However, there is not much clarity on how to go about it. Often digital transformation revolves around technology and methods of successfully adopting it. This is exactly where most businesses go wrong.
By definition, Digital Transformation is the process of selecting and employing the right IT infrastructure to drive positive business outcomes. These outcomes reflect in the topline and bottom line of an organization’s financial statements.
Since your business objectives are centered around customers’ requirements and providing the promised results in your value proposition, the truth lies in the fact that this process, often misunderstood due to the term ‘digital’, actually revolves around ‘customer experience’.
In the wake of the COVID-19 pandemic, organizations had to take necessary measures to make the customer journey as seamless as possible. Necessary solutions were employed to help customers place orders for products or request services via digital mediums, and connect with the provider in case of any concerns and issues.
Organizations had to craft complete systems to help teams work without any constraints in a remote setting. Using necessary technological solutions, each process was made as contact-free as possible, while making sure that customer expectations were met, if not exceeded.[/ohio_text]
Let’s try to sum up the process of a successful transformation.
- Build bridges to connect with your customer
In short, be accessible. You should be able to listen to your customer’s sentiments across various touchpoints. This includes giving attention to how they are talking about your brand on social media channels, what kind of issues or complaints they are raising to your care team and on public forums, what kind of product and service improvements they are asking for?
As an organization, you should also be able to access customer information from anywhere to help individual cases and also build business strategies. To achieve this, companies need to integrate information spread across multiple systems like ERP, order management, CRM, etc. to a more organized and accessible data cloud.
- Analyze the data to make business decisions
Use insights uncovered from collected data on all fronts of your business activities to take strategic decisions that will help the company grow. This includes providing personalization in your products and services, finding bottlenecks in your processes and eliminating them, discovering scopes of improvement and acting on them to provide better results.
Personalized approaches to cater to your different audiences is a great way for driving a solid communication strategy that results in a higher brand recall.
- Find the right technology fit
Evaluate different options in the market to set up these systems. You could go for an asset-light subscription model like our SaaS solutions, or you could form up your own IT team and infrastructure given you’re in an industry where this kind of investment makes sense and you have the funding and resources to back it up.
You are no longer a 9-to-5 business with cloud and mobile technology becoming affordable and common around the globe. You need to be available at all times of the day and night. Your company model has to be reimagined.