It’s the goal of every business to fasten decision-making, enhance quality and build a strong bond with its customers. Achieving these objectives is now possible, thanks to the digital revolution. But before getting there, businesses need to leverage the digital transformation and do away with outdated processes and practices.
The digital transformation of quality management offers businesses a new way of enhancing processes, activities and business models. Shifting to a new technology involves using new digital systems. Automating processes allow a business to improved quality and efficiency leading to increased productivity and profit margins.
What is Digital Transformation?
Digital transformation is the use of digital technologies in all areas of the business to meet the current market demands. It influences how the business operates and the value and customer experience they offer.
In simple terms, it involves modifying how business interacts with their customers and providing them with excellent experiences. The digital transformation is majorly centered on enhancing customer experience and satisfaction.
How Will Digital Transformation Optimize Businesses?
Through digitalization, companies can take advantage of software and other tools that enable companies to work efficiently. Some of them include:
- Quality Management System (QMS)
- Business Process Management (BPS)
- Customer Relationship Management (CRM) systems
- Enterprise Resource Planning (ERP)
Improved Quality and Performance
Quality management is the cornerstone of excellence in business. Internal QC audit program or third-party quality control solutions allow businesses to detect areas that need improvement and optimize them for better performance. The quality of your products is what makes you outstanding in the competition. By enhancing quality, you can keep your customers satisfied and loyal to your brand.
Tools like QMS eliminated defects. As a result, you can develop quality products and services that exceed your customer’s expectations. Using the right software will improve quality, save time, improve safety, enhance compliance and save you money.
How Will Digital Transformation Influence Customer Experience?
Digital transformation impacts nearly all areas of business but with the most influence on customer experience (CX). Advanced technology allows businesses to better communicate with their customers through personalization and development of new communication channels. It’s the goal of every business to improve its customer’s experience because it determines their perception towards the business.
Improving how your business relates with your customers calls for use of advanced technology. Incorporating the digital elements with your business culture will allow you to improve customer relations.
Here are some of the ways you can use technology to boost customer experience.
Automation simply majorly involves maximizing Artificial Intelligence (AI). The use of automated systems is expected to explode in 2020 as businesses seek ways of improving quality and customer experience. One market study predicts that about 80% of customer interactions in 2020 will be managed by virtual agents such as chatbots.
Imagine how hard it can be for employees to maintain the friendliness and stay service focused when they are tired or stressed? Well, that’s what employees feel. Fortunately, digital transformation offers better ways of approaching customers. You can relive employees repetitive tasks through the help of robots.
Besides, businesses will be able to cut costs through automation. Research by a bank shows that about 200 employees can be replaced by 85 bots at a reduced cost of 30%. Automation doesn’t stop at saving time or cutting costs, it improves the quality of service. It allows employees to focus on addressing important customer-related issues that need the human touch.
Compromising your customers’ personal information is one of the quickest ways of losing them. Many companies have failed due to a breach of security. As you align your business with digital transformation, security transformation should be a priority. Enhancing customer experience calls for use of advanced ways of securing data. It involves putting in place current measures that address current security threats such as hacking.
Recently, keeping business data was as easy as storing physical documents. But with the changing world, storing information on physical documents is no longer reliable. Digital transformation is introducing new ways of doing things. Businesses need to reconsider how they handle and store client information.
Internet of Things (IoT)
IoT refers to the wide network of devices that connect to the internet from smartwatches, smartphones to sensors. The devices have an IP address for identity as the devices interact with others through the internet.
The number of connected devices is expected to grow in 2020. To businesses, this presents an opportunity for them to know more about their customers. With the huge amount of data, the devices provide, businesses can analyze and get insights on device performance and customer behaviour. They can then focus on improving service. The user patterns will allow them to develop more personalized products for their customers.
A combination of AI and IoT, allows companies to develop predictive models that can detect errors in real-time and offer solutions to prevent failures. It will allow timely maintenance, enhance device functionality, and minimize downtime. Ultimately, businesses will be able to improve customer relations.
3D printing is among the latest digital transformations gaining traction. This technology is revolutionizing customer experience by enhancing efficiency and transforming the production and distribution of goods. The otherwise fictional idea of designing and printing a 3D prototype is now a reality. 3D printing offers an inexpensive and quick solution to businesses. Manufacturers can now identify errors and fix them on time. The end product is quality goods and services that appeal to your customers.
Most businesses now understand the importance of enhancing the customer experience. But as they are shifting to technology-driven solutions to achieve their corporate objectives, they tend to overlook the importance of blending innovation and digital transformation of quality management. The result is a misalignment between business and quality management objectives.
If your business is not on the lead in the 4th Industrial Revolution, then you might be losing potential customers to your competitors who use digital solutions. Digital Transformations allow a business to achieve this goal and adapt better to customer needs in a way they prefer. Quality management and application of digital solutions are essential for any company that seeks to exceed customer expectations.
AQI Service as a Third-Party Quality Inspection Company in China specialized to provide a complete range of inspection service for soft line, hardline, Furniture, bag, Toys, electronic, electrical and home textile as:
- DPI (During production inspection)
- PSI (Pre-shipment inspection)
- Container Loading Supervision
- Factory Audit & Supplier Investigation
- Barcode and packaging inspection
- Product Testing and Compliance Certification