Digitalisation

Digitalisation has been around in the world of business for a while now. It brings new opportunities, but any business that misses the trend will be rapidly overtaken by their competition or by new players on the market. How advanced is the digital transformation in your company: do you offer digital services, are your processes automated and networked, have you adjusted your business model?

Digitalisation means the use of new IT and communication technologies that allow the “digitalisation” and further development of the business model, service portfolio or operating model. The digital revolution is about much more than the automation of company processes. Digitalisation opens up new paths: whether in the collection and evaluation of customer data, the use of social media, the networking of machines and sensors or in the expansion of the product line to include “smart” products and services.

The potential of using new technology is manifold: revenue can be significantly increased by developing product and service ranges or improving the customer experience, and internal processes can be made more effective and efficient. We support you in systematically harnessing the opportunities brought about by digitalisation!

As part of hpo’s strategy design services, we help you identify technological changes and define new opportunities for your company. We use the areas of business established during this process to create implementable projects and oversee their realisation: whether this involves introducing new business models, improving the customer experience or optimising your company’s processes.

  • What opportunities and risks do new technologies bring for you? How advanced is the digital transformation in your industry and in your company?
  • What strategic options can be deduced from this, and what changes will give you a competitive edge?
  • How does the digitalisation roadmap look, and what initiatives should be prioritised?

 


Reference projects

Industry: Banking

Challenge

  • Sales of banking packages sharply increased
  • Customer and staff satisfaction, as well as efficiency in the provision of services, unsatisfactory
  • Digitalisation trend

Approach

  • Analysis of current values and identification of key optimisation triggers
  • Designing the target image (business process model & business processes)
  • Developing a concrete package of measures to implement the target image
  • Implementing individual measures

Customer Benefits

  • Processes developed to digitalise processes for new customers and requirements for tools
  • Structure and service portfolio defined for internal support
  • Customer service optimised/reorganised for in various topics

Industry: Banking

Challenge

  • Technological change/digitalisation leads to changes in customer behaviour and new competitors
  • Increasing level of regulation and administrative tasks in front-office departments

Approach

  • Analysis of current services as well as roles and responsibilities throughout the business relationship cycle (top-down bottom-up approach)
  • Analysis of business department strategies and representative transactions
  • Designing a multi-channel compatible business process model to increase sales effectiveness
  • Developing an implementable pilot concept for an optimal client servicing process (including support) to relieve customer advisors from administrative tasks

Customer Benefits

  • Increase of sales effectiveness of front units through the design of a multi-channel compatible business process model (front, mid and back office collaboration)
  • Noticeable increase in customer advisors’ customer contact time thanks to optimised client servicing process (pilot operation)

Your contact at hpo

I will be pleased to answer your questions

Oliver Kohler
Managing Partner at hpo


Related topics and helpful links

Strategy Design

Innovation Design

Business Model Innovation