There is immense pressure on businesses to transform digitally as the answer to staying competitive, but in practice it’s more complicated. At Telin, we’ve had a first hand seat to both successful and failed digital transformations. Here are four major factors that winning transformations have in common.
1. People
Many businesses make the mistake of thinking that digital transformation just means giving your workers digital tools, but providing your workers with new technology will not magically digitally transform your business. You need to fundamentally change the mindset and way of working in order to drive innovation.
At Telin, we have successfully shifted our culture towards digital transformation by implementing agile working processes, and by consciously creating innovation channels such as cross-functional team business idea competitions. By recognising the value of innovation and encouraging employees to drive disruption, Telin has accelerated our digital transformation from top to bottom.
2. Customer Experience
Today’s end customers are more demanding than ever. They expect businesses to respond promptly on their preferred channel, with 24/7 availability.
According to a survey conducted by Fullstory of 1,500 respondents in 2021, 83% of respondents said that speed is the critical factor in good digital experiences for customers. 75% of customers also expect companies to use the latest technology to create better experiences. Failure to do so can result in lost sales and even permanent loss of customers
To help businesses cope, Telin launched a Communications-Platform-as-a-Service (CPaaS) solution called NeuAPIX. NeuAPIX is designed to handle all digital customer touch points 24/7, enabling businesses to monitor omni-channel conversations all in one dashboard.
Most queries are answered using AI-powered chatbots, but with the ability to seamlessly bring in human agents for complex queries. NeuAPIX is also able to analyse conversations to help define the customer type and how best to serve them. By doing this, NeuAPIX has been able to boost end customer satisfaction for businesses.
3. Operations
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Digital operations require infrastructure investment to succeed. Networking, data storage and security all need to be beefed up. Depending on the way that your business is set up, additional elements may need to be factored in, for example upgrading of legacy infrastructure or mechanisms for secure remote networking.
In order to make the process easier for clients, Telin offers comprehensive infrastructure offerings, from which businesses can put together a bundled package of their needs. Our offerings range from SD-WAN to secure cloud connectivity through Telin Cloud eXchange (TCX), and a choice of more than 19 Tier II to Tier IV Data Centers located throughout Asia, plus much more.
4. Business Model
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Consider how digital technology can help change your business strategy for the better. For example, Telin’s NeuTrafiX virtual interchange platform has enabled carriers, operators and wholesalers to digitalize the formerly manual interconnect process, thereby improving the margin structure of the Voice, SMS and wholesale trading industry. Another example is how improved IoT cold storage monitoring solutions from Telin has enabled businesses to send perishable goods farther, secure in the knowledge that Telin’s platform provides monitoring transparency.
Done right, digital technology adoption delivers
Interested in learning how to think more effectively about your technological adoption? The team at Telin is ready to chat and see how we can help. As context, we’ve helped hundreds of major businesses transform their operations through digital technology in Asia Pacific and beyond, in line with Telin's commitment to accelerate the digital transformation in the Indo-Pacific region for leading next-generation business enterprises. While we are at this, we would love to hear about your experience with your company’s digital transformation. Simply send us an email telling us about it, with the subject Our Company's Digital Transformation to marketing@telin.net.