When your people and processes are a mess and you automate, you get an automated mess.

Technology should serve the people and process, not vice-versa. Don't look to technology to solve all your problems. Technology based solutions should be determined after the people and process has been streamlined and optimized.

Response Design has found that many companies install very expensive and complicated technology and then only utilize half of its functionality. And then, unfortunately, we find a lot if not all of the technology functionality shelved after a very short period of time.