According to McKinsey & Company, the pandemic transformed business, forever. The speed at which organisations adopted digital and transformed technology accelerated by as much as seven years.

Digital whiplash as companies leapt towards technologies that would ensure their relevance in a world suddenly gone online, a world defined by connectivity, collaboration and digital competition.

However, this digital transformation needs to make the most out of existing systems and solutions.

According to Gerrit de Villers, presales and product manager at INOVO, digital investment has to consider carefully integrating specialised applications to ensure every part of digital transformation is intelligently managed.

“Companies want both new and old systems to be well integrated and to play well together” he adds. “This typically doesn’t happen. So, the goal must be to use the best applications for the task at hand, while ensuring that these specialist applications effectively share information between themselves. This allows the business to start small, and build outwards to save costs and move at pace while remaining digitally relevant.”

The sudden move to online has widened the customer service and sales gaps for many companies. There is a disconnect in the journey from sale to implementation and often customers go through several processes to make implementation a reality.

This is made even more complex when third parties are involved – the business has limited line of sight around customer information and interactions. It has become increasingly important to find ways of combining and collecting information from multiple channels so you can automate and improve customer experiences.

To achieve automation excellence the organisation should consider the following four steps:

Leverage what you know

Companies need tools that allow them to automate workflows, integrate channels and remove silos. They also don’t want to waste the time and effort already invested into the platforms already in place, especially if they perform well.

To fully realise the value-add of automation, ensure that automation capabilities complement both IT and the business user, ensuring that these valuable resources work together seamlessly.

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