Are you running your own small business, working on your online business or are part of a mid-sized enterprise? Have you heard of the term digital transformation and wondered what that is all about?
Digital transformation or disruption is the way an organization is impacted. This happens when a business moves from traditional ways of doing business to new technologies and more efficient, modern-tech based ways of conducting business.
Keeping aside their management related ideologies, and in some cases, challenges, both these companies are performing similar business akin to a white cab in the local market, or a registered taxi service. While, the traditional business in a similar case uses radio connections in cars, and one person managing a radio central to track cars, ensure that the right driver is at the right location, and drivers call customers to obtain directions, both Careem and Uber work in a digitally disruptive manner.
With Careem and Uber, a lot of that coordination activity happens in a decentralized manner through two apps, one for the drivers, and one for the users/customers. While customer service offices are maintained to ensure issues are resolved by human intervention, and customers and drivers call each other for directions – primary work is the responsibility of the apps. These apps help align the driver to the location the customer is on, particularly through a map related service/API.
Customer service is available through social channels as much as it is available through a call centre. And customer profiles and their social profiles are linked together to ensure a singular point of reference to resolve customer issues.
This is a classic example of how digital transformation changes the way a company does business. Careem and Uber are pretty classic cases, but a more traditional business can benefit from such digital transformation. Imagine from the customer’s point of view. If you were to call a bank for all your issues, and then you could use either of your social channels to seek help – from Facebook, Twitter or LinkedIn. And then, you could get updates in your email, but also promotions through inboxes, through Chat Bots. A lot of engagement points and opportunities open up that way.
Let’s take a less intensive example. A lot of my work is remote. I have three different teams in two different time zones and some of my team works remotely from home as well. But that does not mean that we work non-stop 24/7. I work with my team through online communication channels such as Slack. Our marketing and responses are primarily through social media channels, and we manage our projects through cloud-based online applications such as Trello and Asana.
We also use an online CRM so that all data is always available and perpetually on our fingertips. We also use online accounting tools to give us all sorts of financial pictures directly through such cloud-based tools. There are a few tools that we use that give us great visibility at all times. This saves us time, cost and effort as we don’t need the intervention of a lot of people to maintain these elements anymore unlike a traditional organization. Of course, efficiency in business processes as well as project management, add to this digital transformation.
This is how my organization is built.
Hence, digital transformation for a small to mid-sized organization can benefit in various ways:
- Save costs: The cost of doing business can be reduced if the right mix of technologies, with the right mix of employees and business processes, is achieved.
- Save resources: Efficiency and transparency can be built through digitizing your business. If the right set of business processes is in place, technology intervention can help in saving resources.
- Customer engagement: Customer engagement can be built through various touchpoints – case as I elaborated above.
Other improvements for your business can be improved time to market, continuous improvement as well as the increased engagement of employees as well. If you saw our Slack channels, you’d know exactly how and why!
I work with small and mid-sized organizations on a daily basis to help them with their digital transformation. I also work with all sizes of organizations for enterprise application implementations, project management, business transformations as well as business process improvement.
Is there any area that you are struggling with that I could help you with?