A paradigm shift is happening in business. The evolution of technology and information is altering the landscape in ways that were hard to imagine just a decade ago. Thousands of companies are embracing the change, but far more are yet to undergo a SaaS-powered metamorphosis.
Artificial intelligence (AI) and machine learning (ML) are behind countless digital transformation tools. From omnichannel communication to automated tier-0 support, orgs with the right systems in place are seeing massive short- and long-term returns.
While some experts claim the best time for digital transformation is NOW, it’s not always that simple. Even within the same industry, companies operate very differently. Business processes, organizational structures, and current digital solutions all affect the digital transformation strategy. Therefore, it’s up to the leadership within each org to determine the best time to move forward in the process.
In this easily-digestible article, we’ll discuss two common signs that it’s time for digital transformation. If either sound familiar, give us a shout to learn about the next steps.
1. Project management fatigue.
Project management requires collaboration across multiple teams, departments, and managers. When managed offline or via disparate applications, projects can quickly bust due dates and budgets wide open. Without seamless communication among teams, progressing as a cohesive unit is a pipe dream.
When teams struggle to work together, chaos ensues. Product road maps become impossible to follow, release dates get pushed, and perhaps worst of all, teammates can wind up resenting each other.
If that brings back stressful memories, your org might be ready for a workflow tool. A critical component of a successful digital transformation, workflow systems make it easy to digitize and document physical tasks and make knowledge accessible to everyone.
And thanks to robotic process automation (RPA), the most repetitive of tasks within a project can be handed off to an AI-powered bot. Not only does this allow businesses to move faster, it ensures those processes are performed perfectly every time.
- 97% of businesses report that project management is critical to business performance and overall success.
- A study of more than 10,640 projects revealed that only 2.5% of companies successfully complete 100% of their projects.
2. Overwhelmed support staff.
For most businesses, knowledge access, troubleshooting, and technical support are bound by office hours. Whether they’re fielding tickets from customers, employees, or a combo of the two, even the most talented service teams can only do so much in a day.
A clear sign that your support agents are overwhelmed, and that new digital technology may be in order, is the amount of time required to respond to a service ticket. Simply put, if a first response takes more than 12 hours, it’s time to consider a transformation initiative.
A favorite among orgs that have undergone a digital transformation is a conversational AI tool. Commonly known as bots or chatbots, these intuitive assistants use guided conversation tech to augment your service team’s efforts.
Through a chat window placed on your website, users answer a series of clarifying questions to arrive at the knowledge they need. Best of all, AI-powered bots never sleep! This 24/7 tier-0 support drastically decreases your support team’s workload while creating a better experience for customers and employees alike.
- In the traditional support agent model, service tickets cost organizations up to $49.69 each.
- Chatbots are predicted to save businesses $8 billion annually by 2022.
The digital-dominant future.
Digital transformation is less about fixing weaknesses, and more about augmenting strengths. With tech tools eliminating project and customer experience bottlenecks, talented teams all over the world are liberated to do their best work. Here at Capacity, every solution we build is designed from the ground-up to do exactly that.