It’s easy to jump into a Digital Transformation project. But before you begin, you must remember one simple thing: Digital Transformation means different things to different people.
To some, it’s about the physical transformation of their systems: integrating their legacy software stack with web and mobile applications. In a similar vein, some see it as embracing new technologies and trends, such as Big Data and Machine Learning for analytics to gain more insight. Or perhaps digital transformation means the ability to become more agile and innovative to put your organization in good stead against competitors.
You need to work out what digital transformation means to you. What problems are you trying to solve with your digital transformation project?
At Bizagi we’ve been helping companies to digitally transform since before the term was coined. We know that digital transformation is really about changing the way your business works. That means transforming and automating your processes.
So, we like to think about what digital transformation looks like in practice. What is the real outcome for your employees and customers, and how can it help you better govern your organization? Here are some real examples to help illustrate what digital transformation means to some of our customers.
From employee onboarding to day-to-day tasks, every process-driven experience can be enhanced with technologies such as digital process automation (DPA) to become more efficient. This will not only benefit your bottom line, but satisfy employees, making them more positive, and more productive.
For example, adidas reimagined their supply chain operations with Bizagi and empowered employees with automation. By connecting silos across multiple departments, operations were made user-friendly and more efficient. They streamlined the management of 5,000 purchase orders per month, which contributed to operational costs being reduced by 60%.
Automation technologies like robotic process automation (RPA) can take care of repetitive, administrative tasks so staff can concentrate on value-add tasks instead. Employees are released from labor-intensive tasks by RPA and set to work in other areas. This is when a combination of technologies can bring about true digital transformation. By combining RPA with DPA and artificial intelligence (AI), you can rest assured that the correct decision is being made because it is planned out in the workflow with AI helping to make informed decisions along the way.
Every organization should always be thinking about the end customer. And today’s customer wants immediate feedback and service when using an online product or service.
“From automated communications to context-aware personalization, instantaneous feedback is right at the heart of disruptive business models in every industry. Companies now need to provide everything at your fingertips. Instantly accessible transaction histories, usage summaries, and order statuses are the new normal,” Bizagi CEO, Gustato Gomez, told Forbes.
It’s important to turn processes into instantaneous transactions. Take a look at your process – can any element of activity by eliminated? For example, there may be a legacy step that can be removed to streamline engagement. Or perhaps certain tasks can be postponed. Non-essential information could be gathered at a later date, e.g. certain customer details when opening a new account. Or can the task be automated to save time and increase efficiency?
“With current DPA and RPA technology — and, if necessary, a healthy dose of artificial intelligence and machine learning — many existing manual processes can be turned into business logic that does not require human intervention at all. Where a manual activity would previously stall a process, the new business logic can act at the speed of digital engagement,” says Gomez.
Old Mutual embarked on a digital transformation initiative with the primary aim of putting the customer first. Using Bizagi as their standardized front-end platform resulted in customer onboarding being completed ten times faster. By integrating their systems and automating processes, bank tellers had a holistic view of both customers and services available, which resulted in point of conflict resolution improving by 30%. In-branch wait times were nine-times shorter for 15,000 customers a day. NPS improved by 15% as a result of improved customer experience across all channels.
Governance & compliance
Compliance needs to be built into everything your organization does. That means modeling digital operations across the business to make compliance the default. You also must ensure all your new and legacy systems are connected to aid collaboration and visibility. A fragmented view of systems, data and people will make it hard to ensure you comply with rules set by regulators – or those you set for yourself. Taking a compliance-first approach means that governance can become part of innovation, not an obstacle.
Digitally transforming your organization can help to ensure regulatory compliance in everything you do and help with processes that have strict rules to adhere to, such as approvals and contract management. You can also automate elements of these processes for efficiency, plus, people can’t forget to do what’s automated. So, you can rest assured that all your processes are compliant.
Aon used Bizagi to mitigate risk within their Global Investment Consulting arm to gain control and visibility, which is vital in such a highly-regulated industry. They used Bizagi as a basis for a secure platform messaging, instead of email, for transparency and FCA compliance. Automate helped with timely execution of redemption to meet customer SLAs, and the auto-population of data reduced the risk of error.
Digital transformation not only means different things to different people, but it also provides different outcomes based on how you approach it. Work out what’s important to you and your business, what your priorities are, and start from there. Whether you want to connect internal resources, automate tasks or create instant transactions for customers, a process automation platform can help.
If you’d like to find out more about how Bizagi can support your digital transformation initiatives, download IDG’s and Bizagi’s report, ‘Intelligent Process Automation: A Springboard to Profitable Digital Transformation.’