Customer experience driving digital transformation

digital transformation customer experience

Businesses undertaking a digital transformation are able to take a closer look at how they do things in a far more in-depth way than ever thought possible. The result of this is that companies are having to change their business models and adapt to new market realities.

Yet it isn’t necessarily companies or their IT departments who are driving this change, it’s the customers who have their hands firmly on the wheel, steering businesses towards a far more efficient future.

Customers are expecting a streamlined interaction with companies. Whether it be in the form of relevant content on their website, more efficient ways in which to engage or interact with your business, or just making it far easier to purchase products and services through digital avenues. Because if they don’t get it from you, they will get it from your competitor.

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Where to start your 2018 digital transformation?

DIGITAL TRANSFORMATION website

In 2017, IT news sites reported many large Australian corporations and government departments completing digital transformation projects – including the Australian Immigration department, Sydney Water and ANZ to name a few.

According to a November 2017 IDC report, worldwide spending on digital transformation will reach $1.7 trillion by 2019. However, the majority of companies surveyed were still in the early stages of transformation.[1]

Digital transformation is a continuous, and complex, undertaking that can substantially shape a company and its operations. When done right, it will result in a business that is more aligned with customer demands and resilient in the fast-moving digital future.

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Product Spotlight – Digital Mailroom

DTS Mailroom Management 2

According to Business Review, developing a digital mailroom, a central platform that collects information within the organisation and sends it to the relevant department, increases productivity by 30 to 50 per cent and reduces customer response time by 3 to 10 times.1

Spencer Wyer, global chief technology officer of UK based EDM Group, says: “Every organisation should capture data and documents from every channel of communication in real time as part of their digital transformation road map. Without this, there is a significant risk of snail mail and even email preventing true digital transformation. “2

"If you do not solve data capture across every channel at the same time, you do not have complete information.

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Digital Transformation in Local Government: New reports highlight the barriers to digital change

Local Government Digital Transformation

In Australia, local government agencies are estimated to have 120 – 150 various application forms; from registrations, to permits and requests. While there are a few councils that have started migrating legacy paper-based systems to online, for many, this simply meant the forms were available online, with the rate-payers still needing to download, print and post or submit in person. The digital transformation was never truly realised.

Challenges for Local Government in digital transformation

Local Government are facing the challenge of increased compliance and the goal of transforming to more efficient paperless processes and systems by 2020.

Last month, Civica and UTS Institute for Public Policy and Governance announced the results of a survey of 200 professionals within IT teams, finance, Corporate and governance teams at local government councils, state departments and infrastructural organisations from Australia and New Zealand. The Report, titled The Changing Landscape for the Public Sector: The Challenges of Building Digital Bridges highlighted the drivers for digital change and the barriers to it:

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The impact that digital transformation can have on your organisation

Introducing DTS

The term ‘Digital Transformation’ can mean many things to many people. To some it can seem an overwhelming process to convert known and comfortable physical processes into a new, and unfamiliar, digital process. While to others it is the sign of progression, and the evolution of laborious and outdated processes into a faster and more efficient way in which to conduct business. 

These are both correct. 

Digital transformation is an undertaking to transform all current manual and physical processes into user friendly digital practices. From the scanning of all available documents, to the training of staff to use and incorporate new processes and systems. Once it has been implemented and running for a while, you will ask yourself how you ever lived without it. 

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Why Digital Transformation is the job of Operations - Not IT

Why Digital Transformation is the job of Operations not IT

Digital transformation has often been placed in the court of IT due to its digital nature. However, as these digital changes are more about operational improvement rather than IT implementation, it should be the function of an Operations team to be the most important influencer for a truly successful digital transformation; with Operations working in partnership with a skilled IT team.

Amongst the many tasks that an Operations Manager or Operations Team are charged with is efficiency and productivity; driving best practice throughout all areas of the business.

The goal of digital transformation is to reduce cost pressures by streamlining technology investments, creating synergies, and improving utilisation, all in the name of increasing operational efficiency and customer satisfaction. These are the typical core responsibilities for the Operations department, who can add their insight on the specific business operations and productivity challenges.

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Introducing Digital Transformation Solutions, a new division of Compu-Stor

DTSLOGO

 

Big data is one of the most hyped terms on the market today. It’s one of the most popular search terms by CIOs and other IT professionals. However, innovation, cultural change, analytical mindset and new skills are required to be proficient at leveraging it.

Digital transformation is all about the transitioning of static document processes to a digital format, for use within internal systems to streamline and improve business processes. By digitising paper based workflows, businesses and companies can improve processes and efficiencies.

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