In a years’ time, the COVID-19 pandemic has brought about years of change in the way companies across sectors operate. According to a new McKinsey Global Survey of executives, their companies have accelerated the digital transformation of their customer and supply-chain interactions and of their internal operations by three to four years. 

Those companies which had already invested in digital operating models/enablement have fared much better than those which had not. Well to say what is the best tech has to offer is no longer a mystery, but a pandora’s box – you never know what is in store next, and, also it’s difficult for common people to comprehend. In spite of knowing the limitations, one has to be adaptable & flexible enough to move a higher notch above the rest to counter digital disruption. 

Digital Transformation Framework

It is the blueprint for how an organization transitions because of industry/market disruptions or evolving business scenarios. A framework is a tool, used across an organization, that guides all levels of the organization through the journey.

There are many digital transformation companies that offer consulting based on AI development, machine learning development (including chatbot development), IoT development, etc

Digital Transformation Solutions

Two key digital solutions for businesses are as below:

• Intelligent Apps

These apps facilitate human-machine interaction and take this interaction to another level.

• Chatbots/Business Bots

In today’s context, chatbots are fun to be with and can help customers achieve what they want. Referring to various insights, as we all know, bots can be used anywhere – either internally in the organization as well as being used as a:

• HR Bot
• Help Desk Bot
• Feedback bot
• Sales bot etc.

The most important bot that has been gaining momentum and is steadily on the rise is the Feedback Bot / Customer Service Bot. In most instances generally, users either mail or call the customer care team with certain queries pertaining to some features of the site, placing an order, or asking for their status updates. Looking at the time spent here and there, and then waiting for it becomes a nuisance after some time, leading to chaos.

Benefits of Digital Transformation

Digital Transformation enhances information throughput and efficiency, helping people create new opportunities. Below are some of the key benefits:

• 24*7 Availability

Technological applications work round the clock which is 24*7 (24 hours and 7 days a week). This is a boon.

• Enhanced business processes

Digital transformation enables companies to automate business processes across departments. Be it IT, Finance, HR, Sales, Operations, or any other function.

• Better Customer Experience

AI-powered solutions can help businesses to respond to customer queries and grievances quickly and address the situations efficiently. AI tools can also help to reduce the strain from the customer service staff, which will lead to better productivity.

• Pre-empting business disruptions

AI-powered analytics can help in identifying trends that indicate disruption to the business. Effective decisions can be made accordingly by pre-empting such challenges.

Digital Transformation Across Pharma and Healthcare Industry

1.Digital Transformation in Pharma

As with many sectors, a lot depends on individual companies’ digital readiness As COVID-19 hit, many businesses saw their networks disrupted across the supply chain. In a Pharma industry, a medicine manufacturer’s product information is available with the machine supplier ensuring preventive maintenance and cost-effective manufacturing.

Read More : “Impact of Digital Transformation in shaping future Healthcare“

2.Digital Transformation in Healthcare

There are many digital disruptions in the healthcare industry. Now with the Internet of Things (IoT)-enabled devices, remote monitoring is possible in the healthcare industry. Thus, ensuring the safety and health of the patients. 

Patient engagement with medical staff including doctors is easier and more efficient. IoT application in healthcare has benefitted all stakeholders – patients, medical staff, insurance companies, etc.

Digital Transformation Roadmap

Business transformation involves holistic change that alters the way a business operates. Transformation is called ‘digital’ specifically when technology is used to solve traditional business problems and fundamentally change the way the business (or an area of the business) operates. 

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Below key steps are parts of the digital transformation customer journey in your organization: 

• Conduct business requirement gatherings to assess organization-wide requirements.
• Examine your infrastructure
• Evaluate Partner and carry out a cost-benefit analysis
• Gap Analysis
• Prepare change management strategy
• Be prepared for the inevitable risk

Conclusion

Digital transformation is an absolute must for businesses to thrive in the current scenario. To win business in today’s fast-moving digital landscape, companies big and small must rethink their digital transformation strategy. It requires a holistic approach to elevate internal business practices and customer experience. 

Read More : “Role of Digital Transformation in Digital Customer Service Experience“

There are numerous lessons from the COVID-19 pandemic, but a big one for the business is the necessity of strategically planned, thoughtfully implemented digital transformation to survive this crisis and future ones.

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