Does size matter in digital transformation success?

digital transformation

It does – but only in determining which tactics are the best next steps in your digital strategy.

When we talk about digital transformation and say things like “technology is moving at a pace that is unprecedented,” and “this digital marketplace is creating opportunities to transform your business — everywhere you look,” what do we actually mean by that?

Well, let’s take a look at something nearly every person in our modern world loves. Pizza. In an early 2018 article, Forbes outlined the Domino’s Pizza story as a great example of how digital transformation leads to business value.

“It’s well known that Domino’s had both an image and a sales problem in the middle of the 2000s,” the article states.

Around the time its stock price hit at an all-time low at $3.00 per share in 2008, Domino’s looked to both improve the quality of its products and the customer experience it delivered. This included enabling customers to place an order from wherever they are, with the technology they prefer to use.

“Today, customers can order through Apple TV, Google Home, Amazon Echo, Ford Sync, SMS, Samsung Smart TVs, smartwatches, an in-app voice assistant, and other emerging platforms, as well as via Tweets, Slack and Facebook messenger,” says Forbes.

And today, Dominos’ stock price is around $247.00 per share. By understanding what its customers needed, and using digital technology to respond, Domino’s transformed the way it does business.

Different stages of digital maturity mean different opportunities for transformation

But what if your organization is not yet at the place where from the top down, there is a unified understanding of — and support for — what digital transformation can do for the organization and those it serves?

Transformation can still happen. Because it is by definition, an incremental process. This means that small, continual changes can lead to big, dramatic results.

The Domino’s story is an example of a massive innovation effort that was embraced organization-wide, and resulted in Domino’s becoming a digital and market leader with competitors furiously trying to catch up.

Let’s take a look at two other examples of successes on a different scale. These organizations overcame some common challenges — and kept digital transformation moving forward — without overhauling the entire way they do business all at once.

Tightening the sprawl

Our first example is a financial institution that recently realized its content services solutions were sprawling out of control. The institution enlisted Hyland Global Services for a quick, one-day Health Check of its document types, document type groups and associated metadata.

The assessment uncovered a significant opportunity to optimize document strategy, aggregate document types to better support business processes and remove unneeded types and groups. Now, without having to wade through the clutter, in-house staff can much more efficiently build workflows, custom queries and other features that vastly improve the user experience.

Workflows are great, but you can’t build on a shaky foundation. Now, we can build on them and continually make them better by adjusting as requirements evolve.

Hyland system administrator

Other results included:

  • Document types

Starting with 1,200 document types, the institution was able to pare down by 400, and also made naming conventions more effective by adding prefixes that vastly improved workflow building and maintenance capabilities.

  • Document type groups

The institution eliminated 10 unnecessary groups, and organized groups by department.

  • Custom queries

By implementing best practices for document types and groups, it now builds custom queries in a fraction of the time — going from requiring 16 hours to build 20 queries, to just an hour.

Additionally, with the simplified document categorization, the system administrator has been able to:

  • Build 30 or so Unity Forms that improve the user experience
  • Put digital signature capabilities on receipts
  • Shore up retention policies

These small improvements with software already in place yielded immense benefits that improve the user experience and productivity while reducing risk.

Keeping up with growth

Our second example is First Bank, a growing financial institution that has been digitizing document-driven processes for years. It has workflows and automated capabilities implemented in a variety of processes.

However, dramatic growth through acquisition and rapidly expanding solution needs made performance a top concern.

We went from 23 branches and knowing absolutely everybody … Then we added 25 branches on the east coast of North Carolina overnight.

Jeannie Kearns, vice president of Document Imaging at First Bank

Knowing that the solutions built on the Hyland platform were extensible, Kearns was confident that First Bank could accommodate rapid growth, but wanted to ensure the institution was building solutions using the best methods for performance and user experience. So the bank engaged Hyland’s Global Services team to conduct an assessment of its solutions, and with a few tweaks based on their recommendations, achieved significant lift to performance in several areas.

The result? A small change from an older configuration method to a more efficient option in the Hyland platform yielded a massive impact.

The institution simply replaced web service-enabled keyword autofill capabilities with Unity Scripts. Suddenly, the retrieval time for users went from half a minute to a tenth of second.

“The next day, I got so many emails from people saying things like, ‘I don’t know what you did, but this is amazing. It’s so fast!’” said Kearns.

Incremental change creates the positive momentum that fuels true ongoing transformation

As you can see from these two examples in financial services organizations, small changes can improve processes so significantly that they reduce resistance to change — and foster user enthusiasm in existing and planned digital efforts going forward.

A great way to uncover key areas for improvement is to start with a quick Health Check — and they are available for organizations in every industry. Hyland Global Services consultants are aligned to specific industries and are specialists in industry-specific content services solutions. Every day, we work with customers in the healthcare, manufacturing, insurance, financial services, government and higher education industries to make their solutions work better for them and those they serve.

You have the ability to make immense advances in productivity, user experience, capability to serve your customers, compliance, cost savings, risk aversion and more — all with the software you already have in place.

When it comes to digital transformation, start big or start small, but just start. In today’s digital landscape, you don’t want to get left behind.

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Sarah Stoner

As a Content Strategist for OnBase by Hyland's Global Services, Sarah has a background in business and technical writing and has worked in several areas of the organization since 2003. She has earned several industry certifications along the way—including Microsoft Certified Professional—and has spent time in Solution, Product and Global Services Marketing. Having the opportunity to experience the technical, user-based, enterprise-class and industry-specific areas of OnBase gives Sarah unique insight into the true impact Hyland has on the world. An avid reader and outdoors enthusiast, Sarah enjoys her golden-doodle dog Leo and hanging out with friends and family.

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