End-to-End Opportunities for Digital Transformation

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Digital transformation has become a much-lofted principle of doing business in the modern world, but what does it mean for a company to engage in and fully execute a digital transformation? For starters, it could mean preparing the office space for mobility that entails operating inside and outside the firewall. No longer tethered to a desk, desktop and PBX, the modern office embraces the global marketplace and does business wherever and whenever it calls. The initial step to digital transformation is, therefore, to adopt the necessary tools to achieve these goals.

Next, the process of digital transformation could simply be the development of continuous feedback mechanisms through every part of your sales cycle. That could include something as simple as an autoresponder that alerts customers that their message to you via your ‘contact us’ page has been received. Often, the idea of digital transformation is believed to mean having the latest technology. However, it could actually mean just using the technology you already possess to create a feedback loop that keeps the business in contact with the customer or maintains sensitive internal connections, such as presence alerts for employees when collaborating.

When applications are deployed in the workplace, it is usually with the idea of streamlining internal operations, but employees are only likely to use them when they work properly. One reason that the most successful businesses see good outcomes with adoption is often because they use tools that allow IT to monitor quality of experience and troubleshoot user problems immediately. Take Skype™ for Business (SfB) for instance, an often used communication and collaboration solution. Simply installing SfB will not get you the productivity and activity you imagine. However, mastering the product nuances with thorough training focused on user acceptance will help. Streamlining technology issues by working with a trusted partner that has overseen numerous deployments throughout an entire customer lifecycle, from planning, through to delivery and migration will save time and money.

Monitoring for comprehensive user visibility could be as simple as robust Unified Communication Reporting that gives an idea of what the Quality of service (QoS) or Quality of Experience (QoE) metrics reveal about the endpoint activity in your group. When using Skype for Business, for example, measuring adoption of Video, IP telephony and web conferencing as preferred methods of collaborating can determine whether those technologies should stay on. This can save on operational costs over time. Turning off unwanted technologies also improves employee productivity as it resolves issues with usage and lets workers use tools that work best for them. Since the bottom line is improving the customer experience, this should never be a problem for a forward thinking company.

Reporting as a way of monitoring usage helps with troubleshooting, so that problems are addressed quickly, and future problems are avoided. Reporting can also help with adoption by highlighting the positives of a technology and letting employees know just how the technology is used and what the benefits of that usage are to the users. To become or stay competitive, adding new technologies that deliver a better customer experience, an end-to-end digital transformation, is very dependent on enabling employees to be more productive by constructing less manual and adding more sophisticated business methods.

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Darlene Jackson is a published writer with many years of experience in digital publishing, advertising, and public relations. Her diverse assignments include stints with Chicago Public Media, The Chicago Tribune, and various print and online media and communication outlets. She is currently pursuing a master's degree at Northwestern University.

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