The 10 commandments for building a digital business
By Mr. Virender Jeet – Senior Vice President, (Sales and Marketing / Products), Newgen Software
In life, the Ten Commandments serve as a guide. Likewise, in business, there is also a sacred list of rules – the 10 Commandments of a Digital Business that can guide businesses to become truly digital.
1. You will have nothing before the processes
Investments in new age technology do not promise a digital business. However, the addition of new systems and technologies can lead to more silos. Being digital means engaging customers and dealing with stakeholders in the right context. For this, the underlying business processes are essential. To be truly digital, organizations must overcome process silos and drive continuous process improvement.
2. You will orchestrate your resources
Digital transformation requires more than traditional process management. Orchestration is the watchword of digital technology. A digital business requires that all of its resources be orchestrated for optimal efficiency.
3. Contextualize your processes and interactions
Driving interactions in the right context is at the heart of digital. Every process, task, activity and interaction must be put in context. For this, business content must be accessible at the right time and in the right place.
4. You will provide an omnichannel customer experience
A pleasant customer experience is the result of meaningful customer engagement through the customers preferred communication channel. This involves mapping each customer interaction across different touchpoints and delivering an omnichannel experience.
5. You will bring flexibility in the processes
One of the biggest bottlenecks in delivering customer experience and employee efficiency is the rigidity of the underlying processes. There is a bit of unstructuring in any structured process. Case management systems provide flexibility in processes and allow workers to manage exceptions as they arise.
6. You will follow the rules
Changing regulations and more stringent mandates pose a risk of non-compliance. With standardized processes, detailed audit logs, and real-time monitoring capabilities in place, organizations can stay compliant. Additionally, the Rules Management System enables companies to easily define, control, modify and deploy the business policies that govern critical business operations.
7. Empower your employees
In any organization, people are the driving force and the skills they possess make all the difference. It is imperative for businesses to keep their workforce motivated and empowered. By leveraging robotic process automation (RPA), free your knowledge workers from performing repetitive and mundane tasks and allow them to focus on more constructive tasks.
8. You will feel and react in real time
There are many opportunities available on social media to reach customers. However, to operate them effectively, companies must act quickly. Digital sensing technology with social monitoring capabilities backed by robust processes enables businesses to spot these opportunities and make the most of them.
9. You will create a cross-channel experience
Customers, both internal and external, demand flexibility to be able to take over one process on another, which once started on one channel. This suggests integrating all front-end channels in a loosely coupled fashion, allowing for a cross-channel experience.
ten. You will connect
Digital is about connecting organizational resources – systems, processes, people and things. This forces companies to create new value chains by connecting otherwise disparate parts of a business ecosystem, partners and customers.
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 connection.
With the content management capabilities of ECM and the orchestration capabilities of a BPM platform, meeting these 10 commandments becomes easy. Additionally, a CCM system improves the customer experience by meaningfully engaging customers.
Together, these systems provide the necessary impetus for an organization’s digital transformation journey. And, by leveraging digital technologies such as RPA, mobility and digital sensing with these systems, businesses are gaining a real advantage.