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Digital Transformation – How to transform in order to meet growing customer demands

6 Apr 2021 Lumina Technologies

Digital transformation is forcing companies to change their business models and adapt to the new market reality, and what’s interesting is that it’s not the companies that are driving this change – it’s the customer!

Today, customers expect relevant content in relation to what they’re doing anytime, anywhere and in the format and on the device of their choosing. It’s their journey that dictates your strategy!

In order to keep up with this new kind of “always-connected” customer, your business must embrace technology to deliver an unmatched customer experience.

Digital transformation marks a radical rethinking of how an organisation uses technology, people and processes to fundamentally change its business performance.  It is the adoption of digital technology to transform services, through replacing non-digital or manual processes with digital processes or replacing older technology with newer digital technology to meet customer demands.

So how do you start this transformation? Here are our recommendations on steps to consider when getting started with a Digital Transformation Strategy:-

Define and plan your strategy

Knowing where your company is, and what it needs to do to reach the place it would like to be, is essential to building a roadmap that will get you there.

Before you jump into digital transformation, think about the experience you want to provide. As part of this process, you may ask yourself the following questions. 

  • Where are the strategic gaps in your organisation?  
  • How can you use technology to support your employees?  
  • What challenges does your team face when they engage in day-to-day business processes?  

Getting clear on what you want to address and what your goals are will put you on the path to a successful digital transformation strategy. However, you also need to think about how digital transformation will impact your customers. This will involve asking questions like:  

  • What experience do you want to provide for your customers?  
  • How can these initiatives help you meet their changing needs and expectations?  

This can quickly have an impact on your bottom line. Many companies report that they’ve cut costs by 10% to 20% with digital transformation. They also report revenue growth of 10% to 15% from transforming their customer experience processes.

Get your processes right

Digital transformation doesn’t work on paper and it will only be successful if you integrate it into your daily workflows.

Make your processes about the people that deal with them i.e. focus on the needs and expectations of your stakeholders: customers, suppliers, and employees. Evaluate all of the workflows, procedures, policies, and practices that support the function, business unit, or division you’re looking to transform. Then evaluate the entire organisation, as you will need to line up project goals within the ambitions of the business—and, if you are taking a continuity-minded approach, having a clear view of your challenges can help you implement later stages of digital transformation more easily within the framework you build after evaluation.

Ask yourself questions like: How can I improve my sales team’s effectiveness by implementing a digital CRM? How do I help my accountants to prioritise the right invoices? How can I automate repetitive process steps to give my employees time to focus on value-adding tasks?

Don’t try to replace all of your systems and processes at once. Select the process and use case you want to tackle first, implement the technology, get your KPIs on track — and then spread the technology across your process landscape.

Invest in the right technology & providers

Replacing old technologies and processes with digital solutions takes care, planning, and persistence. But with the right approach and tools, you can build and implement a winning plan for successful digital transformation in your business. Digital transformation isn’t about spending money on tech, it’s about spending money right. So once you’ve defined your desired business outcomes, decide on the systems and technology that will support your goal.

More often than not, cloud adoption is a top priority and critical to digital transformation as it creates an agile, flexible IT environment for your business moving forward.

There are many solutions that can help you meet your digital transformation goals but the problem is many businesses don’t take the time to think about what they actually need before choosing to implement technology – this wastes time and money.  

Before you add any new technology, ask yourself: 

  • Does the technology you’re investing in align with your digital transformation strategy? 
  • Does it fill a gap in your organisation? 

If you can answer yes to both of these questions, that technology is an important part of your digital transformation strategy. 

In addition, the technology partners you choose are much more than suppliers. The learning curve for moving from analog or pen-and-paper workflows into automated processes built around continuous improvement can be significant. That’s why it’s important to choose technology providers who can also give your staff the training and support they need to weather the digital transformation successfully.

Technology providers can also offer insights from their own experience to help guide you as you define your project’s goals, timeline, and scope, and thus become partners in shared success.

Ready to start your digital transformation journey?

Building a successful digital transformation strategy doesn’t have to be a challenge. With the right support and expertise, you can adapt to change and outpace evolving demands. Lumina Technologies is a trusted partner for these projects. 

Our experience in IT has proven that a successful digital transformation strategy needs to focus on two things. First, your strategy must include ways to manage evolving business goals. These strategies also need to account for the cultural change that comes with those advancements. Using our Framework, our team provides the kind of external perspective, agility, and understanding required for real innovation. 

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