The 4 Layers of Digital Transformation

 

A Digital Layer Cake

Digital transformation has taken on many different meanings these days, and a common concern is that digital transformation is a massive undertaking and a heavy lift across any organization. However, digital transformation does not have to be an insurmountable undertaking. With the right plan and partners in place, digital transformation can be a piece of cake.

So, how does a business jump in to move along their digital transformation journey? How will a digital transformation strategy reduce costs, improve customer retention, and integrate disparate hubs of customer interactions? First, it’s important to understand that this is both a business decision as well as an IT decision.

Cask can assess and address an individual business or organizational need quickly based on our years of business experience. We can help guide management teams with our knowledge of technical and business best practices, pitfalls, and options available in your digital journey.

Instead of applying a canned, one-size-fits-all approach, Cask teams listen, ask questions, and observe, to craft a solution best fit for your business.

The Digital Transformation journey with Cask is a logical, stepwise path that moves at the pace best matched to your specific company. We build layers of functionality based on what will add the most value back into your business quickly.

Using real-world experience, Cask will implement a streamlined framework of technology to allow your business to start using ServiceNow quickly. As your team becomes more familiar with the capabilities and Cask becomes more familiar with your processes, we’ll progress to the next layer of software, potentially including workflow automation and guiding the process if that is the most logical next step. Simply put, our team will provide a recommended maturity roadmap for your team – based on where your company is and where you want it to go.

The Cask CSM Maturity Model consists of four steps: customer service, customer experience, operational excellence, and business transformation. Click To Tweet

Working with Cask, your team will first become more efficient. Execution of customer service will be more consistent, transparent, and measurable. Your team will benefit from this improved consistency as resources can be redeployed to focus on customer channel options such as chat, virtual agents, and self-service (Tier 0). This provides an improved customer experience, allowing your customers a choice of communication methods.

Operational excellence relies on high visibility into metrics to generate data-based decisions. This allows the organization to look at the impact non-customer-facing organizations have. Examples of upstream impacting activities include manufacturing, supply chain, sales, accounting, and logistics.

Additionally, acting on data-informed decisions will align and streamline the experience across your organization, providing insight to help achieve operational excellence.

Our solution allows employees to spend less time on repetitive, low-level tasks and focus instead on finding better ways to improve the business. As the employees begin to share common data, common reports, and reference common knowledge sources, the cycle of momentum improves across departments for a fully realized digital effort.

With Cask on your team, digital transformation doesn’t need to be a long, complex exercise to achieve results. Together, we can quickly guide your company through the process to help you achieve profitable transformation; transferring knowledge to your employees, who will be empowered to continue the journey.

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