---
title: "Insights on business processes and automation – Riccardo Nentwich"
description: "Explanations, insights from practice and tools on business processes, digitalisation and automation. By Riccardo Nentwich."
url: "https://riccardonentwich.com/en/insights/"
language: "en"
translation: "https://riccardonentwich.com/wissen/"
---

Insights

# Understand, see, check for yourself.

Explanations, a look at things I have built, and tools around business processes and automation.

All content.

In practice

## [Customer enquiries via messenger: what can be automated – and what can’t](https://riccardonentwich.com/en/insights/customer-enquiries-via-messenger-prototype/)

Answering questions from the workshop’s knowledge base, reserving appointments and handing over to a person for safety-critical enquiries: a prototype using a car repair shop as the example.

Prototype, not in use with any client6 min read 1 October 2026

Tool

## [Process Profile: capture a business process on one page](https://riccardonentwich.com/en/insights/process-profile/)

Trigger, result, steps, friction points, volume, exceptions and decisions: one process on one page. For printing, with instructions and examples.

Fill-in templatePDF 21 September 2026

Tool

## [Measure first: a tracking sheet for manual processes](https://riccardonentwich.com/en/insights/measure-first-tracking-sheet/)

How often, how long, how many queries and exceptions? A tracking sheet for recording a manual process for two weeks and then evaluating it simply.

Tracking sheet with evaluationPDF 10 September 2026

Insights

## [When is process automation worth it?](https://riccardonentwich.com/en/insights/when-is-process-automation-worth-it/)

Five test questions, a traceable calculation and the cases where you are better off leaving it: how to assess whether automating a specific process is worth it.

7 min read 31 August 2026

Insights

## [Which process should you automate first?](https://riccardonentwich.com/en/insights/which-process-to-automate-first/)

Several candidates, one first project: prioritising with six criteria, a simple comparison grid and the most common mistakes when choosing.

6 min read 20 August 2026