Automation Care
Automate the work. Not just the process.
Transform manual, repetitive and fragmented activities into a continuous automation capability operated, monitored and evolved by GotoBiz.
Less operational effort. More productivity, speed, and scale.
The challenge
How much work at your company still depends on someone remembering, checking or copying?
Many processes work, but only because people must continually intervene to move information, follow up on pending items and correct exceptions.
Repetitive tasks consume capacity
Teams copy data, update spreadsheets, query systems and repeat activities every day that could happen automatically.
Processes get stuck between systems
Information must be transferred manually between ERPs, CRMs, customer service platforms, ITSM tools, and other applications.
Existing automations lose efficiency
Rules change, integrations stop working, exceptions increase and previously created workflows no longer keep pace with operations.
Improvements pile up
Without a permanent roadmap, new opportunities depend on projects, budget and technical availability to move forward.
The result is an operation that grows dependent on manual effort, rework, and key individuals.
What is it?
From isolated automation to continuous capability
Automation Care is GotoBiz’s recurring offering for identifying, implementing, operating, and evolving business process automations. Your company gains an ongoing automation roadmap, organized by priority, criticality, and operational impact.
Before
Automation as an initiative
- Independent projects across departments.
- Different technologies and owners.
- Failures detected only when they affect the operation.
- Changes dependent on new projects.
- Growing backlog of opportunities.
- Progress dependent on specific individuals.
With Automation Care
Automation as a capability
- Ongoing automation roadmap.
- Organized and prioritized backlog.
- Automations monitored continuously.
- Failures and exceptions handled.
- Workflows adjusted as the business changes.
- New areas incorporated into the journey.
Applications
Where can we automate?
Automation Care can operate across different areas, connecting processes, systems, people, rules, and data.
01
Finance
- Automated reconciliation
- Billing and follow-up
- Accounts payable
02
Back office
- Document intake
- Cross-system records
- Approvals and pending items
03
Human Resources
- Onboarding
- Employee transfers and terminations
- Internal requests
04
IT & Service Operations
- Access provisioning
- Event handling
- Triage and routing
05
Sales & Customer Service
- Lead management
- CRM update
- Customer follow-up
How it works
A continuous cycle of automation and evolution
Discovery, implementation, operations and improvement are part of the same model, allowing automation to keep pace with business evolution.
We map processes, repetitive tasks, bottlenecks, integrations, and existing automations.
We prioritize the backlog based on impact, feasibility, complexity, and criticality.
We build the solution using the combination of technologies best suited to each process.
We monitor executions, integrations, availability, failures, and exceptions.
We refine and expand automations as business rules, systems, and needs evolve.
Metrics help connect automation to greater efficiency and operational impact.
Acceleration
Not every automation needs to start from scratch
Components, standards, connectors and reusable templates help accelerate recurring use cases without turning Automation Care into an on-demand development factory.
01
Reusable catalog
Recurring use cases and components provide a starting point for accelerating automation
02
Controlled customization
Systems, rules, integrations, and process-specific requirements are incorporated according to each need.
03
Continuous improvement
After implementation, the flow continues to be monitored and can evolve alongside the operation.
Catalog + controlled customization + continuous evolution
Plans
An Automation Care level for every stage of automation
Start by structuring an initial journey, expand automation across departments, or turn it into an enterprise capability.
Structure
Essential
To turn isolated initiatives into a first organized automation operation.
Best suited for:
One area or a few processes
Administrative processes
Low and medium complexity
First structured cases
Recurring repetitive tasks
Includes:
- catalog automations
- implementation of new automations within the contracted capacity
- automation support
- operational monitoring
- failure and exception management
- continuous improvements
- improvement backlog
- periodic discovery
- operational governance
- KPI tracking
From isolated initiatives to a structured automation discipline
Scale
Advanced
To expand automation across departments, systems and processes with a continuous improvement agenda.
Best suited for:
Multiple areas
Higher volume
Different systems and integrations
Medium and high complexity
Relevant automation backlog
Includes everything in Essential, plus:
everything in Essential, plus:
- expanded automation capacity
- multiple workflows in evolution
- more complex automation
- proactive monitoring
- structured criticality management
- integration across multiple systems
- structured discovery
- expanded governance
- consolidated performance tracking
- periodic evolution committee
- productivity metrics
- integration with AI and agents when applicable
From department-specific automations to a cross-functional operational efficiency capability
Operate
Enterprise
For organizations where automation begins to support important or critical processes.
