Top Five Reasons Government Should Fully Adopt a Digital Strategy
As humans, we naturally resist big change. At the same time, we intuitively know the importance of having to adapt when things aren’t going well.
At first, we try to troubleshoot the problem and implement new ways of doing a task that maybe takes longer than it should or has more checkpoints than it needs.
The next step in resistance is blame. If things aren’t working the way you want, it’s got to be the way your organisation is set up or your processes don’t make sense – something we can point to for blame. Eventually we come this inevitable conclusion: the technology is old, outdated, and meant for the green screen life that the world definitely doesn’t live in anymore.
Ding ding ding! Legacy technology systems bog down processes. These systems cannot integrate with the advanced technology like web portals or chatbots. And they most certainly do NOT make your life easier.
For Government organisations, this is especially true. Paper-based, error prone processes are all too often the norm within this industry. Many have very old technology in place, and a few have nothing at all.
A digital transformation might sound like too much to take on – even a little scary. But the benefits that follow are transformative! Here are just five of the many reasons adopting a digital strategy is needed:
1. Organisational Agility
When you have modern solutions, you can create small, easy-to-deploy apps that streamline simple workloads in a digital way without the need for hundreds of spreadsheets. If there are gaps in the technology you use, you can troubleshoot with advanced, meaningful apps that fix the problem, not prolong it.
When you’re out in your city, interacting with your community, you need insight to help you better engage and problem solve quickly. An end-to-end solution can connect mobile employees with the office, reducing manual steps and double handling in the process.
Government is definitely known for its processes, but most of them are long and drawn out, impeding how productive government employees can be. Modernised technology can help standardise business processes to implement best-practice approaches in every interaction.
Open the lines of communication with citizens from every angle and device through the use of self-service customer portals and more.
If you feel like you’re blaming your technology stack on a daily basis, it may be time to consider a more modern, digital solution. For LRG entities, we provide digital transformation that streamlines citizen engagement, improves city-wide asset maintenance and breaks down data silos that hold government departments back. PowerObjects is a leader in delivering Microsoft Business Applications solutions and Dynamics 365 workloads through unparalleled offerings of service, support, education and add-ons. This powerful platform combined with our unique implementation approach sets the stage for LRG entities to meet citizen expectations using self-service portals, while streamlining operations and reporting for government-run programmes and services.
Achieving Operational Excellence in the Oil and Gas Industry
Oil and gas companies are constantly shifting and scaling in response to a volatile market, and they’re dealing with this volatility on a global scale. At a time when the competitive landscape is broader than ever due to emerging renewable and sustainable energies, maintaining a return on capital has never been so critical. However, jeopardizing profitability is the plethora of industry challenges that oil and gas companies routinely face, including:
Unforeseen breakdowns that disrupt operations
High maintenance costs due to repeat service visits
Lack of global view of service issues
Lack of insight into potential product deficiencies
Limited capabilities to manage scheduling of service techs
Siloed information between sales and service
Adapting the business to global expansion
Disparate systems between field workers and the back office
These challenges – and so many others facing organizations in the Oil and Gas industry – can be succinctly summarized as a basic lack of operational excellence. In fact, with so many unique challenges facing these organizations, it feels reasonable to question whether true operational excellence is even attainable. Rest assured, it is.
The path to operational excellence starts with organizational modernization. Across industries, modernizing field service operations drives better results, optimizes resources, and increases profitability. With the right technology infrastructure in place, oil and gas organizations – despite typically being large, segmented, and fraught with complicated processes – can enjoy significant enhancements to all internal processes. In other words, organizations can achieve operational excellence in the following three areas:
Mobility and Real-Time Access
Improving customer interactions
With access to knowledge and customer history, organizations see a 13-17% increase in customer satisfaction.
Organizations whose field techs are fully mobile and connected to the back office enjoy a 25% increase in technician productivity.
Improvements to first-time fix rates and reductions in inventory leakage translate to a 12-16% cost reduction.
So, what is the right technology solution? That’s easy: A digital transformation with Microsoft Dynamics 365 delivers the mobility and connectivity necessary for oil and gas companies to effectively manage and schedule resources worldwide, collaborate across departments, improve customer service, and make data-driven decisions that keep costs low. But don’t take our word for it – you can read or watch to learn about the success enjoyed by U.S.-based oil giant NOV following their transformation using Dynamics 365.
Operational excellence is right around the corner – we’ll see you there!
