According to Gartner, digital transformation refers to anything from IT modernization to digital optimization, to the invention of new digital business models.
For many, digital transformation refers to the integration of digital technology into all areas of a business or organization, resulting in fundamental changes to how the organization operates and delivers value to its customers. The benefits of digital transformation for businesses and organizations are numerous, including:
- Improved efficiency: Digital transformation can automate repetitive and time-consuming tasks, allowing employees to focus on more value-added work.
- Enhanced customer experience: Digital tools and platforms can be used to provide more personalized and engaging experiences for customers, resulting in increased loyalty and satisfaction.
- Increased agility: Digital transformation can enable organizations to respond more quickly to changing market conditions and customer needs, allowing them to remain competitive in a rapidly changing landscape.
- Cost savings: By streamlining processes and reducing inefficiencies, digital transformation can help businesses save money on operational costs.
- Data-driven decision-making: Digital transformation can provide access to real-time data and analytics, enabling organizations to make more informed and strategic decisions.
“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.”