Digital transformation is a phrase used frequently throughout enterprise-level organisations, start-ups and small businesses. While younger organisations are already firmly adapted to the digital age, contractors, suppliers and third parties might not have the same digital experiences. The same is true for all facets of large organisations. Here is a brief explanation of digital solutions, why they are beneficial to collaboration and productivity, and the role IT and other departments play in the development and implementation of transformation strategies.
Digital transformation is a fundamental change in how organisations deliver customer service, manage business processes and develop company-wide culture. Some of the most often used digital tools are those that turn away from manual processes in favour of automated processes. One example you may have experienced is the rise of chatbots in response to customer service queries. Instead of employees manually entering answers to commonly asked questions, chatbots leverage machine learning and artificial intelligence to form auto-responses to common queries. This solution frees customer agents to pursue other activities such as solving complex customer issues or to use their time to enhance lead generation.
Non-customer-facing processes are also incorporated into full transformation strategies. For instance, switching all communication from an in-house email server to a cloud-based business app can be one example of a broad-based transformation. It might help customer service agents deliver rapid replies to customers, it may help IT streamline the security process and it may appeal to mobile-friendly business culture. Now imagine taking this small example of a shift in digital communication and extending it to the entire business, every department and even third party contractors. The end result will likely be improved communication and collaboration. Digital processes are a long-term solution, but there will also be a learning curve as different departments and individuals adopt the technology and change the business culture.
Chief intelligence officers are typically tasked with overseeing an organisation’s digital processes and implementing strategic change. Under their oversight, an organisation can adopt a strategy that fits their mission and stays within the organisation’s digital resources. A good strategy is also implemented in phases and ultimately results in a uniform, company-wide strategy that brings down costs and improves outcomes. Small organisations that do not have a chief intelligence officer can look to consultancy and outside organisations to provide necessary digital audits and observations. Based on the outcome of observations and audits, a third-party consultancy works alongside decision-makers to create a transformation strategy that aligns with the company’s budget and vision.
Greenpoint will help with your transformation strategy by learning about how you currently work and how you wish to work. We will use our experience to take you from the former to the latter, leaving you in control every step of the way.
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