What is digital transformation?

Digital transformation is something that’s spoken about a lot in business, especially during periods of change and digital innovation. Simply put, digital transformation is not about swapping a manual system with a digital one, but implementing a digital system that replaces the manual system and enables the business to work in a new way. As the name suggests, it can completely transform the way that organisations do business. It can be a messy road, filled with complications, and you need a firm hand – or a great platform like Omniplex Guide – to keep your digital transformation project on track.

Essentially, there are four major areas of digital transformation that most businesses and organisations agree on:

• Process optimisation
• Customer experience
• Data and analytics
• Organisational culture

These are your leading pillars throughout your digital transformation project, so you need to monitor the status of these areas as you go. As we go through this guide to digital transformation, we’ll constantly be referring back to these pillars.

How to measure the ROI of digital transformation

It can be difficult to measure the ROI of digital transformation as there’s no one metric for this – it varies business to business and depending on the project itself. This is where setting goals and expectations for each of the four major areas of digital transformation comes in handy.

In the context of ROI:

• Process optimisation: Are processing speeds and efficacy up in the months following the rollout?
• Customer experience: Are your customers more satisfied? Are customer retention rates up? Are complaints down in this area?
• Data and analytics: Can you easily spot pain points, successes, and optimisation areas in the new system? Are you getting all the information you require? After all, knowledge is power!
• Organisational culture: Are your people happier with this system? Is it making their lives easier? Is it solving a common problem or even improving staff retention?

When it comes to measuring the ROI of your digital transformation, you need metrics. With Omniplex Guide’s detailed reporting system, you can see the digital adoption rates of your team members and clients, see drop-offs and pain points, and track the efficacy of new software or applications in one place.

Getting started with digital transformation

With such a big undertaking, it can be difficult to know where to start with a digital transformation project. There are a number of digital transformation services on the market that can help integrate new systems with the old and help your team get to grips with the new processes.

First things first, you need a digital transformation plan.

There are a couple of terms to keep in mind when building your digital transformation plan. The first is the three R’s of digital transformation, which refer to the three key stages of the process.

• Reimagine
• Roadmap
• Results

You can split up your plan into these three sections which keep your focus tight. The reimagining step is all about aims and charting outcomes, the roadmap is made up of practical steps and checkpoints, and the results are the testing portion of the project.

Another set of terms to remember is the three P’s of digital transformation. This allows you to keep your priorities in order throughout the project.

• People first
• Process second
• Platform (or technology) third

When it comes to digital transformation solutions, you need to think about the end-user first. If they can’t use it the process and the tech itself largely don’t matter. Omniplex Guide puts people first with user-friendly guides, product onboarding, and interactive, educational walkthroughs, that make digital adoption simple.

Some common digital transformation examples include:

• Upgrading your delivery tracking systems to a step-by-step feature, like Domino’s Pizza.
• Migrating to self-service portals rather than using old-school IT ticket systems.
• Moving to omnichannel customer service systems through a central portal, rather than one dedicated line or email for complaints.
• Upgrading and amalgamating a patchwork of systems to work cohesively together under one technological umbrella.

These digital transformation solutions often include a digital adoption element that helps train employees and guide clients around new product features and platforms. For example, Omniplex Guide features a variety of tools, tailored to your team’s needs, including product tours, informational, step-by-step walkthroughs of new platforms and features, and video tutorials.

Digital transformation trends

As with any part of business, there are a plethora of digital transformation trends to consider. In the world of innovation and digital transformation, you’ll usually see a lot of businesses trying to do the same things.

In recent years, these trends have been a knock-on from pandemic ways of working, including:

• Implementing platforms and systems to support remote working.
• AI-centric systems to anticipate and automate processes.
• A focus on quicker ROI.
• A shift towards more sustainable processes, systems, and methods.
• Data management and governance compliance.
• Smaller, easier to achieve rather than whole enterprise digital transformation projects.
• Integrating more agile methodologies to be more reactive to market changes.
• Using more FinOps to curb the cost of cloud-based solutions and digital transformation software.

Of course, not all of these trends are going to be relevant to your business, however many are applicable in a wide range of situations. The overarching view seems to be that the digital transformation world is getting a lot more focused – no sprawling projects, no long leads to ROI, and no rigid methodologies that are difficult to switch from in the future.

How can Omniplex Guide support your digital transformation?

So, when you’re putting together your digital transformation strategy, it’s important to incorporate measurable metrics, and user-centric onboarding and education. Here at Omniplex Guide, that’s our raison d’etre. With engaging tutorials that show users exactly how to use new platforms, rollouts that can be segmented for different departments and even employees versus clients, and a reporting section that makes calculating the ROI of your digital transformation a doddle, it’s a no-brainer.

To find out more about how Omniplex Guide can support your digital transformation, book a call with the team today.