Get your processes ready for a digital transformation
Love it or hate it, digitalisation is rapidly becoming the norm, largely thanks to COVID-19; everyone is rushing to undergo a digital transformation. Embracing digital technologies can provide opportunities that were previously unattainable, such as the delivery of additional services, a greater flexibility for your workers, a better customer experience and so much more.
Your customers and employees increasingly expect digital solutions and it’s important to meet their needs.
Here we focus on how to make sure your organisation is ready for introducing a digital transformation; and how to avoid common pitfalls that can make your services inefficient and more frustrating for customers and yourself!
“The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency.
The second is that automation applied to an inefficient operation will magnify the inefficiency.”
– Bill Gates
Are your processes ready for a digital transformation?
Everyone knows that digital transformation isn’t as easy as buying software and plugging it into your organisation. You need to optimise your processes, which should be designed around your customer requirements, and then tailor your digital solutions accordingly.
See how digital readiness can be practically applied in your organisation by taking a look at our case study for Lewisham Homes, who undertook a piece of work with us to ensure a smooth roll out of their new compliance system.
We’ve also been canvassing opinions from your sector, and have created a two-page overview for digital transformation, including a summary of the top tips for ensuring success with digital transformation in the long-term.
How do you want your customers to interact with you?
Many organisations are changing their business model to revise how their customers make contact and receive their services. Often with the intention of improving accessibility of services to customers, reducing resources to handle customer contacts, and/or levelling workloads.
This process of changing how your customer contacts you and accesses your services is known as channel shift.
Many organisations are pursuing a self-service way for customers to receive services, which is great if the process is designed around the customer journey. However, if it’s not approached properly your channel shift project could create more work for you and create frustration for your customers. Take a look at our blog post to pinpoint why this might be happening and what the key learning points are to help you make your channel shift initiative a success.
Examples of successful digital transformations
Take a look at the infographic below to see our top three favourite examples of digital transformations from Nike, Disney and McDonalds. Download to view the source links & share our infographic.
Where do you sit on the scale?
There’s no doubt that COVID-19 has accelerated the need for digital transformation, but what is your organisation’s attitude towards integrating technology into your processes and services? Where do you think you are right now? And what plans do you have in place to move forward?
If you need help to turn your plans or aspirations into a practical reality then our Implementation Managers will be able to help; check out this article about how our Implementation Managers use Agile principles to ensure successful implementation of projects and business strategies.
Hopefully this blog post has been helpful in challenging the way you think about digital transformation.
At Ad Esse we always talk about technology as an enabler for better services; we have a golden rule, or a hierarchy of priorities if you like, that we apply to all our transformation pieces: people, process then technology.
Please get in touch if you’d like to debate this further or would like any more guidance.
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