How Digital Transformation can improve Customer Experience

In last week’s blog, we went through some of the many benefits that Digital Transformation can have for your business.

This week we will be looking more directly, into how Digital Transformation can improve customer experience, specifically, a good customer experience, as it can be the make or break point for any business. That is why it is an important factor to consider when implementing a Digital Transformation strategy.

How Digital Transformation can improve Customer Experience

Data Utilisation

First of all, customers of today are almost always connected. Whether it’s on a computer or via their mobile device, they are always browsing online. This means that there is an ocean of valuable customer data that is available. And with the digital tools at your disposal, you are able to utilise that data to your benefit.

Customers nowadays enjoy a personalised experience. Utilising the customer data means you are able to see their browsing habits, spending habits, and so on. This means you can provide personalised recommendations, communications and services to each customer. 

After all, the more relevant something is to a customer, the more likely they are to commit to it.

Automation

Secondly, automation is invaluable in the digital age. Not only does it streamline internal processes, to deliver a faster customer journey. But it also allows for front-facing 24/7 customer service.

Having things like chatbots and automated e-commerce, your digital customer’s need for instant gratification can be fulfilled. Customers want their needs met – where and when they need them.

The modern customer prefers to interact with computer-based applications, over humans. According to Accenture, the availability, efficiency and politeness of computer-based applications, improved their overall satisfaction.

Omnichannel Availability

Lastly, since customers are always connected and have to have their needs met almost immediately, it’s a good approach to provide an omnichannel experience.

Your customers will want to have a seamless and accessible experience when dealing with your business. Allowing them to have the same experience no matter what platform they have access to, will ensure consistency and reliability, and much higher customer retention.

Internal omnichannel experience is also just as important for your customer’s journey. Allowing teams and departments to quickly correspond and solve customer queries and issues will go a long way in keeping your customers happy.

Conclusion

While Digital Transformation is an enterprise-wide approach, putting a little extra attention to the customer experience is advised. Customers are able to provide feedback and/or criticism instantaneously. With that in mind, keeping your customers happy is vital.

Your customers are the driving force of your business. AS stated earlier, your customer experience can make or break a successful business.

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Benefits of Implementing Digital Transformation

But why? Why is Digital Transformation so vital? Below we’re going to be looking at some of the benefits of implementing Digital Transformation can have for your business.

As we all know by now, Digital Transformation is a vital step that any modern business needs to undertake.

Efficiency

In a digital world, efficiency is key. And implementing digital transformation into your business can help you achieve the efficiency necessary.

Utilising the digital tools at your disposal, you can streamline workflows and business processes from start to finish. By connecting and consolidating departments, resources and databases, as well as automating mundane tasks, your business can run optimally.

Digital Transformation is able to improve communication, ensure a continuous flow of information and provide a more consistent experience – both to the business and to customers.

Customer Experience

Without customers, any business would fail. This is why creating the best possible customer experience is so important.

With digital transformation, you can improve the quality and utilisation of the data you collect. This means you can better anticipate and deliver according to your customers’ needs.

Technology is also able to assist with customer engagement. You can get real-time feedback, while also providing real-time solutions and answers to customer queries.

Collaboration

Allowing employees, teams, departments and management to collaborate with one another seamlessly, is another big advantage to digital transformation.

Easy collaboration methods make everyone’s job easier and less stressful. Reducing the chances for errors, streamlining workflows and allowing for work to continue, even out of office.

Flexibility

If the last 2 years have taught us anything, it’s that a business needs to be flexible. Not knowing what may happen tomorrow, your business needs to be able to adapt on a whim.

Technology has given us the tools we need to truly be flexible. Whether it be cloud services to centralize data, information and resources, or online meeting tools for collaborative work no matter where you are. It is evident that digital transformation can help you to adapt and overcome.

Costs and Profits

After looking at all the benefits above, we can dive into – arguably – the most important one; reducing costs and increasing profits.

Implementing digital transformation in a digital age is the best way to ensure your business can keep up with competitors. Remaining innovative and being able to grow as quickly as technology does.

