The volume and ease of access to data and information is the biggest driver of change in the modern enterprise. More importantly, it profoundly affects relationships with customers. Serving customers, who already have mountains of information at their fingertips, changes the relationship fundamentally: they know as much – maybe even more – about your products and services than your employees!
This access to information and knowledge brings about a change in customer/citizen attitude. Customers are not prepared to wait for a service, advice or products. This empowered consumer is more precise about what he wants and when he wants it. Modern enterprises must empower employees with the same tools and consumer-like experience. Being able to compete in today’s market often boils down to employees having the right information access on the right devices and applications, securely embedded into the enterprise core information systems, in order to make better decisions and to better serve customers.
Rail travel operator gets clued up
One of our customers, a rail service provider, needed to provide its conductors with the same information as customers. The operators are disadvantaged by customers having more information about delays and outages than its own conductors, and wanted to remedy this by equipping them with smartphones and business applications. There is another opportunity the company was overlooking, however: the conductors actually need to know more than customers to be in a position to provide the best advice.
Enterprise Services proposed a data analytics platform that is able to draw on data from the operator’s own comprehensive networks and systems, and convert it into useful intelligence for conductors. Now, they make judgments and communicate about how long outages will last and use data from previous situations to best determine whether to offer a bus schedule or a voucher to get customers to their final destinations and influence customer satisfaction.
Putting the conductor back in charge isn’t a case of allowing access to a webpage or installing multiple simple applications on their phones, but getting meaningful information out of sources of truth, blending that with historical data and advising the conductor. When an outage occurs staff can now check what assets are involved, where action is necessary and – most important for passengers – know how long this activity will take. This kind of modern enterprise transformation is desirable for many organisations that have plenty of data, but little actionable data.
Telemedicine explodes health models
Another example of the seismic shifts that can occur is the advances underway in telehealth. Current health models are improving in countless ways, for example by bringing medical specialists directly to accident scenes via applied telemedicine in ambulances. This is improving the outcome and life chances for patients. It is also challenging the existing business models where remuneration is dependent upon processes happening in a particular order.
Telemedicine is making healthcare delivery more cost effective by making treatment of conditions ‘quicker to the needle’ (brain haemorrhage) or balloon, (heart failure). With ambulances becoming virtual consulting rooms, accepting hospitals and the operating theatres can be prepped in advance with precision while other costs can be avoided altogether, such as transporting a casualty to one hospital only to learn they need to go to a different specialist unit.
However positive these outcomes are for patients, not everyone in the service delivery chain is sharing in the benefits: ambulance services and hospitals are usually paid according to patients transported or the treatment of a named patient in the hospital. Stakeholders, including hospitals, general practitioners, ambulance services and insurers are now discussing new business models for telemedicine that would incentivize and reward all parties involved, driving even better support for patients.
Healthcare is a dramatic example of what can be achieved when you connect employees and give them the right digital tools and securely shared data. Equally, it shows how business processes, incentives and remuneration have to be examined too. Every sector and business is undergoing the same kind of radical rethink. An agricultural chemical giant, is offering farmers consultancy, access to credit, and yield optimization services, based on shared data, video feeds, and other digital tools.
Reimagine your business
Leaders in any organization and industry can be too close to what they do to see radical new alternatives. We help them step back, envision and execute the art of the possible. Modern companies don’t see knowledgeable customers as a problem, but as an opportunity. If consumers are seeking information online about products and services it becomes a customer journey that represents many potential touch points and opportunities for interaction. Advice, support, and other services can be offered at each stage in an appropriate way that reinforces the brand.
Crucially, companies need to think well beyond making existing processes mobile. Enterprise Services is helping them think out of the box. A vending machine company selling coffee wanted to improve efficiency by putting a smartphone in the hands of employees to update progress and inventory. We reimagined the workflow together and instead suggested connecting the coffee vending machine to the Internet, using IoT technologies and making the vending machine smarter. If sugar or milk are depleted, the employee operator is updated by the smart machine and can arrive with the right supplies at the right time.
Enterprise Services brings Reimagine 10 workshops to clients to engage lines of business and leaders. The approach is to examine how to do business differently using a digital first model and modern tools. Stakeholders debate what is holding them back and what opportunities they should harness. In part, they identify the processes that are in need of change. Industry experts, a business analyst, an application developer and a facilitator are brought to the workshop to explore together the art of the possible processes from A to Z. From that effort, a clickable mobile application prototype and an initial business case are created.
At the end of the workshop, stakeholders have a tangible business simulation they can take to other decision-makers, which gives them more ammunition to secure funding to complete development. At that point, we find that senior management wants to jump in and accelerate. The process is information rich and intense but it leads to real mind shift and free exchange of ideas that impact organisations.
Find out more: Reimagine your approach to the future
We have expertise in your industry and know what’s most important:
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- Watch the interview with Chris Moyer (VP Mobility/Workplace and Cross Practice) and David Rimmer (Driver of Strategy for Financial Services) to learn more on the Modern Enterprise boosting staff innovation and productivity.