5 Benefits of Digital Transformation
At Ceox, we often talk about Digital Transformation, we think it’s critical for organisations today to be considering how they can transition their operations to being more digital. This article looks into the top 5 benefits organisations are likely to see if they undertake a Digital Transformation journey. Often organisations are running key business processes on paper or via spreadsheets. For example, organisations often require bits of paper to be submitted as part of a process and as they grow, the number of standalone spreadsheets they have for key business processes also seems to grow.
When we talk about Digital Transformation, we’re not just talking about providing an online portal but also digitising the corresponding back-end processes to provide a true end to end Digital Service. Here are our top 5 benefits of Digital Transformation:
Better Customer Experience – Creating an online Digital Presence allows customers to engage with your organisation on their terms. They can engage with your organisation 24-hours a day via the connected device of their choice, effectively moving to a self-service model. Done correctly, you can expose multiple channels with a seamless experience, they can use a website, send emails, call you on the phone or even send a letter if they wish. The best Digital Organisations allow a multi-channel experience to provide a better and seamless customer experience.
Improved Efficiency and Productivity – There are many ways Digital Transformation makes your organisation more efficient and productive. A better online experience means that customers are less likely to send you bad data which requires time to clean and sort out. A combined back-office system provides a single view of the customer which avoids time chasing information across multiple systems. Standard response templates and access to a shared knowledge base aids productivity and cuts down on response times. The improved experience you’re providing saves internal time and reduces administrative burden.
Better Decision Making – Knowledge leads to better decisions; being a digital organisation provides more data, about both customers and operations, which leads to better comprehension and knowledge. Understanding your customer helps provide a better experience whilst better data of how internal operations is performing helps managers create high performing teams. Managers can undertake the right tasks to support the team in a timely manner. Ultimately, Digital Organisations use data-based insights to make better decisions more of the time.
Improved Communication – A Digital Transformation gives teams and departments new ways to communicate and collaborate. This helps drive even more efficiencies and enables teams to collaborate on the platform and terms that suits them. One of the biggest benefits is that greater communication between departments leads to increased empathy.
More Engaged Workforce – Once teams have got over the initial change to their ways of working, they tend to embrace the new Digital Workplace. The new setup allows flexible working with people able to work remotely or from home and vary their hours. The new technology also enables everyone to update their skills and embrace a digital culture.
Providing multiple channels of engagement and digitising back-end operations can transform organisations to a Digital Workplace and deliver huge benefits.
Ceox have experience delivering Digital Transformation across all sizes of organisation, both in the public and private sector. Please get in touch if you’d like to learn more.