Digital transformation is about meeting the needs of the new digital consumer

—NINAD RAJE Director & CIO, Health Assure
Ninad Raje

HealthAssure is India’s leading Primary Healthcare aggregator, with a network of 2000+ primary care centres across 800+ cities. It offers comprehensive solutions; from managing complex requirements of large institutions to providing customised plans for individuals.

Going Digital- what does it mean to you and your organization?

In many ways the word digital is misleading. It makes one think of technology when we should be thinking of people. In reality, Going Digital – is the new focus on the customer. For me, the term ‘Digital’ is the convergence of many technologies (social media, mobile, and the web) and Social Changes that have led to a new digital ‘reality’. Together these have created a new kind of user – the connected consumer.

Mobile has put 24/7 access to the web, social media and email in our pockets. This power is reshaping their behavior and creating a new breed of customers, unlike anything we have seen before. It is applying the culture, practices, processes & technologies of the Internet-era to respond to people’s raised expectations.

What is your Digital Transformation plan, strategy and the deliverables you expect or already coming in?

For our organization, it means – being Responsive, Open & Efficient. We, as an organization, believe by ‘Going Digital’ means – we should be able to both understand and respond to people’s rapidly changing needs, habits and expectations. As a digitally Responsive organization, we have empowered, multidisciplinary teams who have access to relevant, real-time data about the changing environment and are empowered and equipped to respond.

Since, we operate in the Healthcare space – our motto ]is to bring ‘Affordable and Accessible Healthcare Closer to People’. As per our belief – we can achieve this only by keeping ‘Digital’ in the forefront of everything that we do.

Our Digital transformation plan includes stepping back and looking at the customer journey of the new digital consumer. Our strategy focuses on concrete actions – actions that address the immediate issues. However, it also establishes processes for adapting to future changes in consumer behavior. Changes that emerge as new technology continues to be created. A key component of our strategy is the role of our digital team.

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