How is digital transformation through digital strategy changing businesses?
Through game-changing digital strategy, industries have been completely reinvented. Transformative companies are innovating everywhere from production to marketing to customer experience through intelligent automation, mobile apps, cloud services, and other modern technologies.
Digital strategy is a vehicle for growth and digital transformation is elevating businesses every day. We see this with startups and legacy businesses, and we’ve seen it happen across industries—companies have completely reinvented themselves through digital transformation.
What are examples of digital strategy changing industries?
These three examples across the travel, insurance, and healthcare industries demonstrate impressive outcomes of implementing innovative digital strategies.
1. The Digitization of Air Travel
One of the first that comes to mind when thinking about which industry has transformed the most due to digital strategy is the airline industry. Through technology, airlines have reinvented how consumers experience travel. Before, air travel for the customer was manual, and airlines had to employ many people to manage all of the time-consuming manual processes. There was a lot of overhead just to complete the first part of a traveler’s journey, such as reservations, check-in, and boarding pass printing. By streamlining and digitizing these experiences they reduced costs and improved customer experience dramatically.
Today, we can make flight reservations, check-in, and scan our boarding passes all from our phones. We can even see real-time updates, arrival times, and delays, which can mean fewer missed flights. Digitizing these processes improved the customer experience by reducing the amount of time customers spend coordinating their travel and standing in line at the airport. A smoother traveling experience made a huge impact on customer expectations—this was all made possible by a bold digital strategy.
2. On-Demand Remote Claims Adjustment
An example from one of our own clients of a digital strategy that changed their industry was enabling on-demand claims adjustment for an insurance claims administrator. The client used to employ individual claims adjusters who were skilled workers, but were expensive and difficult to hire. The client also forecasted that they would soon be unable to keep up with demand due to climate change—they didn’t have enough claims adjusters for all of the natural disasters occurring simultaneously. It was also getting costly to send their adjusters to the disasters. The client wanted to pivot to a gig model like Uber and Lyft, which would require technology investments and changes to their architecture, operations, and organizational structure.
We developed a digital strategy that included a mobile app to allow for on-demand claims adjustment. The app was simple enough that a regular person could learn to use it to provide enough information to analyze a claim from anywhere with our sophisticated tech. For a lower cost, the client was able to hire enough gig workers without having to expend resources for in-depth training and eliminated the necessity for specialized claims adjustment skills. We built the app with clear and intuitive tools, which created a more efficient claim filing process and the ability for more claims to be filed automatically. This digital transformation completely changed their business model, enabled them to hire more people, and catalyzed growth.
3. Telehealth & Cloud in Healthcare
Remote healthcare services such as televisits, instant messaging, and video consultations have reinvented the healthcare industry and expanded access to care. Quick check-ups and simple tasks such as prescription refills can be completed through online health system platforms, increasing efficiency and improving the customer experience. For low-complexity appointments, customers benefit from telehealth by not having to travel for care or pay for transportation and not taking time off from work or having to bring along children or dependents. Healthcare providers can streamline appointments, provide more efficient care, and ultimately help more people. Digital health services can result in lower costs for both the provider and the customer.
Especially during the COVID-19 pandemic, companies that already embraced cloud and telehealth services have been able to provide necessary care to patients safely and securely through digital platforms. Offering remote appointments also lowers the risk to patients and healthcare providers by preventing the potential spread of illness. At the beginning of the pandemic, the companies that didn’t have a robust digital strategy to support the increase in online and remote health services were left scrambling to meet the demand. Our work with our healthcare clients ensured that they were ready to pivot when the world changed because of many of the digital strategies we deploy—from secure cloud databases that help doctors track and reference patient health information, to robotic process automation (RPA) that quickly completes formerly manual tasks. One of the core benefits of a digital strategy is the ability to leverage technology to grow and improve the business and the services offered.