D365 In Focus: Digital Transformation For The Public Sector [VIDEO]
In today's D365 In Focus video, Jon talks about the ways Microsoft Dynamics 365 is being used to address trends that are affecting public sectors today - including digital engagement, machine learning, self-service, and improved data security. Check it out!
The ABCs of Effective Communication with Microsoft Solutions
It's an elementary principle that to thrive in business you must evolve and adapt as technology and customer expectations evolve. Digital transformation is a key focus for companies as they start to address pain points across business processes.
The first step is understanding your audience – who are your vital assets and how do they interact with your organization?
Customers and prospects alike want to be acknowledged and appreciated. With a solution like Microsoft Dynamics 365, your organization can create and automate campaigns to communicate special events, or new services through channels your audience best receives information, whether it is email, text messages or newsletters. Eliminating manual business processes allows your team to spend time focusing more on efficiently managing the customer experience.
As organizations across all industries continue to grow and evolve, balancing interactions, deadlines and communication channels can be a timely (aka costly) and cumbersome process. Dynamics 365 offers business process flows and native integrations with Outlook and Social Engagement to enable your teams to track and balance everything from early prospect social interactions to customer emails and appointments.
For example, Microsoft's Social Engagement analyzes interactions with your organization's social media channels and presents insights into the types of engagement your audience is having. These insights can then live as reports on system dashboards within Dynamics 365.
Another great feature of Dynamics 365 is the ability to create Follow Up Tasks to balance your employees' time, but additionally, the tasks can two-way sync with a user's devices so they are sure to complete specific tasks.
One key to successful interactions with your audience is to have full visibility into previous communications and information, eliminating the need for your contact to have to repeat the same information numerous times. Having a 360-degree view of any contact at any time ensures conversations, activities or relevant information are noted, regardless of who at the organization had the interaction. Dynamics 365 provides a single platform to house relevant information while providing visibility across the organization.
Dynamics 365 is also a great tool to store files the customer may share, and it integrates with OneNote so you're able to take notes and organize within the OneNote notebook, which automatically syncs back.
Leveraging solutions from the Microsoft stack will enable your organization to communicate efficiently and effectively with your customers and prospects, and be the springboard for your digital transformation journey!
It's no secret companies are (and must) digitally transforming to stay engaged with customers, grow sales pipeline and overall business, and manage and support internal resources. So, where does an organization start on their digital transformation journey?
The first step for many companies is to reflect on its limitations and shortcomings of current business processes. With these identified concerns, a business can begin tackling its pain points, but to truly transform digitally, employees need to embrace solutions that focus on connecting all the pieces and assets that keeps an organization running.
Aligning with a platform, such as Dynamics 365, Office 365 and other Microsoft solutions, organizations can begin to optimize and automate processes, increase productivity and collaboration, and expand and sustain growth.
Learn how different elements of Dynamics 365, Office 365 and other Microsoft solutions can transform your organization – check out the eBook from PowerObjects here!
Happy Dynamics 365'ing!
Your Travel and Hospitality Reading List for Spring Break
Spring is almost here! Which means spring break is right around the corner. If you're hitting the beach for some well-deserved R&R, check out these eBooks and whitepapers from PowerObjects about digital transformation, trends in the travel and hospitality industry, and more.
In the age of the customer, the ultimate goal is to understand customers and give them the innovative experiences they want. For travel brands, the guest experience has never been so important. This is why the underlying trend for travel and hospitality needs to be making sure that any evolution in the customer journey is a positive one. Travel companies need to push the boundaries and adopt next-generation digital thinking, practices, and technical solutions.
Reclaim Direct, Profitable Relationships with Customers: A Special Report Brought to You by One Connected Community, Microsoft and PowerObjects
As innovative business models and mobile devices continue to disrupt and shape the way customers travel, one thing is clear – customer experience matters more than ever. In the age of the customer, the goal is to understand customers, give them the experiences they want and keep those experiences consistent across all touch points.
It's an exciting time for the travel industry, but there are significant challenges associated with the innovation behind engaging customers across the entire journey. This whitepaper is the perfect resource to get organizations talking about these challenges.
To win in the customer-centric world and reclaim direct profitable relationships with customers, travel brands need to push the boundaries and adopt next-generation digital thinking, practices, and technical solutions. They need to move away from a traditional product approach, to a customer journey approach – it's no longer about selling a room or a flight, but selling a personal service. READ THE EBOOK.
