By: Kathy Kent Toney, President of Kent Business Solutions
There has been much talk these days about Digital Transformation (DX), yet there is still much perplexity around this topic. Therefore, I’d love to clear up some of the confusion by describing four simple truths or benefits of DX that business leaders need to know—to make more informed decisions for their companies.
Let’s dive in!
1. Increased Efficiency Across Manual Processes
Many organizations have standalone digital or paper documents and forms they're filling out for different items. And many more are sending a multitude of emails back and forth between teams of people. After increasing the digital efficiency, they’re experiencing more of an integrated approach, bringing awareness to what needs to happen next and accomplishing those things with less human intervention.
Work documents requiring review or signatures can also show up in an employee’s work queue within the system, doing away with the need to email documents back and forth to employees.
2. Reduction in Manual Labor
Automated systems bring together correct documentation and tasks so people can do what they're supposed to be doing when they're supposed to be doing it. Doing so replaces multiple people manually making decisions and conveying information, which has more potential failure points. The benefit is a reduction in human failure, which can decrease failure points in the process.
3. Increase in Quality
This benefit doesn't just involve quality products or services. It increases quality in your relationships and customer satisfaction as well.
As we know, people are very good at introducing risk into manual processes because they forget to double or triple-check something. The mistakes that are missed and reach the customer are going to impact that relationship and brand negatively.
On the other hand, digital workflows have controls in place that reduce risk and human failure. By tasks taking the same routes, digitally speaking, this removes the risk from your overall process. Doing so can help improve relationships with customers and allow you to save on inventory and reduce wasted effort. Ultimately, this all combines to ensure that the customer has what they want when they want it.
4. Increased Transparency
A good DX platform allows you to see everything when you need to see it. Unfortunately, not all DX workflows allow for this to occur. Some service providers will only build you a digital form, which, by definition, is DX.
However, these limited types of projects still require team members to raise their hand throughout the process to say something's incorrect. Manually flagging issues is not the best-case scenario. You don’t have an optimum workflow if you have too many emails going back and forth. When that happens, there's always the potential to miss something.
The ultimate experience involves this: when a system digitally places tasks right in front of your face and alerts you to that fact, including elevating potential issues and escalations to the proper level. Doing so leads to a better employee and customer experience.
Who wouldn’t want that?
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