Digital Transformation. It’s more than just a buzzword. And for businesses that have begun their Digital Transformation, they will soon realise it’s essential to deconstruct it down into smaller accomplishable projects.
It’s a series of projects within a never-ending journey of constant evolution and innovation. That’s why roadmapping Digital Transformation is vital to ensuring success and avoiding scope creep from one project to the next. There are many methodologies out there that are effective, but we’ve developed one that can be applied universally to all projects, no matter their size or timescale.
Recently our client, one of the UK’s largest housing providers commenced their Digital Transformation agenda with us, by implementing a resilient Mitel contact centre. The solution is part of a project to introduce more innovative methods of communicating with tenants, including text messages and Web Real Time Communications (WebRTC). Whilst also transforming the company’s internal communications. Staff telephone availability is now clear, back office staff can be brought onto customer calls and collaboration is simplified, plus Instant Messaging (IM) bolsters productivity and reduces emails. Helping the business not only build a contact centre of the future, but also drastically improve communications and productivity across the entire business.
Roadmapping with the Five Point Plan
Using our Five Point plan methodology, we’ve been able to tailor our client’s transformation to their specific requirements. The Five D’s to a successful Digital Transformation project makes sure their project is delivered: on time, on budget and more than meets expectations.
The discovery stage enables us to find out what your organisation wants to achieve. Knowing your objectives means that we’re able to tailor a Digital Transformation project that’s specific to your business requirements.
Our client’s old contact centre was clunky, costly and the technology was not future-proof. They needed to evolve their communications to maximise flexibility so that they could speak with their tenants through the channels they wanted to be communicated with; such as text messaging. Plus improving the productivity and collaboration of staff across the organisation.
After discovering your objectives, we demonstrate technology solutions that solve your businesses pain points and achieve your objectives, as outlined in the discovery stage.
We ensure that our solution tackles every angle of what you want to achieve. The client in question were at this stage for 8 months, consisting of several phases and iterations to ensure we had covered what they needed down to a tee.
Once we’ve demonstrated what’s possible, we work on the fully packaged, integrated solution that’s the answer to your objectives. For our client, this meant a solution that is a multimedia contact centre, with call recording, call logging, and a text messaging service. To give their customers’ choice in how they communicate with them and be able to reach them through the channels they wanted to communicate through.
In this stage the project approach is fully scoped out, along with the finer details. This ensures that the project stays on track and there are no loose ends.
The exciting bit. We’ll deliver your project, in accordance with PRINCE2 project management best practices of course. For our client it was vital to them that we delivered their project before Christmas. Once in motion, we closely monitor projects to ensure that it’s a smooth process from start to finish.
And it doesn’t stop there. Once your project has been delivered, we continue to review and improve. By working closely in partnership, looking at the mid to long term, this means we can ensure your business has the best solution on the market, with the latest technologies.
For our client this means they have been able to plan where they want to go next in their transformation journey and they know how we can help them iterate and improve this particular project.