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Don't forget the basic economic issues: you must do a cost/benefit analysis of the technology you would need (or want) to create a successful and profitable office (aka is the cost worth what you are getting out of it?)
I would also suggest keeping the target audience in mind. If your customers are typically tech savvy, your automated system might work differently than a company whose customers are generally not tech savy. Directions and instructions need to be clear and concise or customers will become frustrated.
I think it is important to design some kind of built in tech support, including regular maintenance and clean-up. An automated office has to work smoothly or it could be complete chaos. There has to be quick intervention for any kind of technical problem, and a system that monitors, updates and cleans itself is ideal.
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