Beyond Easy AI Fixes: Identifying Workflow Pain Points and Implementing Solutions for Long-Term Efficiency

Created By: Terry Cangelosi and Bobby Hunter
January 23, 2025

Imagine this: A CEO is handed the final draft of a board meeting presentation, containing typos, spelling errors, grammar issues, and inconsistent formatting, which has happened before. Frustrated, the CEO decides to invest in the popular AI tool Grammarly for all staff to solve this problem. The purchase is made, the tool is implemented, and staff use it. While grammar improves, errors with proper nouns, images, and formatting persist, suggesting fundamental issues beyond just grammar.

In this scenario, the CEO addressed a symptom, not the root problem: an inconsistent review workflow. Even the best AI tools can’t fix a misunderstood problem. Lasting solutions require identifying and addressing the true workflow pain points in a process.

Introduction to Workflow Pain Points

Workflow pain points are the hidden inefficiencies that slow down processes. Repetitive tasks like regenerating content, formatting, or manually updating records in multiple places can become bottlenecks to completing projects. These can be human or systematic – duplicative manual entry may have originally been established to minimize mistakes, but that process may take time away from more mission-driven tasks. These pain points can go unidentified as “part of the job,” and understanding them is crucial to building a workflow that supports efficiency and accuracy. It will also help identify opportunities in the workflow to introduce responsible AI tools and automation. Using the example above, while the lack of double-checking may be apparent, the root pain points might include time pressures, unclear review processes, or a lack of training on properly using the implemented AI solutions.

Assessing Pain Points to Identify Workflow Gaps

Organizations should take a 360-degree approach to address pain points and evaluate their workflows effectively. At Orr Group, we take the following approach to capture this comprehensive view:

1. Ask Key Questions: Direct questions like “What steps slow down the process?”, or “Where do errors most often happen?”, help pinpoint specific problems. This questioning encourages team members to identify opportunities for workflow improvements.
2. Map Each Stage: Break down each workflow into steps that identify bottlenecks, repetitive tasks, and areas where errors frequently occur. Mapping out the entire process provides a clear view of where things slow down in the workflow.
3. Cross-Check Across Teams: Collaborate with other teams to uncover shared pain points, like duplicated tasks, that can impact multiple departments. This cross-team approach reveals inefficiencies that might otherwise be missed.
4. Clarify Accountability: Ensure that each step in the workflow has a clear owner. Without designated responsibility, inefficiencies may fall through the cracks and continue to slow down the processes.

Approaching Solutions to Address Pain Points

Once workflows and pain points are understood, solutions can be explored, including AI tools, automation, and workflow redesign. Some considerations to strategically identify solutions include:

1. Match Solutions to Specific Pain Points: Identify solutions that can directly address each issue and compare that to overhauling the entire process. For example, basic automation might solve repetitive tasks efficiently without extensive changes, but restructuring the workflow with more robust automation might be a more transformative and long-term solution.
2. Balance Cost and Implementation Time: Quick fixes like scheduling tools may address immediate needs with low cost, while more extensive solutions (e.g., full workflow automation) require more investment and time. Estimate the time/costs saved against the time it will take to implement and weigh options by both their impact and accessibility.
3. Leverage Existing Tools: Check current resources for underused features that might already address workflow gaps. CRM, communication, or project management tools might have built-in functionalities to resolve issues without extra costs.

AI can be a powerful tool, but without understanding the underlying workflow, the most advanced AI solutions will only address symptoms of workplace inefficiencies. Identifying where breakdowns occur—whether in double-checking, repetitive tasks, or time-consuming processes—allows organizations to invest in solutions strategically. Effective workflow assessment and targeted improvements, rather than broad AI investments, ensure lasting changes that enhance efficiency and can save an organization time and money.

At Orr Group, we’re enthusiastic about the future of AI and hope to share that enthusiasm with our nonprofit partners. We are ready to assist your organization in assessing your workflows, identifying pain points, and brainstorming ways to seamlessly and safely integrate AI into your fundraising and other operational efforts. Get in touch to learn how we can help elevate your organization.

Terry Cangelosi is a Senior Director and Head of Operations at Orr Group. Terry brings 10+ years of nonprofit operations experience to ensure the most efficient operations in Orr Group’s workflows, technology, and infrastructure. Terry is a member of Orr Group’s AI Taskforce.

Bobby Hunter is a Senior Associate Director supporting Operations at Orr Group. Bobby is responsible for providing leadership and oversight of the firm’s use of technology and internal systems to ensure maximum efficiency and effectiveness. Bobby is a member of Orr Group’s AI Taskforce.