Business process automation (BPA) is knowledge and technology resource intensive. Organizations in a competitive environment must enhance processes, through their automation, for efficiency, quality, and compliance, while minimizing risks. Business organizations formulate requests on the process automation quality management. The paper is to answer questions concerning process quality, as well as process automation adoption and process experience. The purpose of this research is to identify key variables that should be considered by SMEs’ managers, when carrying a process automation project. The paper adopts a quantitative methodology based on data collected. This case study confirms that Technology-Organization-Environment (TOE), Technology Readiness Index (TRI) and Technology Acceptance Model (TAM) can be combined for identification of key variables having impact on the BPA intentions to use. The paper contributes to knowledge by emphasizing that process quality can be measured as experience quality, particularly by expression of the intentions to use and implement the BPA. In this research, the author argues that process automation satisfaction is an evaluation of the past, but the experience of quality (QoE) expressed just through the continued intention to implement and use the BPA is a measure of the future success and quality of the process.