Blurb: The business world is significantly changing, and to stay competitive, individual companies need to change with it. This can take the form of updating their processes, streamlining their systems, and changing the way they work to ensure that they take full advantage of digital platforms. This is known as a digital transformation, and by undergoing this process companies will be able to deliver a superior customer service experience, and ensure that they remain relevant in a tough marketplace.
A great thing about technological developments is how they make life easier for users, substantially reducing the time required to perform tasks, the amount of manual labour needed, and significantly improving the user experience. Currently, some of the most successful companies in the world are ones that updated their systems and processes to ensure they utilised modern technology to provide customers with a service they had used for years, delivered to them in innovative ways. For example, movie streaming services recognised the customer need to watch movies whenever they wanted, and so, they utilised internet technology to deliver it to them. By doing so, they quickly replaced the outdated video rental stores as the go-to point to watch new movies. The same principle can be applied to many other industries, and by ensuring that they make appropriate use of technological developments, they are distinguishing themselves in a competitive market.
Therefore, it is recommended that companies undergo a digital transformation audit of their business processes to identify inefficiencies, areas that could be streamlined, and investigate innovate ways of conducting business, to achieve a number of goals. These include making it easier for staff to perform their role, improving the customer service experience, and keeping up with competitors.
A digital transformation audit assesses the business’ existing operations, to gauge what processes could be transformed to a digital platform, such as cloud-based systems, video calls, internal correspondence being conducted electronically rather than by paper, and so on. After undergoing this process, business’ will be able to work towards transforming a significant portion of their operations to a digital platform, and in the process:
- Significantly streamline their services and minimise downtime. By undergoing a thorough digital transformation of their operations, business’ will be able to significantly speed up processes and improve service delivery. Processes that used to take significant time and effort to complete can now be done almost instantly, and in a manner that significantly improves the experience for both parties. For example, business’ in the financial sector can use digital platforms to conduct complicated transactions within minutes, which not only makes it easier for customers as there is less waiting time, but business’ are also able to maximise their profits by having more time to see more clients.
- Gain a better understanding of their market, how many customers are engaging with their services, what their market reach is, and so on. For example, business’ that utilise digital technology to promote their services have instant access to important information, such as how many potential customers read their blog or newsletter, how long they spent on each page, what sort of information they engaged most with, and so on. This sort of information used to be difficult and time-consuming to get hold of, requiring customers to answers surveys or send in feedback, yet by making use of new technology, business’ can access this information within seconds.
- Distinguish themselves from their competitors. Business’ that have undergone a digital transformation of their operations are able to offer faster service and can increase customer satisfaction by tailoring their service to the needs of the customer. For example, if customers are unable to visit the business’ office, many business’ will still be able to provide service to them, through digital platforms such as video calls, email and app correspondence, and so on.
An improved business model can maximise profits and increase customer satisfaction
Business’ across different industries, or of different sizes or operating types, will perform their duties in completely different manners, and engage with customers in a wide array of ways. So, some business’ will benefit from a digital transformation in a particular manner, while other business’ from different industries will stand to benefit in other ways. However, all organisations, regardless of their industry, size, or business type, will benefit from undergoing a digital transformation audit, and subsequently conducting a comprehensive digital transformation of their services.
This is because the auditing processes makes them aware of potential inefficiencies or weaknesses within their operations and gives them clear direction about what they should be doing to ensure that it does not detrimentally affect the operations in the future. By understanding the potential limitations of your business, organisations will be able to develop clear strategies to keep up with their competitors, continue to deliver a high-quality customer service experience, and ensure that their business remains relevant, resilient, and robust.
If you would like to get the ball rolling on undergoing an audit of your existing operations, and subsequent digital transformation, then please call Anitech’s specialist consultants today on 1300 802 163. If you tell them about your operations, its structure, and some of the challenges it faces, they will be able to explain to you how this digital transformation could benefit your company, and how it could be implemented across your operations in a simple, straight-forward manner. Wouldn’t you agree that this is a transformation business’ should get on board with?
Please click here to find out more about some of the advantages your business stands to gain by undergoing a comprehensive digital transformation.