New Zealand’s ‘make-do’ mindset, once a strength, has become a liability for eCommerce retailers and SMEs in the era of digital transformation and globalisation.
The country’s isolation no longer necessitates reliance on quick fixes. Instead, this approach leaves businesses vulnerable to global competitors who are faster, smarter, more efficient, and more sustainable.
Technology enables scaling and innovation at unprecedented speeds. However, many businesses are burdened with manual workarounds, where employees compensate for system shortcomings. These inefficiencies often go unnoticed, creating significant operational strain.
For example, a manual workaround might involve an employee regularly adjusting customer orders to account for inconsistent system data. Suppose a product is sold both individually and as part of a bundle, but the system fails to recognise the bundled pricing. In that case, the employee must manually update invoices or order details. Such temporary measures obscure the underlying need for automated solutions that seamlessly handle these scenarios.
The process of implementing automation frequently reveals these systemic cracks. Manual interventions, while appearing functional, are unsustainable in the long term.
The strain of quick fixes
These inefficient practices often persist due to conflicting priorities within organisations. Employees may prefer manual processes for perceived job security or simplicity, while decision-makers seek to cut costs, often overlooking the hidden expenses of maintaining outdated methods.
Risks of falling behind
The eCommerce sector is accelerating globally, driven by surging consumer demand and relentless innovation. New Zealand businesses face significant risks in this environment, as the country’s smaller market often leads to delays in adopting transformative technologies. Such hesitation could have severe consequences.
In a global, real-time market, being a decade behind competitors is more than a disadvantage—it can be fatal. While automation’s upfront costs and complexity may seem prohibitive, failing to modernise leads to growing inefficiencies, increased errors, and reduced competitiveness against international rivals.
Breaking the cycle
To address these challenges, businesses should adopt a strategic approach to automation:
1. Audit workarounds: Conduct interviews with staff to identify hidden inefficiencies and manual interventions in daily operations.
2. Collaborative process redesign: Engage users in designing more efficient, automated workflows.
3. Cost-benefit analysis: Weigh the long-term benefits of automation against the initial investment.
Selecting the right implementation partners is also crucial. Automation extends beyond technology, aligning processes with organisational needs and ensuring staff are equipped for the transition.
New Zealand’s entrepreneurial spirit remains an asset. However, in the digital economy, resourcefulness alone is insufficient. Businesses must prioritise sustainable solutions over temporary fixes, embracing automation to stay competitive and succeed in the global marketplace.