Digital Transformation Success Story: Facilities Management Organisation
Project Findings: Analysis of 5,000 Emails in One Month
- Majority of queries required over 10 emails for resolution; one department averaged 32 emails per resolution involving three different parties.
- Job status updates were the most common topic.
- Many requests were misrouted and needed forwarding to the correct department.
Outcomes:
- Improved email handling by highlighting actionable emails and passing through non-actionable ones.
- Initiated integration to auto-update customers on work order status.
- Redesigned email handling process.
- Identified business processes that needed enforcement.
Key Drivers and Technologies of Digital Transformation:
- Cloud Computing
- Artificial Intelligence & Automation
- Internet Of Things (IOT)
- Blockchain
- Augmented & Virtual Reality
7 Business Benefits of Digital Transformation
Improved Efficiency
Digital tools enhance workflows, automate routine tasks, and deliver real-time insights, allowing employees to focus on more strategic activities and greatly improve productivity. By refining processes, businesses can remove operational bottlenecks, increase efficiency, and achieve more seamless and effective operations.
Enhanced Customer Experience
Digital business transformation empowers you to foster strong customer relationships, boosting loyalty and satisfaction. By utilising data and insights from various customer feedback channels, companies can predict customer needs and deliver personalised solutions, thereby enhancing the overall customer experience.
Data-Driven Decision Making
Digital technology provides businesses with critical data that supports informed decision-making. Utilising analytics and real-time insights, companies can base strategic and operational decisions on concrete evidence rather than intuition, resulting in more precise evaluations and enhanced overall performance.
Cost Savings
Adopting digital technologies streamlines operations, reduces the need for manual intervention, and boosts efficiency, leading to considerable cost savings. Tools such as automation and cloud computing enhance resource utilisation, cut down on operational expenses, and allow organisations to allocate resources more strategically, thereby improving financial health.
Competitive Advantage
The right technology can give businesses a competitive advantage by driving innovation and agility. Organisations that adopt new technologies can quickly adapt to market changes, enhance customer experiences, and maintain a lead over competitors. By keeping pace with industry trends, businesses can differentiate themselves, attract more customers, and secure a strong position within their markets.
Risk Management
Digital business transformation equips organisations with the necessary tools to effectively identify, evaluate, and manage risks. Enhanced cybersecurity practices, robust data encryption, and resilient IT infrastructures help safeguard businesses against cyber threats. Additionally, digital technologies enable real-time monitoring and analysis, supporting proactive risk management strategies and reducing vulnerabilities.
Employee Empowerment
Digital enablement empowers employees by offering advanced tools and technologies that improve collaboration, communication, and productivity. Cloud-based platforms, mobile apps, and virtual work environments enable flexible working conditions, fostering a culture of innovation and continuous learning. This leads to higher job satisfaction and greater employee engagement.
Analytics Intelligent (AI) Engine
Gain an enhanced and transparent analytics suite around your customers journey, pain points and brand sentiment.
INBOX
Manage all incoming and outgoing digital communications in one simple dashboard, across multiple channels.
REVIEWS
Knowing your customers has never been more vital.
BIZIBOT
A chatbot that's designed to be on the front line with your customer service agents to support the customer service strategy.
Britannic has been delivering analytical projects across various sectors, enhancing knowledge of communication topics, boosting response efficiency, and optimising next best actions. Our digital transformation solutions lead to better automation, deflection, and a deeper understanding of customer journey pinch points and brand sentiment.
Our approach involves analysing all text-based data, call recordings, and speech-to-text data through our advanced analytics platform. We present topic data back to you, allowing you to delve deeper into relationships and causes with your unique company knowledge.
Key benefits include prioritising topics within a single communication stream and linking results to our Flows engine for next best actions. These actions could include routing to specific teams, updating back-office systems, initiating self-service, or changing the communication channel.
Digital Transformation Business Example: Financial Industry Use AI to Understand Who Their Customers Are
The financial industry is awash with untapped data that could drive intelligent strategic decisions. Understanding why customers contact you and what challenges they face is crucial. Without this knowledge, you risk losing customers to competitors.
Explore your customer interactions to uncover valuable insights and identify areas for improvement. AI interaction analytics offers a comprehensive 360° view of your digital interactions, analysing key trends and patterns. This enables you to make strategic business decisions that save money, boost efficiency, enhance customer service, and increase margins.
Discover the Full Potential of AI Interaction Analytics in Our Blog
Digital Business Transformation Example: Streamline Customer Enquiries with INBOX at Mercury Holidays
Mercury Holidays manages thousands of digital interactions with INBOX. Our solution helped streamline their customer enquiries through categorised, automated, and prioritised responses. Uncover how this award-winning holiday and escorted tours company enhanced their customer service by exploring the full case study.
Mercury Holidays Case Study
Email, The New Business Enabler
Integrating AI, automation, and email orchestration saves businesses time and money by streamlining operations. It unifies systems and communications, reducing agent email time by 20% and manual workflows by 40%, as shown by major brands. This goes beyond traditional email management to optimise processes efficiently. Want to see how email orchestration and email management software can help your business?
Download Our Email Automation White Paper
Core Capabilities and Functionality
- Automate post-interaction surveys
- Dynamic questions
- Phone system agnostic
- Low review flagging and routing
- Consistent with your brand
- Flexible delivery
- Real-time customer feedback dashboards
Britannic's Intelligent Managed Services
Our "Intelligent" Managed Service goes beyond standard managed services by providing valuable insights across your IT and communications environments. This innovative approach drives growth and innovation, not just daily IT management.
We aim to be your essential partner in achieving business success. Our transparent, consultative, and proactive approach ensures robust, tailored IT and communications solutions. Enjoy predictable costs, improved productivity, scalability, expert access, and risk mitigation, allowing you to focus on your core business.
Key Benefits Include:
- Removes the burden from you for day-to-day transactional activities such as Adds, Moves, Changes and Deletions.
- Performance reporting and trend analysis to boost planning and efficiency
- Healing your business optimise call routing and workflows based on SIP usage insights
- Providing high level Contact centre analytics to improve customer experience
- System Monitoring to proactively resolve and remedy issues
- Delivers predictable costs and reduced overhead
- Gain access to our expert skills and support
Business Digital Transformation FAQ
Lets Digital Transform Your Business For the Better
Our solutions can improve employee efficiency and create a better experience for your customers. Get in touch now.