Efficient workflows and reducing manpower needed for mundane tasks, is going to reduce costs on overheads significantly.

Ensuring customers are happy and delivering the best and simplest experience is a sure way to drive up profits.

While collaboration and flexibility ensure your business remains operational no matter what. And without as little interruptions or downtime as possible.

Benefits of Implementing Digital Transformation

How to Overcome some of Digital Transformation Hurdles

Digital Transformation Hurdles and how to Overcome some.

Digital Transformation Hurdles and how to Overcome some fo them you might wonder? Digital Transformation can be an intimidating task to undertake. Mostly due to some of the hurdles that most businesses need to overcome to make the digital transformation successful. Below we’ll be going through some of these hurdles, to bring them to light and offer some solutions. Hopefully, this will alleviate some of the intimidation, and help you achieve successful digital transformation

Strategy

When it comes to implementing digital transformation into your business, it is vital to have a good strategy in place. 

While digital transformation is a business-wide endeavour, it helps to start small. Trying to change everything all at once, is a quick way to burn out and fail your attempt. Starting small ensures that you don’t hinder your current business processes to deter employees.

Focus more on one goal or department at a time – for obvious reasons – focus on the most important ones first. Implementing one part at a time, helps you maintain control over changes and reduce the stress on the overall business.

Lastly, make sure to communicate your strategy with all employees. It does not help to have management onboard when employees don’t know what’s going on. Keeping all employees in the loop helps keep them engaged and produce results.

 

Employee Reluctance

As with anything, change can be scary. This fear will come in the form of pushback from both employees and management. Mainly because they are stuck in their ways and even fear for their jobs.

The saying goes “If it ain’t broke, don’t fix it”, and while there is some truth to that, it doesn’t say don’t improve it. And that is what digital transformation is all about.

Legacy methods are tried and true, but digital transformation is here to better inefficient work
and business processes.

Combatting the reluctance also comes down to communication. Letting the employees know how these changes will improve the quality of their work, and easing their minds by keeping them involved during these changes.

Customer Experience

Customer Experience is one of – if not the most – important factors to consider when implementing digital transformation. Due to the impact customer feedback and reviews have on a business.

Having means of collecting usable customer data, helps to improve customer experience. By delivering personalised, user-friendly and streamlined interactions. 

Again, good strategy comes into play, as you don’t want your digital transformation to interfere with a good customer experience. On the other hand, digital transformation can be used to identify customer needs, and deliver them seamlessly.

 

Security

Access to so much data and a lot of it is sensitive information, means that it needs to be secure. Data and cybersecurity is quite a big hurdle to overcome when dealing with digital transformation.

You do not want to become a victim to a cyberattack, leaving your or your customers’ data vulnerable to cybercriminals.

Incorporating cloud services for the storage of information and data can be a valuable asset. Cloud services normally come equipped with security measures in place that are regularly updated, to keep up with cybercriminals.

Skills

It is important to ensure that you have the people with the necessary skills at hand when implementing digital transformation.

Trying to use your current workforce for your digital transformation could prove problematic. Firstly, they may not have the knowledge necessary to understand the technologies. Secondly, if they need to split their time between digital transformation and their normal jobs, it could reduce the results on both fronts.

You need to ensure you have a dedicated team, with the necessary skills. That will allow them the time and effort needed to focus and deliver. While having minimum impact on current business.

 

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Differences between Electronic and Digital Signatures

With Electronic and Digital signatures becoming more and more common and known to the average person. There are still a lot of people who are unsure about certain things.

In this post, we will hopefully be shedding some light on one of the main questions we get asked: “What is the difference between electronic and digital signatures?”

 

Electronic and Digital Signatures

 

 

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What is an Electronic Signature?

An electronic signature is a digital form of making a mark on an electronic document, as a method for signing a document. It serves the same purpose as a wet signature, as it is meant to be a form of identification and consent on the document.

What is a Digital Signature

A digital signature is a form of electronic signature and is used for the same purposes. However, a digital signature is accompanied by public key infrastructure (PKI). This allows it to leverage cryptography to protect the document, as well as added steps to validate the identity of the signer.

