Digital Transformation has become a key driver of success for organisations across various sectors. By integrating technology into operations and improving processes, businesses are reporting enhanced customer experience, improved efficiency and more engaged stakeholders. As Digital Transformation experts, we have years of first-hand experience in effective organisational transformation. We also have a deep understanding of how it can ultimately contribute to increased productivity and ongoing client success. Here are some of our key observations:
One of the more obvious benefits of Digital Transformation is improved customer experience. By digitising processes, businesses can provide personalised and seamless interactions with their customers across multiple touchpoints. Examples of this might include streamlined transactions, Q&A chatbots that are available 24hrs or improved triage of inbound calls to get your customer to the right place quickly and efficiently.
At Wyser, User Centred Design (UCD) is a key to our approach as it helps us to understand the needs of all stakeholders, both internal and external. We use UCD to gain a clear picture of the audience we are designing for, as well as to understand the best solutions. When it comes to customers, this could look like online self-service options or personalised recommendations based on customer data. It’s our goal to enable a Digital Transformation that empowers companies to meet customer expectations and foster loyalty. This higher level of engagement in turn builds trust, strengthens relationships and enhances brand reputation.
Digital Transformation not only benefits customers but also positively impacts employees. This is often the cumulative effect of several factors working in synergy. At an operational level, in our experience, employees benefit from the automation of repetitive tasks and streamlining workflows as well as being given better tools for the job. This essentially will free them up to focus their expertise on more strategic and creative areas without continual firefighting or barriers.
We witnessed this when we partnered with a large housing association who were hampered by multiple conflicting processes, an inconsistent data strategy and old legacy systems. Implementing one CRM that worked for all users and could be managed in-house eased many frustrations and had a profound positive impact on employee satisfaction.
Of course, it also now goes without saying that in the post-Covid19 ‘new normal’, employees have come to expect a degree of flexibility from their employers. Digital Transformation facilitates remote work and flexible schedules, providing employees with a better work-life balance. These factors invariably contribute to increased job satisfaction and ultimately lead to higher employee retention rates.
Digital Transformation leads to greater organisational efficiency. Implementing digital tools and technologies enables organisations to optimise their processes, reducing manual errors and inefficiencies. There is increasing data to back this up. PwC has pointed to the transformation of Haringey Council to be more digital-forward and how this greatly improved their case authorisation rate by 53% - a result of a better-connected and better-equipped team.
Organisations that have adopted Digital Transformation have also seen increased collaboration. Digital Transformation encourages collaboration between departments because it often facilitates improved communication via centralised data sources or virtual workspaces. This can also be due to the fact that all staff have access to real-time information through the cloud or a centralised database. As a result, they can work towards shared objectives and make informed decisions quicker.
Quality data is an ever-increasingly valuable asset, and digital transformation enables organisations to collect, analyse, and leverage data more effectively. Data analysts, with the help of AI tools, can work with larger and better-quality data sets to provide the most valuable insights possible. Businesses can gain actionable insights into customer behaviour, market trends, and operational performance. These insights drive informed decision-making and keep organisations competitive in a diverse and changing business landscape.
Digital transformation offers a wide range of benefits that positively impact businesses and organisations across a multitude of sectors. By streamlining operations, businesses can allocate resources more effectively, reduce costs, and achieve higher levels of operational efficiency. This leads to a happier workforce as well as improved throughput and output which also satisfies and engages external stakeholders.
For some the commitment to transformation can seem like a leap of faith but, when partnering with experts like our team at Wyser, the move to a more digital-forward model can be tailored to organisational needs. Employees can take assurance in our commitment to upskilling the workforce to make sure the people, as well as the systems, move forward.
We’re Digital Transformation experts with a wealth of experience across a wide range of sectors. If you’d like to chat about how we can support your organisation to succeed, why not get in touch with our team?