Digital Transformation – Where exactly do you stand?
The questions that most companies ask at the beginning of digital transformation – what’s in it for me?
But the one question that every successful digital transformation requires to answer is actually – what’s in it for your customers?
A successful digital transformation unfolds in 3 phases, translating improvement in business process into better customer experience at each stage.
Phase 1: Automate repetitive processes
To start with, you could automate repetitive and strictly rule-based processes. Imagine a bank that has deployed a chatbot to answer routine questions from the customers. This saves time for employees as well as customers. Similarly, if you choose to deploy RPA to update your CRM from website and email queries, your sales team could reach more customers in less time.
Phase 2 : Move to cloud
Once you have automated basic repetitive processes, it is time to take the organisation data and workflow on to cloud computing.
On the IT side, this means your employees could access data and work from any location. You save the huge costs required for maintaining data on premise. And on the business side, cloud brings you easy scalability and better data security.
Consider an insurance company taking all its workflow and customer data to cloud. On one side, digital records will speed up the processing of claims, and on the other hand, the firms could expand its customer-base rapidly owing to its tremendously improved data storing capacity.
Phase 3: Artificial Intelligence and Machine Learning
Cloud computing tremendously improves your data storage and processing capabilities. Now the next step is to mine the data with advanced artificial intelligence and improve your business processes further with machine learning.
Imagine you are a company manufacturing tires. Artificial Intelligence can process customer feedback and compile data into precise reports that could help you learn exact sentiments of the customers. You could use AI algorithms to mine the customer and product data on your cloud systems to find out usage patterns for the tire in different geographical areas. You could find that youth who tend to ride more, consume more tires than the older people. This will then allow you make personalized recommendations for various user groups and improve the customer experience.
Enable Digital Transformation with Crafsol
Digital transformation tools mentioned in all the three phases are interlinked with each other as your transformation progresses. Basic RPA solutions can be empowered with machine learning to process unstructured data, and cloud computing can make way for data lakes which further enables building better AI and ML algorithms.
Two vital aspects of a successful digital transformation are having a strategy for the long term and choosing the right implementation partner with relevant experience and expertise to ensure a smooth move to digital systems.
To drive your digital transformation initiative, get in touch with us!