What are the differences between these signatures?

Now that we have a better idea of what each of the signatures is, let’s dive into the key differences that there are between them.

Electronic signatures are a very quick and simple way to digitally sign an eForm, whereas digital signatures are a bit more complicated, as they require extra steps to validate the signer’s identity.

Electronic signatures can be used for most documents, however, digital signatures are recommended more for sensitive or legally binding documents.

When you sign an eForm with an electronic signature, they are not protected with cryptography. Digital signatures come with Public Key Infrastructure, to ensure they are encrypted, protected and tamper-proof.

Digital signatures are accompanied by a digital certificate that ties the signer’s identity to their signature. This usually includes additional steps such as password confirmation or receiving and entering an OTP when signing. Electronic signatures have no means of validating a person’s identity as the intended signer.

Digital signatures come with embedded time and date stamps, to ensure their longevity, whereas electronic signatures have no way of confirming when a document has been signed.

Conclusion 

While both electronic and digital signatures are digital ways of signing electronic forms, the digital signature is by far the better option. This is due to the additional protection and validation steps that come with digital signatures. However, electronic signatures can be just as good, if not better in terms of their simplicity to use and incorporate (keeping in mind, they cannot be used if you intend for a document to stand up in a court of law).

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Electronic Forms as Part of Your Digital Transformation

Switching from paper-based forms to electronic forms is a good starting point for any Digital Transformation strategy. 

We also know that digital transformation is a must-do, for any modern business.

If you would like to know a bit more about what digital transformation is, and why it’s so important, check out our previous blog post.

Electronic Forms | Digital Transformation

 

How eForms fit into a Digital Transformation strategy

Electronic Forms offer an easy to use way for businesses to create and complete the forms they need, as well as automating the workflows of said forms. 

This digital solution, and the streamlined processes, as well as the easy integration into business processes, make the use of electronic forms a good stepping stone into digital transformation.

Electronic forms eliminate the need to print or scan forms, as well as the need to manually process and store them. Secure, cloud-based storage, ensure you can find the document you need when you need it.

They also provide you with full control over the fields and data types of your forms, to avoid any hiccups or errors which may occur, and also give you valuable analytics and increased compliance assurance as you can track eforms from start to finish.

The most valuable asset that electronic forms bring to a digital transformation strategy has to be their ability to automate workflows. From the beginning, you can set who gets the form and when they get it, what details they need to complete and when the workflow comes to an end. This, alongside notifications and tracking, allow you to streamline any workflow process that requires a form, and provides an easy to use platform for your customers.

Conclusion

Digital Transformation allows all businesses to operate more efficiently, save money, increase productivity and cater to a wider base of customers. Now, implementing electronic form solutions is an important part of any digital transformation strategy, with all the benefits they offer.

If you would like to find out more about how electronic forms work, or get some helpful tips on Digital Transformation, check out our blogs on the topics.

How will Electronic Forms Benefit your Business?

The possibilities, uses and benefits of electronic forms are near endless, for modern-day businesses.
Introducing eForms into your workflow processes can save you quite a bit of time and money, as well as increasing productivity, efficiency, accuracy and reliability.

How will Electronic Forms Benefit Your Business?


Below we’ll be looking at some of the benefits electronic forms can have on your business.

 

 

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Accessibility

Since electronic forms are a digital way of creating, completing, submitting and processing forms, this makes access to them quite easily. Most people have access to a computer or smart device, meaning they can access the eForms from just about anywhere, as long as they can connect to the internet.

Providing easier access to your customers, when they need to complete forms or sign off on certain documents, will also increase customer satisfaction, which will benefit your business.

With electronic forms being securely stored online, it makes them far easier to search for and locate when you need them, rather than looking for hours through filing cabinets. (This also ensures the integrity of the documents is maintained.)

Accuracy

Electronic forms allow you to have full control over the fields you require the submitter to complete. This includes the type of data you need for a specific field, whether or not the field is mandatory and even character limits.

