Hyper-automation of Business Processes in the Commercial Premises Equipment Technical Service Sector

Abstract

Industrial digitization, as an integral part of the Industry 4.0 revolution, encourages organizations to implement advanced technologies that enable process automation, improve data management, and increase operational efficiency. However, in companies operating within the commercial facility maintenance sector, many processes are still carried out fragmentedly, relying heavily on manual labor and insufficiently integrated systems, which underscores the relevance of analyzing the potential application of hyperautomation. Despite the growing accessibility of digital technologies, maintenance companies still face process fragmentation, high demands for manual labor, and significant administrative costs. Furthermore, there is a lack of a clear understanding regarding which operational processes can derive the greatest value from hyperautomation technologies and how to effectively integrate them into the general business management system. The aim of the research was to propose process automation solutions for commercial facility maintenance companies in order to achieve full hyperautomation of their operations. The main objectives of the study were to analyze the theoretical aspects of process hyperautomation and the application of advanced digital technologies in maintenance companies based on scientific literature; to investigate the current processes of companies in the commercial facility maintenance sector using expert evaluation and to determine their hyperautomation potential along with the most suitable technological tools; and to design an updated, hyperautomation-based operational process model and provide implementation guidelines. To achieve the research objective, methods such as scientific literature analysis, multi-criteria evaluation, expert assessment, in-depth interviews, and process analysis were applied. The results of the expert evaluation revealed that the highest potential for hyperautomation was identified in the areas of fault registration, work scheduling, technical diagnostics, spare parts management, and administrative processes. The hyperautomation model developed on the basis of this research demonstrated that the greatest operational benefits are achieved by integrating business management systems, artificial intelligence, robotic process automation, and Internet of Things (IoT) technologies into a unified process management environment.