By Mr.Virender Jeet – Senior Vice President, (Sales & Marketing / Products), Newgen Software
In life, the Ten Commandments serve as the guiding light. Similarly, in business, there’s also a sacred list of rules – the 10 commandments for a Digital Enterprise that can guide businesses to become truly digital.
1. Thou shalt not have anything before processes
Investments in new-age technologies don’t promise a digital enterprise. However, the addition of new systems and technologies may result in more silos. Being digital is about engaging customers and transacting with stakeholders in the right context. For this, underlying business processes are key. To be truly digital, organizations need to bridge the process silos and drive continuous process improvement.
2. Thou shalt orchestrate thy resources
Digital transformation requires more than traditional process management. Orchestration is the watchword for digital. A digital enterprise requires all its resources to be orchestrated for optimum efficiency.
3. Contextualize thy processes and interactions
Driving interactions in the right context are at the heart of digital. Each process, task, activity, and interaction must be in context. For this to happen, enterprise content needs to be accessible at the right time and at the right place.
4. Thou shalt deliver an omnichannel customer experience
Delightful customer experience is a result of meaningful customer engagement through customers’ preferred communication channel. This entails mapping each customer interaction across various touchpoints and delivering an omnichannel experience.
5. Thou shalt bring flexibility into processes
The rigidity of underlying processes is one of the biggest bottlenecks in the delivery of customer experience and employee efficiency. There is a bit of unstructuredness in every structured process. Case management systems bring flexibility into the processes and allow workers to manage exceptions as they come.
6. Thou shalt abide by the rules
Evolving regulations and stricter mandates pose the risk of non-compliance. With standardized processes, detailed audit logs and real-time monitoring capabilities in place, organizations can remain compliant. Further, rules management system allows businesses to easily define, control, change and deploy business policies that govern critical business operations.
7. Empower thy employees
In any organization, people are the driving force and the skills they possess makes all the difference. It’s imperative for businesses to keep their workforce motivated as well as empowered. By leveraging Robotics Process Automation (RPA) free your knowledge workers from performing repetitive, mundane tasks and allow them to focus on more constructive tasks.
8. Thou shalt sense and respond in real-time
There are many opportunities available across social channels to tap customers. However, to tap these effectively, businesses need to act fast. Digital sensing technology with social monitoring capabilities backed by robust processes enables businesses to sense these opportunities and make the most of it.
9. Thou shalt create a cross-channel experience
Customers, both internal and external, demand flexibility to be able to resume a process on another, which once started on one channel. This suggests integrating all the front-end channels in a loosely coupled manner, enabling cross-channel experience.
10. Thou shalt connect
Digital is about connecting organization’s resources- systems, processes, people and things. It requires businesses to create new value chains by connecting otherwise disparate parts of an enterprise, partner and customer ecosystem.
The key to digital is to connect. A digital platform powered by Business Process Management (BPM) and Enterprise Content Management (ECM) and Customer Communication Management (CCM) systems facilitates this connect.
With content management capabilities of ECM and orchestration capabilities of a BPM platform abiding by these 10 commandments become easy. Further, a CCM system enhances the customer experience by meaningfully engaging customers.
These systems together provide the required thrust to an organization’s digital transformation journey. And, harnessing digital technologies such as RPA, Mobility and Digital Sensing along with these systems helps businesses get the real advantage.