Travel and Hospitality in the Age of the Customer: A Special Report Brought to You by One Connected Community, Microsoft and PowerObjects
Travel brands that invest in creating innovative customer experiences will gain the upper-hand by showing a genuine understanding and interest of customers' needs, wants, and desires. World-class customer experiences will be the defining trait of travel companies that thrive in coming years.
The underlying trend is to make sure that any evolution in the customer journey is a positive one. But to create distinctive customer experiences, travel companies need to push the boundaries and adopt next-generation digital thinking, practices, and technical solutions.
In this eBook, we explore eight core areas for all stakeholders looking to improve customer engagement in 2017, including interviews with Scott Crawford, VP ecommerce, Expedia and Lennart De Jong, CCO, CitizenM Hotels. READ THE EBOOK.
We hope you enjoy! Happy D365'ing!
5 Things We Learned at the Digital Transformation for the Modern Manufacturer Round Table
On February 15, PowerObjects met with industry professionals in the Bay Area to discuss the latest in business trends and innovative solutions. We acknowledged challenges in the industry today and explored how companies rise to the challenge to stay connected with customers and employees. Below are the five things we learned:
1. Customer Experience
It's no secret that customers today are forcing companies to re-evaluate customer experience strategies. To thrive in today's economy, successful businesses are re-focusing on superior service through an Omni-channel approach, including self-service capabilities, and empowering agents to surpass standard service levels and have informed and productive interactions with customers.
2. LinkedIn Sales Navigator
Companies are leveraging tools like LinkedIn Sales Navigator with Dynamics 365 for Sales to develop and cultivate customer relationships. LinkedIn Sales Navigator seamlessly integrates with Dynamics 365 and Office 365 to manage and analyze existing relationships while identifying potential opportunities. Watch our LinkedIn Sales Navigator video here to learn more!
3. Artificial Intelligence (External)
Imagine your company taking a proactive approach to issues, instead of a reactive one. What if you reached out to a customer about correcting product failure before they even knew there was a problem? Artificial intelligence and Connected Field Services are giving companies a chance to predict and analyze products and services, and increase the overall customer experience.
4. Artificial Intelligence (Internal)
AI tools are reshaping the industry, both externally and internally. Tools like Customer Insights provide customer data in real-time with visibility to departments across the company. This allows these businesses to make better data-driven decisions. For example, AI tools deployed on a website or app can observe, learn, analyze and predict prospect behaviors for a sales team to focus effectively on leads based on these AI analytics.
5. Change Management
We learned that change management is not the easiest for companies to define yet one of the biggest challenges they face. It is important for companies to recognize change management is the people side of change. Even the best software implementations can fail if the change management plan is not well thought out (or not thought about at all – yikes). Addressing the impact to employee users helps companies get the most out of their digital transformation investment. PowerObjects employs change practitioners and certified trainers to guide users through Dynamics 365 for an overall successful transition.
Digitizing Your Travel and Hospitality Business for Your Customers
In the age of digital transformation, most organizations know that in order to keep up with their customer demands and expectations, they need to embrace change, especially when it comes to technology. By putting the customer center stage in your business strategy, you'll be able to successfully scale for long-term profit growth in 2018.
Organizations that are resistant to the wave of digital transformation available for their industry are often left behind. "Challenger brands, often unencumbered by legacy systems and processes, are gaining on their larger competitors by offering straightforward, personal, seamless, and quick service experience," said Jo Causon, chief executive of the Institute of Customer Service.* This shouldn't be bad news for organizations who have not yet made the transition.
There are a lot of considerations businesses take before they tackle digital transformation. For most of those organizations, the business objectives they set for themselves often look like the following:
Develop a customer-centric business that competes in the digital age
Understand how to leverage data to curate customer experiences and engage customers around key moments
How to create personalized interactions with your customer at every stage of the travel life cycle (effective and relevant messaging to the right person at the right place and right time)
Provide a contextual and personal experience for customers across all devices
Learn how to ensure compliance and deliver a truly personalized data-relationship with your customer that drives revenue
But once you know the goals, how do you get there? Join PowerObjects and One Connected Community for a webinar roundtable event on how to harness new technologies, data, and personalization to create a Digital Experience so good it inspires phenomenal customer loyalty. In this industry-led webinar, guest speakers from leading travel stakeholders will address how to master a truly personalized data-relationship with your customer that drives profitability. Featuring Dynamics 365 solution specialists from PowerObjects, thought leadership from One Connected Community, and special guests Peter Pinosa, Head of Guest Services, Rosewood Hotels and Dan Dickinson, Head of Information technology, SACO: The Serviced Apartment Company.