LONDON–(BUSINESS WIRE)–According to Back Office Workforce Optimization pioneer, eg solutions,
Digital Transformation is leading to back office activities breaking out
of their traditional bricks and mortar role and function, as
organizations seek to dramatically improve their service customer
The company has released the findings of a major research project into
the key drivers of digital transformation; including changing customer
demand, the impact on the Back Office and the function it performs.
According to the research,
88 per cent of businesses claim that they already have a digital
strategy of some description in place. Whilst the drive to improve
customer service was at the forefront of 81 per cent of companies’
thinking, over half confirmed cost reduction (63 per cent) and
competitive positioning (54 per cent) as other important objectives. In
short, digitalization is considered a means for both improving customer
relationships and helping a business run more efficiently and
successfully in the digital age.
Elizabeth Gooch, CEO of eg, commented: “Digital business transformation
is moving steadily through the economy. Certain industries like tourism,
entertainment and retail have been on the vanguard of this change.
“Eventually, for all sectors of the economy, digitalization will just
become the ‘new normal’. However, our research also raises concerns
about the impact these new technologies will have on the workforce as
organizations demand more flexibility to meet customer needs. Upsizing,
up-skilling, downsizing, 24/7 customer care and work being blended from
back office into call center, as well as into branches and the field.
“All strategies intended to provide customer service that will
differentiate a brand. All strategies that demand change to working
hours, responsibilities and skills.”
So, it comes as no surprise that 90 per cent of respondents now say that
there is a driving need for back office workforce optimization within
their organization to complement the disciplines in their front office
and optimize their entire workforce – including those in the field.
Organizations need to forecast the resources and skills they need, to
efficiently allocate work to their increasingly mobile workforce, track
customer transactions wherever they go, evidence compliance and evaluate
the performance of their teams. They also need predictive analytics,
alerts and notifications embedded within solutions to let them know
before things go wrong.
“For businesses to succeed in the digital age they must also be
digitally managed and that requires solutions to support mobile workers
and managers on the move, from any device, anywhere and at any time.
Solutions that enable the whole workforce to collaborate to achieve
better results for the customer,” concluded Elizabeth.
Key findings from the sample of 250 C level IT decision makers in the
88 per cent of respondents’ organizations have a Digital Strategy in
81 per cent believe that improving customer service is the most likely
objective behind a digital strategy.
Over half of respondents confirmed that cost reduction and competitive
positioning were additional key business objectives.
Just over a third of respondents expect an increased workload for
their customer facing staff as a result of their organizations’
40 per cent of customer transactions are digital and this is expected
to increase to over half within the next three years.
73 per cent stated that security, privacy and other compliance issues
are still a concern.
Just over half are also concerned about the ability to achieve
consistent customer service across all channels.
93 per cent believe that the increase in digital business will impact
their organisation’s customer contact center increasing pressure on
existing staffing and skills models.
The most likely impact will be the need to reskill/multi-skill staff
in the contact centre, as well as the need for greater flexibility in
93 per cent confirmed they were seeing an increase in customer self
30 per cent of transactions are currently customer self service, with
expectations that this will double in the next five years
90 per cent of our sample stated that there was a driving need for
Back Office Workflow Optimization solutions within their business.
Drivers include: improved productivity, increased customer
satisfaction, and a faster return on investment.
For copies of eg’s Digital Transformation white paper please click here
NOTES TO EDITORS
About eg solutions
eg solutions is a provider of enterprise workforce optimization
solutions, specializing in the back office. eg pioneered this new market
space and developed the most complete, purpose built workforce
optimization software for back offices – the only solution that manages
work, people and end-to-end processes wherever they are undertaken,
anywhere in the world.
Over 100,000 users in leading UK and international companies in multiple
industry sectors, including financial services, healthcare and utilities
use our software.
Using our forecasting, scheduling, real-time work management and
operational analytics capabilities we deliver measurable improvements in
customer service, quality, productivity and regulatory compliance.
Supported by the eg principles of operational management implementation
and training services we guarantee operational productivity gains and
return on investment in short timescales.
Regardless of who is serving the customer – call center, back offices,
branches or the field – our solutions provide true insight into the full
customer service process and promote world-class operational management
The eg operational intelligence suite is available in the cloud, as a
managed service, and on-premise.
The Company is listed on the Alternative Investment Market (‘AIM’) of
the London Stock Exchange (EGS).
+44 (0)20 7388 9988