Since the start of the global pandemic, businesses across the world have been using technology to adapt and change how they do things. Our customers are now at home. In fact, we’re all at home! The products and services we need and want have changed and how we can access those products and services has also changed. We all need to adapt and go to where our customers are.
In this remote world, digitisation is the key to success, but how far should you and how far do you need to go?
Part digitisation occurred relatively quickly for many organisations in the early months of the pandemic to replace the vital bits of their business or to adapt their offering in order to survive. Museums, galleries and theatres are now hosting live talks, as well as taking their collections and productions on line in a bid to encourage some revenue stream whilst their doors remain closed. Pubs and restaurants pivoted to provide online tasting classes in gin, wine, whisky and cheese alongside a take away service. Travel companies are offering virtual tours to different locations to engage with their customers, showcase their knowledge and services, all with the aim of remaining top of mind for when booking exciting holidays is possible again.
Mid last year, we worked with Trinity and Pembroke colleges to develop a virtual alternative to their open days. But with another year of restrictions ahead are more organisations digitising more of their offerings and processes? We’re currently in discussion with 2 other Oxford colleges who want to go 100% digital. Paper processes would no longer exist, and all processes would exist completely online. This is a big (and exciting) step and requires some serious thinking through. In the case of replacing a paper process, an online form needs to be attached to a workflow system in order for the form to be processed and an action taken. The action will inevitably need to tie into other workflows and sources of information. Through the whole process, security and access controls need to be in place (and kept up to date) to ensure that the right people can see the right bits of information at the right stage.
Complete digitisation can be a brilliant way to survive and indeed thrive. If done properly, it can open up new customer acquisition opportunities, increase internal efficiencies and provide a new world of analysis which will help feed into the cycle of future business development.
For some organisations such a radical step may be vital for them to stay relevant in this new world. For others, part digitisation may be enough for now….
Where are you at? Did you launch a digital offering during the early months of the pandemic? Is it working for you? Does it need refining? Are there other parts of your business that are still very much physical which would benefit from becoming virtual? These are all questions worth considering as we start a new year remotely.