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Ops Digest Issue #3: How automation can be ops’ best friend

We just sent out the third issue of Ops Digest, a newsletter by ops, for ops. This month, we’re talking about automation. Check it out below. And if you want Ops Digest sent directly to your email inbox each month, subscribe here!

In this issue:

  • The latest from the world of ops
  • How this ops pro used automation to save time and level up
  • Join the Changemakers hackathon to benefit nonprofits!
  • Learn how Twilio’s leadership builds trust by being transparent about mistakes
  • Recent happenings at Tonkean

In the world of SaaS over the last ten or so years, you’d be hard-pressed to find a subject that’s been written about more than automation software. For ops teams in particular, automation’s potential has been heralded as nearly salvific. A core remit of ops teams is to help organizations operate more efficiently and strategically. What better way to do that than to automate what elements of our work are the most menial and demand the most time? 

The issue, however, is that most automation platforms are inaccessible to users who don’t know how to code. This has limited their utility for ops pros, because ops pros are unable to use these tools to iterate on automation solutions without help from IT. 

But thanks to automation platforms equipped with no-code interfaces, all this is beginning to change. More and more, ops pros are discovering just how powerful automation can be—not only when it comes to increasing efficiency, but leveling up in their own career. 

This month, we’re sharing a few stories of ops pros using automation solutions to that end. Scroll down to check ‘em out, and let us know about automation stories of your own, if you have them! 

Top of the Ops

  • According to a new report, the Global Marketing Automation market is expected to grow to $9.5 billion by 2027, up from $5.2 billion in 2022. The global Sales Process Automation Software market? That’s going to hit $10.4 Billion by 2027. 
  • For HR Ops teams, here’s a guide for creating the ultimate HR Ops tech stack—automation platforms included. (When you’re done reading, check out a new HR webinar about how no-code can help prevent burnout.) 
  • Deloitte COO, Mike Dougherty, wrote recently in Forbes about why improving business operations will be key to “moving forward in a world of scarcity”
  • Accelerating Speed to Lead is crucial for RevOps teams for all kinds of reasons. Here’s a recent article and short demo outlining how ops teams can use technology to improve not only how fast you qualify and respond to new leads, but how effectively you facilitate all of your lead lifecycle management.

If you have some insightful news or knowledge about the world of ops to share, let us know! 

Ops in the field

Cody Deitz is a technical writer in charge of creating documentation that outlines the ins and outs of the Tonkean platform. According to him, one of the more tedious and time-consuming parts of his job is receiving and triaging requests for new and updated documentation. The process goes like this: 

1) He gets a Slack message or email about a needed update. 

2) From there, he has to determine how urgent the need is, what content is required, and how to approach the work. 

When he didn’t have a process in place to help him manage all this, he felt a little out of control, especially when the requests picked up. So, he built an email inbox solution that automatically receives, triages, and sends him inbound requests in a curated way. The “requestors” are prompted to send their requests and info through simple form that’s summoned via Slack command. His colleagues get immediate confirmation that he received their specific request, and he gets everything organized in the way that works best for him. 

All of this is useful and beneficial. But that’s just the start. Here’s Cody on what else having this automation in place helped him do: 

1) Learning and deep work sessions. I was able to spend more time learning some of the more advanced features and use cases Tonkean can handle, like leveraging natural language processing (NLP) and building logic to iterate over a JSON array and parse out important things. More importantly, I was able to dig into these interesting features with less distraction. I could be more intentional about blocking off “deep work” sessions where I could just read and experiment with the platform to better understand and write about it. These sessions have helped me generate more detailed, refined content that better distills the product knowledge of our experts. Meanwhile, I knew my docs requests were going to be triaged and queued up for me when I was ready.


2) Understanding and connecting with our growing user base. I was able to think through how to better connect with our users and build strategies to regularly seek their input on our content. Working with another colleague, we built out survey questions that we’ll use to drive our content strategy and help to meet users where they are—helping them solve the challenges they’re actually facing instead of the ones we think they’re facing. Better yet, we’ll be able to clarify what the user journey looks like. We can clarify the transitions from what’s helpful in the “Get Started” section to what users need when they’re iterating on their complex, established workflows—and all the points in-between.


3) Planning and strategizing for the future. With my automated docs-request workflow quietly working for me in the background, my Slack pings grew quieter and less frequent. Once things quieted down, I was able to find the headspace to think creatively and intentionally about our strategy and what it could and should look like in the next six months, the next year, and beyond. Learning complicated stuff, engaging with people, and planning for the future—these are things that I love about my job and that I get to do more often and more effectively with some of the necessary but boring parts of my job automated away.

Read the rest of Cody’s blog post here. And check out the stories below to learn how ops pros are thinking about and benefiting from automation across disciplines:

Tell us about clever solutions, success stories, and awesome ideas you want your ops peers to know about for future newsletters.

Community Spotlight

Our annual hackathon benefiting nonprofits is back for another year! It will run from December 5th-9th. If you’re interested in virtually using your operational skills to help a nonprofit in need, learn more here.

Hosted by Tonkean’s AdaptivOps community of makers—that is, those who work in operations and technology—Changemakers Virtual Hackathon matches nonprofits with makers, who then work together to help solve their operational challenges. 

We believe that nonprofits lead the way toward recovery and progress, but even though they have the passion and vision to affect change, so many of them are burdened with operational and technical challenges that slow them down. This weeklong hackathon is meant to affect real change in the world through skills-based volunteering.

Wondering if you’re a good match for Changemakers? Interested nonprofits can learn more here, and interested makers can learn more here

Be sure to subscribe to AdaptivOps to get free access to the forum, maker academy, and AdaptivOps Weekly newsletter

Maestro's Minutes

  • This month’s Tonkean release notes include a new Charts widget that lets you visualize certain fields in your workspace app and custom item interface; training sets and workplace app templates added the Component Library, and you can upload to and download these as you would a solution blueprint or module template; user management support for Microsoft Azure Active Directory (AD); upgraded data sources that include Blink and improve Lever, Slack, and ZenDesk; and a smattering of bug fixes
  • HR Ops people: Catch the replay of a free webinar titled “Automate HR. Activate Happiness. All without code,” in which you’ll learn from Jennifer O’Gara (HR Lead at Tonkean) and Paula Judge (VP Talent at Accel) about why 98% of HR pros are burnt out, and how no-code can help.  
  • Be sure to check out our newest initiative aimed at making Tonkean even easier to use, all on your own: Tonkean 101! Step by step guides and quick, snackable videos.
  • Oh, and if you want to learn more about how to leverage OCR technology for purposes of document processing & coordination, we’re putting on a training for that, too. You can sign up here!

That’s it! Thanks for checking out Ops Digest! If you’d like to learn more about who Tonkean is or what we do, we have a few different kinds of trials that you can sign up for. They walk users through our most powerful solutions, including Legal intake, Customer onboarding, Employee onboarding, and Email inbox automation. Sign up for one here!

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