With this amount of control, the accuracy of the data in electronic forms is far better than the paper-based counterpart. Electronic forms eliminate most of the human error involved with filling out forms.

This also makes reviewing them a lot easier.

Time and Money

Switching from paper-based forms to electronic forms have a significant impact on saving your business time and money.

Without the need to print, scan, mail, file or revise forms, your business will reduce the amount of paper used throughout its workflows – and paper costs money.

Not only do these paper-based methods cost money due to the paper, but they also involve quite a bit of remedial administrative duties. This also interferes with productivity and adds additional overhead costs to pay employees to take care of these tasks.

Employees that spend their time doing these mundane tasks are wasting valuable time within the business that they could otherwise be using to add value to the business.

Electronic forms are a great way to automate workflows from start to finish and free up this time for the employees.

 

Ease of Use

Electronic forms are easy to set up, create, integrate and use. This is a big selling point, for both the business and the customers.

Allowing you to integrate eForms into any part of your business with little to no hassle, and providing an easy to use the system for your customers.

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How do Electronic Forms work?

We have touched on the topic of Electronic forms or “eForms” in one of our previous blog posts. We talked about what they are, how they can benefit you and what they can be used for.

However, you may still be unsure about how exactly electronic forms work, how you can use and implement them for your business and workflow processes.

How do electronic forms work?

 

How do Electronic Forms work?

Creator

Electronic forms are a very simple and user-friendly way to create, complete and process forms needed by a business.

Electronic forms allow the creator to compile a draft form in almost any word editor, with all the necessary field options that they require the filler to enter. This can be a simple field option, like their name and surname, a date field or a field for comments.

Once the draft has been completed, you can simply save it as a PDF, and upload it into your electronic form software (a single draft can be used multiple times, which can save you quite a bit of extra time).

With the draft in your eForm software, you can now start building your electronic form, adding the necessary field types to your document. When that is done, you can add recipients for the form, and send it out to be completed.

Another added benefit of electronic forms, is that they are embedded with time and date stamps for each part of their active workflow, to ensure they can be audited and remain untampered.

Submitter

The submitter will receive an email or link that contains the electronic form. They can then complete all the necessary fields, either on their computer or even using their mobile device.

When they are done, and the document is complete, it will then move to the next person in the workflow, or be returned to the creator for processing.

Processing

Processing electronic forms are far simpler than the standard paper-based methods. When the document is complete and returned to the creator, it is stored in a secure database, and contains all the embedded information, from each step of the workflow.

Since fields and field types are predetermined, and the document cannot be submitted without completing the necessary fields, there is less room for error. Making reviewing the document less time consuming and more accurate.

While the electronic forms are stored in a secure database, with the embedded time and date stamps for each step, this also ensures the validity of the form can remain intact for a longer period of time.


Conclusion

Electronic Forms are a very simple and user-friendly way of getting forms sent, completed, returned and processed digitally. They can save you quite an abundance in time, money and even effort, with less chance of errors, redos and incorrect filing. With electronic forms you can also track the date and time for each step of the workflow, to ensure nothing was missed and allow for thorough auditing when needed.

Machine Learning

What is Machine Learning also known as ML?

ML or as we call it ML is a subset of Artificial Intelligence (AI). ML uses algorithms in order to interpret data and information and provide a predictive outcome, without being explicitly programmed to do so.

AI and ML are often confused with one another, however, they have key differences. Where AI is designed to imitate the decision making of a human, based on instructions – ML is designed to learn from the data it is given to perform certain tasks or predict certain outcomes.

 

There are 3 types of Machine Learning:

 

 

 

 

 

3 Types
of
Machine Learning

 

 

 

 

 

 

Supervised ML – Supervised learning is a way to “teach” the machine by providing the algorithms with labelled training data, and defining the outputs you need. This allows the machine to classify and predict the data more accurately. This method is the most common form of ML and can be used to identify objects within a picture or identifying spam emails and moving them into a different folder than your inbox.