Best suited for:
Multiple departments or business units
Relevant or critical processes
High dependence on integrations
Complex ecosystems
Journeys powered by data, AI and agents
Includes everything in Advanced, plus:
- corporate automation operations
- multiple business domains
- structured criticality-based handling
- extended monitoring
- automation architecture
- corporate governance
- continuous roadmap
- consolidated view of the automation portfolio
- executive metrics
- recurring performance and risk analysis
- advanced automations
- agents and AI integrated into journeys
- integration with different technologies and platforms
- operational and executive committees
- continuous improvement planning
From automation capability to increasingly autonomous digital operations
Every organization has a different level of maturity and reliance on automation. That is why Automation Care offers three operating levels:
| Dimension | Essential | Advanced | Enterprise |
|---|---|---|---|
| Main objective | Establish and support an initial set of automations | Increase scale, integration, and coverage | Operate automation as a core part of the business |
| Model | Essential ongoing coverage | Expanded ongoing coverage | Enterprise automation operations |
| Automation capacity | Controlled core of active automations | Expanded capacity with multiple simultaneous workflows | Enterprise-scale capacity across multiple domains and journeys |
| New automations | Prioritized backlog development | Continuous deployment and improvement cycles | Continuous enterprise automation roadmap |
| GotoBiz Catalog | ✓ | ✓ | ✓ |
| Custom automations | Low- to medium-complexity use cases | Medium- to high-complexity use cases | Advanced use cases and enterprise journeys |
| Workflow complexity | Low / medium | Medium / high | High / enterprise |
| Number of areas involved | One or a few areas | Multiple areas | Multiple areas, business units, or companies |
| System integrations | Essential integrations | Multiple integrations | Complex architectures and integrations |
| Automation support | ✓ | ✓ | ✓ |
| Monitoring | Operational | Proactive | Enterprise-wide and criticality-driven |
| Failure and exception management | Standard | Prioritized | Structured by criticality |
| Supported criticality | Important, non-critical processes | Business-relevant processes | Highly relevant and mission-critical processes |
| Continuous improvement backlog | ✓ | ✓ | ✓ |
| Backlog prioritization | Periodic | Continuous | Continuous and portfolio-driven |
| Discovery of new opportunities | Recurring | Structured | Continuous and cross-functional |
| Governance | Operational | Structured | Enterprise-wide |
| Review cadence | Periodic operational reviews | Continuous improvement committee | Operational + executive governance |
| Metrics | Health and performance | Operations + productivity | Operations + productivity + business impact |
| Reporting | Operational view | Consolidated view of operations and improvement | Executive automation cockpit |
| Criticality analysis | Basic | Structured | Enterprise-wide |
| AI integration | When applicable | Expanded | AI and agents embedded into business journeys |
| Diime integration | Optional | Recommended for customer service journeys | Integrated when part of the architecture |
| KO AI integration | Optional | For knowledge-driven automations | Integrated into intelligent journeys |
| Organizational scale | Department / process | Cross-functional | Enterprise / multi-business-unit |
| Typical profile | Early-stage automation | Expanding automation operations | Mature digital operations |
| Expected outcome | Organize and accelerate automation | Scale automation with control | Turn automation into operational infrastructure |
Automation Economics
Automate what really matters
Not every activity needs to be automated. Prioritization identifies the processes where automation can deliver significant operational gains.
Automation should not start with technology.
It should start with impact.
01
Volume
How often does this activity occur?
02
Effort
How much manual work does it require?
03
Time
How long does the process take?
04
Impact
What happens when it is delayed or fails?
05
Automation potential
How much of this process can happen automatically?
Integration with IntelligentOps
From automation to IntelligentOps
Automation Care is part of a larger GotoBiz architecture:
Diime
Organizes support, communication, channels and conversational journeys.
KnowledgeOps AI
Transforms knowledge into usable context for people, copilots and agents.
Automation Care
Automates processes, connects systems and turns decisions into action.
