FeatureMost organisations have already restructured their operations to adapt to the situation during the pandemic as well as the post-Covid era. Remote working and the technologies that come with it allow them to significantly improve their business operations model and to provide a more customer-focused service.
Digital transformation is a building block towards the reduction of carbon footprint and long-term sustainability
In my opinion, the most definitive change was the reduction in travel, be it local travel to meetings or global travel. While most organisations have adapted to the changes brought about by the pandemic, we see that many of them have retained remote working as it reduces operational costs and transportation and travel for its employees and the company.
From a customer perspective, the major change was the shift to using digital services, be it for consumption or CRM services. Looking back, we can see more digitised and accelerated business models on all fronts – whether from the employee, customer, or company perspective.
The most important step would be reassessing all technologies services and processes that allow a combined operating model
Support services for example, can be more and more aggregated to remote centres to reduce cost on services and bring more efficiency and savings to end user.
Typically, in implementing digital transformation, organisations are accustomed to having engineers, designers, user experience and software developers working in house. Now they are accepting these services to be delivered remotely, thus improving the efficiency of remote centres.
If the pandemic has taught us anything it is to be always prepared
Inside regional enterprises, contactless technologies and paperless transactions are getting prioritised. It is a major shift and will continue to increase. Additionally, we have witnessed the shift towards customer centric services that can be delivered remotely has been the highlight since the pandemic.
The most important step would be reassessing all technologies services and processes that allow a combined operating model- working remotely and face to face. This hybrid type of approach is one element. If the pandemic has taught us anything it is to be always prepared. It has pushed us to regularly review any challenges we might face.
We have witnessed shift towards customer centric services that can be delivered remotely that has been the highlight since the pandemic
Digital transformation is a building block towards the reduction of carbon footprint and long-term sustainability. We can see that all the tools we are using are helping organisations achieve this goal. From paperless services to fleet monitoring and route optimisation and decrease in drive time has helped in reducing carbon footprint and promoting sustainability.