Unsupervised ML – Contrary to supervised learning, unsupervised learning used unlabeled data and unknown outcomes. With this method of learning, the machine is trained to look through the data sets in order to find clusters or anomalies within the data to create meaningful predictions or recommendations. This method is ideal for pattern recognition, online sales data for identifying the kinds of customers making purchases, and such.

Reinforcement ML – Reinforcement learning is similar to supervised learning, but the machine isn’t trained using data sets. Instead, the machine is taught through a trial and error model, and decides on the best course of action, based on either positive or negative feedback it receives. This method is best known for teaching a machine how to drive or to play a game.

Use Cases

There are many uses for ML today, especially with the access we have to big data (because the more data you provide to the machine, the better the output is). Some real-world applications for ML include Customer Relationship Management, Image Analysis and object detection, Speech Recognition, Self-Driving Cars, Fraud Detection, Computer Vision, Virtual Assistants, Chatbots, Medical Imaging and Diagnostics, and even Automated Stock Trading (among many more).

Machine Learning

Conclusion

Machine Learning is often used alongside Artificial Intelligence. It allows machines to “learn” based on the data it is given, performing tasks or predicting outcomes, without being explicitly programmed to do so. With 3 different methods to ML, there are many ways it can be utilised for your business, to improve the quality and use of big data, and accomplish things we as humans cannot.

 

Artificial Intelligence in Automation

What is Artificial Intelligence?

In its simplest form, Artificial Intelligence or AI is a field that combines computer programming and large data sets, to enable complex problem-solving. AI is the engineering of machines – mainly computer programs – to be “intelligent”. The goal of AI is to understand and mimic human intelligence, without the need to confine itself to biological barriers that we as humans have.

Artificial Intelligence in Automation

 

 

 

 

How does AI integrate with Automation?

 

 

 

 

 

 

As we briefly discussed in our previous post on Robotic Process Automation, AI shouldn’t be confused with RPA, or even automation on its own. Rather, AI can be incorporated with your automation, in order to achieve more complex methods of automation, this is better known as Intelligent Automation (IA) or Intelligent Process Automation (IPA).

Automation is designed in order to complete mundane or repetitive tasks, however, when you implement AI elements, such as machine learning or deep learning, you have a very powerful tool at your disposal. IA provides benefits from both the automation side – improved efficiency, accuracy, reliability, scalability and the AI side – insights, flexibility, ability to adapt and increased processing power.

Being able to combine your automated business processes with the AI capabilities such as Natural Language Processing (NLP), computer vision, facial/image recognition, allows you to utilise your automation, not only for completing simple repetitive tasks, but also delivering more personalised content, goods and services to customers, interpret and take action on data and analytics, change and adapt with business and market needs, and many other benefits

 

Conclusion

Artificial Intelligence is not to be confused with automation, but integrating AI elements into your automation processes can be a very useful and powerful tool. AI is designed to mimic human intelligence as closely as possible, adapting and learning as it goes along to better deliver and perform its purposes, and provide valuable insight to many business strategies.

 

Vacancy: Senior DevOps Engineer

The Basics


Industry
: IT – Software

Reports into:  IT Operations Manager

Location:  JHB Area, remote

Role typeContract – 12 months

About the Role

The Senior DevOps Engineer will be responsible to collaborate with software developers, system operators and other IT staff members to manage system and code releases. Cross and merge the barriers that exist between software development, testing and operations teams and keep existing platforms and applications 99.99% available.

What you will do:

The successful candidate will be required, but not limited to:

  • Build scalable, efficient cloud infrastructure solutions
  • Implement automation tools and frameworks (CI/CD pipelines)
  • Build, Manage and Support environments in Azure and AWS cloud 
  • Deploy updates and fixes via automated pipelines
  • Troubleshoot production issues and coordinate with the development team to streamline code deployment.
  • Evaluate existing applications and platforms, recommendation and implement alternative solutions for enhancing performance
  • Conduct systems tests and manage security, performance, and availability
  • Design, develop, and implement software integrations
  • Analyze code and communicate detailed reviews to development teams to ensure a marked improvement in applications and the timely completion of projects.
  • Develop and maintain design and troubleshooting documentation