer Journeys and test it so you know and understand what the customer experience is like and the work being generated for you to action.

We often see simple changes at the start of a journey can remove large amounts of manual work especially using validated fields and structured data.   Its now very easy to use technology help structure your data, lots of web forms are now using postcode look up as an example.  . 

With structured data its far easier for you to improve service levels and consistency using technology to automate and guide processes ensuring you can action requests 1st time avoiding frustrating delays with email ping pong and cross channel interactions.