The Importance of Management Control in Digital Transformation

In today’s digital age, business leaders should be evaluating and digitally transforming their business processes to efficiently manage and streamline their business. Digital transformation should be an organization-wide strategy, with a focus on equipping internal teams with the tools and workflows within a controlled all-in-one environment to deliver quality service to clients. Without a OneStop strategy, disparate communications and business interactions are outside of management oversight, making it difficult to maintain control over streamlined workflows. 

A branded OneStop Client Service Hub enables organizations to efficiently manage their internal teams to deliver just-in-time, high-touch service to their clients, while seamlessly managing internal operations. 

The problem of disparate cloud services

The problem with having a variety of disparate channels is that it is much harder to streamline client-centric workflows and manage persistent relationships throughout the customer lifecycle. These environments also present new challenges around privacy and security, which is especially problematic in high-touch sectors like the legal industry. When an organization cannot assume control of its digital strategy, it cannot ensure safety and security to clients and the business since they are relying on other parties. Additionally, difficulties in enabling streamlined workflows mean the entire experience can be disjointed for both clients and employees. 

It is notoriously difficult to maintain control across such disparate workflows. It is harder to ensure confidentiality, security, and integrity, and delivering persistent customer relationships can become almost impossible. Using a myriad of services results in having important client data across multiple services, which reduces the potential for that data to be distilled into actionable insights. Furthermore, disparate digital communications have an adverse effect on productivity, where employees often end up spending more time sifting through emails than serving their clients. 

Bringing everything together

Digital resilience depends on maintaining management control over the entire organization, including the client journey. However, that should mean having to develop a fully integrated proprietary system from scratch–something far beyond the financial capabilities and domain expertise of most businesses. Instead, organizations can digitize the traditional organizational structure with the help of a OneStop Client Service Hub that serves as a complete digital branch for both your clients and your business.  

Premiere service delivery relies on having a structured system in which all client interactions and data can be managed and protected as a whole. Clients might require a mix of communication and collaboration options, such as the ability to send voice, text, and video messages, hold video conferences, collaborate on documents, task manage, and share and electronically sign documents. At the same time, administrators need to maintain complete oversight over these interactions to ensure they are delivering a convenient service experience, to leverage that data for KPI optimization, and to protect against data leaks.  

Addressing these needs becomes much easier when you have everything managed under a OneStop Client Hub, over which you have total control. You can deliver the same streamlined, secure client experience to everyone and maintain a fully auditable transcript of all transactions and interactions. This also enables brands to deliver a premier white-glove service over the convenience of mobile – which is vital in today’s service-driven economy where people expect efficiency and personalization. 

Deploying a digital strategy

A digital strategy must factor in every stage of the client journey. A managed environment where administrators can retain full visibility into their workflows, measure performance, and hold staff accountable is business-critical. 

Building something from scratch is typically cost and resource-prohibitive. Proprietary systems must also be updated and maintained on an ongoing basis, which is extremely challenging in an era when the only constant is change. 

White-label platforms present a better alternative. These solutions have been purpose-built and are actively maintained by their providers. They are built to scale and evolve with rapidly advancing technology, and greatly reduce the burden on administration and negate the need for an in-house software engineering team. Moreover, white-label solutions enable organizations to further enhance brand recognition by delivering a digital service experience for clients, under their brand. 

Streamline and manage client-centric business processes with a Moxtra-powered OneStop Client Service Hub. Get started today. 

 

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