The ‘New Normal’ of COVID-19 has sparked an urgency for organizations of all sizes and within all industries to change the way they work, and that is not limited to the adoption of online video conferencing … Business Continuity and Resilience has to be addressed through a new holistic approach of Digital Process Automation (DPA), which incorporates a Digital Workforce to accelerate Digital Transformation through addressing the Dimensions of Operational Efficiency and Customer Experience, delivering streamlined and seamless Customer Journeys
As we contemplate the challenges and obstacles we need to overcome in a post COVID-19 world, in our quest to accelerate and sustain Digital Transformation, it is worth acknowledging that the swiftness of the pandemic, at its ‘birth stages’, has caught everyone off-guard, and has exposed significant in-efficiencies in how organizations orchestrate and govern their business processes, as well as customer journeys
What does it really mean to be digitally transformed? The greatest challenge for organizations in a post COVID-19 era, is to accelerate Digital Transformation through the lens of two essential dimensions that need to be improved continuously: Operational Efficiency and Improved Customer Experience
Addressing both dimensions continuously, at a rapid pace and through a virtuous cycle is very challenging, unless organizations embrace two concepts in parallel:
- Robotic Process Automation (RPA) to address the tactical ‘Quick wins’ required for operational efficiency
- Digital Process Automation (DPA) to enhance customer experience, through optimizing and automating business processes, using an ‘Outside-In’ approach
The combination of RPA and DPA through a unified platform, provides the essential ingredients for organizations to be ‘Future Proofed’ , addressing the entire customer journey, seamlessly across all Digital Channels within an ‘Omni Channel Approach’ (Portal, Mobile, Chatbots, email, call center etc….), having DPA as the main gate-keeper and orchestrator of your organization’s mission critical business processes, while bots and digital workers significantly enhance efficiency, eliminate errors and place a foundation for a cultural change that democratizes automation, through citizen developers
Together, DPA and RPA provide the following elements of a future proofed organization
- Efficiency, lower operational costs, while being innovative
- Significantly enhanced Customer Experience
- Modular and Agile Business Architecture
- Embracing Data as a Strategic Asset
- Embracing AI infused throughout Digital Platforms
- Embracing Low Code Development
- Becoming Ecosystems ready
To accelerate digital transformation successfully, you must rethink your processes around the outcomes customers seek and the experiences they demand, then plug in the tasks and automations (Digital Workers and Bots) you need to deliver those journeys. A combined DPA and RPA strategy will help you address the forward needs of your business in more fundamental ways, utilizing ‘outside- in’ thinking to reimagine and digitize end-to-end processes so they truly meet the needs of modern customers and markets.
Enterprises must combine the promise of emerging technologies, like AI and RPA, with DPA that is based on a proven business process management (BPM) and case management foundation, to deliver results at scale. They must embrace Agile methods and design thinking while leveraging low-code approaches to bring business and IT together
CompTechCo provides world class consultancy, software and professional services, in order to help organizations smartly accelerate their Digital Transformation journeys, in a post pandemic world.
Interested? Please visit us for a Consultation!