You would need to be hiding under a rock for the last three years to have not heard about digital transformation...
Initially, scepticism was rife – another couple of buzz words to keep the market interested. Digital transformation has evolved, however, into driving real business change programmes with tangible results.
Whether you are a small, medium or enterprise organization this can add real value – but a lot of companies are still asking – where does the rubber meet the road? i.e. real results!
Let’s start with what is driving the demand. As stated in my previous blog, my view on this is two-fold:
- the demands of our internal millennial workforce (internal)
- the increasing demands of our customers and their experience with us (external)
If I combine these two drivers, you start to think about - 'what can I affect in my organization which will improve how our customers interact with our workforce?' To narrow the focus again - 'which business processes can I identify that need to be digitized so I can enhance the interactions between the two?'
Process Transformation Case Study
We recently engaged in a webinar with Rob Koplowitz of Forrester Research, whereby we discussed several customer projects that identified and solved these problems. One of the customers provided insurance services to sub-contractors in the construction space.
The business problem arose when the sub-contractors would arrive at a new building site and would be refused access to the site due to uncertainty around their insurance credentials. Phone calls made / paperwork reviewed etc. and assuming all cleared, they would pass through. Furthermore, with construction sub-contractors moving around site-to-site, week-to-week with their specialized skill-sets, the management of the process became very onerous – resulting in dissatisfaction for all people involved, the end customers and the workforce.
Putting You In The Driving Seat
By digitizing this process, it revolutionized both the customer impact experience and the workforce experience. The workforce became more focused on ensuring all the data was real-time and available securely online while the construction companies were able to ensure all insurance certifications were managed in advance so there were no hold ups “at the gate”.
What you’ll find with this example, is that it drove cost efficiencies as one of the business outcomes – more work being done on site by their external customers, less reactive work being done by the internal workforce. But their core motivation was to improve the customer experience with their interactions with the internal workforce. It's like driving a Toyota Prius – the buyers core motivation is about being more eco-friendly, but they are still saving money as a result! This is where the rubber meets the road.
To learn more about how FlowForma can help drive your organizations digital transformation journey, why not book a demo with one of our product experts and see for yourself the potential benefits, or take a free 30 day trial.