Navigating Digital Transformation in IT: A Comprehensive Guide

For many companies and organizations, using tools with automation to help modernize legacy technology and lessen the burden on IT staff has been key to digital transformation success.

“It’s a three-legged stool,” said Deborah Rojas, Chief Information Officer for Charter Oak Financial, referring to the tenets of a successful digital transformation. “You can’t really have any of those legs longer or shorter than the others. Balance is important.”

When Charter Oak replaced its aging ticketing system with TeamDynamix, Rojas and her team knew they were addressing the “technology” and “processes” legs of the stool. The team didn’t fully realize how much of an impact the software would have on the “people” component as well.

Sharing the view from her seat, Rojas said, “The financial services sector ultimately wants to be on the bleeding edge of technology. If you don’t have a good way of handling project management, hearing the voice of your customers, quickly resolving customer issues, and staying inside the regulatory box, I think you’re at a big disadvantage.” 

TeamDynamix became the solution for Charter Oak, offering automated workflows and seamless integrations with enterprise software. “TeamDynamix is allowing us to innovate more than we’ve been able to in the past,” she said.

Rojas leads practice optimization efforts for Charter Oak, and TeamDynamix has allowed employees to realize the vision suggested in this name by redesigning and streamlining key business practices, which has led to greater employee engagement.

“What I’m finding interesting is the staff engagement,” Rojas observed. “We’re able to focus on culture by engaging and igniting the team because we’re focused on leveling up our internal processes. As we redesign processes, we collaborate, we learn together.”

With offices throughout the U.S., Charter Oak’s network of financial professionals helps clients with a variety of financial services.

“We’re lean and mean,” Rojas says. Her department supports the IT needs of 300+ financial professionals and nearly 200 other staff with only a handful of full-time employees.

With TeamDynamix, the practice optimization team has created a single point of contact for IT and other types of support: a “one-stop shop” for people to get help.

“We had a merger three years ago, and people are still trying to learn names, functions, and responsibilities,” Rojas says. “Seats changed, and responsibilities changed. So, we said, let’s just keep it simple and use one email address and one phone number. With that, we’re providing the simplest way that people can find an answer to their questions.”

Automated workflows help ensure that IT service tasks are completed in a timely manner, and Rojas and her team have full visibility into the status of service requests—as well as the data they need to measure the team’s effectiveness.

Besides improving the ticketing experience for users, Rojas’ team has also streamlined offboarding processes, and they’re now working on transforming onboarding and developing the knowledge base.

“When you think about bringing someone into an organization, there’s so much that needs to be done,” Rojas says. “We want to help that person feel welcomed into our organization, understand the entire platform and who to talk to. We need to think bigger and bolder and then have some consistent way to deliver that experience, and TeamDynamix lines up well for that.”

Digital transformation in IT isn’t just about technology, as Charter Oak Financial has demonstrated; it’s about reimagining business models and processes for the digital age. As we’ve explored, the journey involves understanding the drivers, implementing strategic changes and overcoming various challenges. Embracing this change is not optional but essential for businesses seeking to thrive in today’s digital economy.