Digital transformation – where to start? Research by Forrester
shows that only 5 percent of companies feel sufficiently digitally developed to stand out from their competitors. According to this research, many companies provide customers with an ‘average’ digital experience.
DIGITAL TRANSFORMATION – WHAT IS IT?
With digital transformation, all the processes of an organisation are digitised, and hence optimised in such a way that the entire organisation benefits from it. At a stroke, everything is shown up clearly thanks to all the newly released data, allowing your organisation to see – almost in real time – where things can be done better, faster or more efficiently. It is an excellent way to make an organisation future-proof and help it remain ahead of the competition.
WHY IS DIGITAL TRANSFORMATION NECESSARY?
These days, the consumers themselves determine the customer experience by selecting the contact moments and channels for themselves. For example, complaints are no longer sent by letter; instead, they are shared via a tweet with the whole world rather than with a department within the organisation. This power shift (from supplier to user) has major consequences for an organisation that does not yet have its digital transformation in order. The customer does not simply accept what an organisation is offering. The reverse is true: the customer needs something and it is up to the supplier to provide it. If that does not work, there are still many other options. With the use of more intelligent and efficient technologies, organisations can respond better to this. However, this means not only adopting the new technology but also looking to see how it can be deployed most efficiently. Only then is your organisation truly engaged in digital transformation. Digital transformation therefore starts with optimisation of the internal processes, but in the end it is about how you handle your contacts, suppliers and customers. Which digital tools you use, and which ones will help you achieve the best result.
WHERE TO START?
To successfully get started with digital transformation you first have to know where you stand as an organisation. Perform a scan within your own organisation to establish where processes can be handled more intelligently. Formulate a digital vision. Where do you want to be in a few years’ time? What will the scope be? A starting point could be the customer experience or operational processes. The expectations of (potential) customers are high and, if you really want to do well, these expectations must even be exceeded. Customers want consistency, user convenience and personalisation. Customers don’t want to feel that they are just one among many. It is therefor important that the customer should be central in digital transformation. There are many examples if operational processes that are eligible for digital transformation. For example, there is the hairdressing business that allows customers to schedule their appointments online, or the cleaning company that uses intelligent sensors on waste bins to gather data on how many travellers are present in areas at any given time of day. With this data, dynamic cleaning routes can be determined, ensuring that not a single waste bin is overflowing or that employees never waste time by being somewhere where they are not needed. Establish which spheres in your organisation would benefit from the application of digital transformation. Set out your scope so that you can properly decide which technology is needed for it.
WHICH TECHNOLOGIES DO YOU REALLY NEED??
The choice of the technologies that are required depends on your organisation’s strategy and ambitions. This means you will have to carefully consider what will produce added value for you. For example, both in terms of cost reduction and of efficiency. There are various applications for business use. It is also important to know which internal and external processes can be optimised.
Is digital transformation high on your agenda, and would you like to exchange ideas with a specialist from Aumatics? If so, contact Nicole Huisman on +31 (0)85 4891240 for a no-commitment appointment.