When these components work together, a journey can look like this:
Interaction → Knowledge → Decision → Action → Measurement
This combination is what makes it possible to transform traditional processes into intelligent operations.
Evolution
From automation to autopilot
The journey can evolve progressively as processes, data and technologies mature.
01
Manual
People perform virtually every step of the process.
02
Assisted
Systems and AI support people in carrying out specific activities.
03
Automated
Rule-based steps and decisions happen automatically.
04
Intelligent
AI interprets documents, language, history, context, and data.
05
Agentic
Agents interpret situations, use tools, and take action.
06
Autopilot
A growing share of operations identifies events, interprets context and performs activities.
The goal is not to remove people from operations. It is to remove repetitive work from people that no longer needs to depend on them.
Open architecture
Technology adapts to process requirements
Automation Care can combine GotoBiz technologies, platforms already in use by the customer, and various market components.
APIs
Workflows
RPA
Low-code
Integrations
Events
Messaging
AI Agents
Cloud
ERP
CRM
ITSM
Language models
Operating model
A collaborative build
The customer defines:
- Priorities
- Business rules
- Access
- Owners
- Acceptance criteria
- Functional decisions
Gotobiz challenges, designs, and operates:
- Discovery
- Automation design
- Architecture
- Implementation
- Monitoring
- Support
- Evolution
- Metrics and governance
The business knows the process. GotoBiz turns that process into automated capability.
Operational results
What your company gains
Less manual effort
Repetitive activities no longer consume a significant portion of teams’ time.
Faster processes
Information, approvals and requests move forward with fewer interventions and delays.
Less rework
Integrations and rules reduce duplicate data entry, checks, and recurring corrections.
Greater stability
Automations now include monitoring, support, and exception handling.
Integration
Processes can connect applications, data, teams and different stages of the journey.
Scale with control
New automations are introduced according to priorities, capacity, and maturity.
Governance
The company gains greater visibility into automation, criticality, operation and evolution.
Measurable results
Metrics connect automation with productivity, speed, and operational capacity.
FAQ - Frequently asked questions about Automation Care
What is Automation Care?
Automation Care is GotoBiz’s recurring offering for identifying, implementing, supporting, monitoring and evolving business process automations.
Is Automation Care an automation project?
No. Projects have defined start and end dates. Automation Care operates as an ongoing capability, with a backlog, prioritization, monitoring, support, and continuous improvement cycles.
Is Automation Care just RPA?
No. Depending on the process, the architecture may involve RPA, workflows, APIs, integrations, business rules, data, AI, agents, and different enterprise platforms.
Can processes be automated in the systems the company already uses?
Yes. The architecture can incorporate technologies and applications already in use by the customer. Feasibility depends on access, available integrations, rules and the characteristics of each process.
Does the service include creating new automations?
Yes. New automations can be implemented within the contracted capacity and according to each customer’s prioritized backlog.
What happens after an automation is implemented?
Automation becomes part of Automation Care's operations, with monitoring, failure and exception management, adjustments, and evolution according to the contracted service level.
How are opportunities prioritized?
Prioritization considers impact, feasibility, complexity, criticality, volume, manual effort, and automation potential.
How do you choose between Essential, Advanced, and Enterprise?
Essential is designed to structure an initial journey. Advanced is suited to operations that need to expand automation across departments and systems. Enterprise is intended for organizations that treat automation as a corporate capability.
Does Automation Care replace teams?
No. The goal is to automate repetitive, operational activities, allowing people to focus on decisions, exceptions and tasks that require human knowledge.
What is the difference between Automation Care and KnowledgeOps AI?
KnowledgeOps AI organizes corporate data, documents and knowledge to support analysis and decision-making. Automation Care connects systems and executes processes, turning decisions, rules and events into automated actions.
Don’t buy automation hours. Build a company that automates continuously
Automation Care turns one-off automation initiatives into a permanent operational capability.
The journey can begin by eliminating repetitive tasks and evolve into integrated, intelligent, and increasingly autonomous processes.
Start with a question: Which process in your company still takes people to do something that could already happen automatically?
Tell us a little about the process, activity, or bottleneck your company would like to automate.
A GotoBiz specialist will contact you to assess the situation.