Adopting a digital strategy for your enterprise means removing legacy constraints of communications, data, information, delivery and provides rapid deployment models, allowing you – and your workforce – to become much more flexible.
The introduction of digital channels also brings with it many opportunities to redefine your business processes, business hierarchies and management structures. You’ll soon realize that you’re no longer constrained to a geography or location – or device – or channel. Digitalization means being able to manage and conduct work and communications from anywhere in the connected world. You’ll also no longer be reliant on hardwired technologies – the information, data and documents that you need to do your job are available from anywhere, at any time. All of that really does change the way that people work by allowing for changes reflecting real-time events and opportunities.
Digitization is also a very complex affair – which curiously makes complex things more easy for you to achieve. Because of its modular design you can take as much – or as little – as you need to begin a conversion. The modules are pre-built and already exist in the cloud, so there’s no lengthy deployment cycles – just simple migration paths to limitless provisions across the globe. Replacing legacy telephony for front and back offices takes just a few steps. Connecting to data storage in the cloud, providing a hierarchy of access controls takes minutes. Building your own IVR menus, deploying and updating takes hours – not weeks or months. Combining your customer or consumer channels across voice, video, media and social media, connecting to your resources in any location, in any language becomes a series of steps, rather than a mass migration plan.
Digitization has helped to redefine business processes, by connecting and converting existing processes, allowing them to be streamlined. Where a legacy process may have needed a 12-step process across 3 systems – these can be integrated into a single stream, reducing complexity, applying more accuracy – and saving time.
Business hierarchies have more pertinent insights through digitization. Where legacy Business Intelligence (BI) dealt in volumes, aggregates, charts and graphs – making – it difficult to interpret what is really going on – Management Information (MI) allows you to drill into specific events as if they had only just occurred. Over time, this allows you to create new structures around what is important to your enterprise – with new digital insights guiding you.
With new business hierarchies in place, the shape of your enterprise slowly begins to change, too. Where you had to focus on Service Levels and Key Performance Indicators in the past, you can have these served to you at any time – and you’ll have the means to address those in real-time, too. With tactical decisions more automated – and more commonplace, your business strategies can focus on growing rather than maintaining your enterprise.