Managing the Administrative Toll of Digital Transformation

Digital transformation improves the end user experience, but often complicates the administrative side.

Digital transformation is at the center of many enterprises’ business objectives, with the identification of ways to improve customer experiences dominating goals and priorities. Line-of-business managers vie for their place in the queue as IT struggles to keep up with requests for new cloud solutions.

It’s no wonder these measures are at the top of managers’ lists of business priorities. Improving the offering to customers through personalization, user-friendly apps, and seamless interactions with the company all have the potential to help a company surpass competitors and introduce efficiencies that significantly reduce costs.

Cloud providers understand this as well. They market to the line-of-business manager, introducing features that cut costs, improve customer satisfaction, and offer the opportunity for the company to innovate. Cloud solutions, with their rolling updates and subscription-based pay model, are also attractive to the finance department. There’s no big capital investment to implement new cloud technology.

A bump in the road: While cloud solutions do present important benefits to the enterprise, digital transformation may become more burdensome as it rolls forward. The difficulty lies in the complexity of administration surrounding coexisting cloud applications. IT may find itself trying to cobble together synchronicity between solutions that aren’t particularly suited for integration. The IT environment, as it adopts more cloud technology, becomes more manual and more complex.

This problem may be particularly pronounced with unified communications and other contact center solutions, which don’t tend to be “aware” of the other systems in the environment. It’s easy for IT to tie up a lot of time managing and maintaining instead of executing planned upgrades and other improvements.

Enter automation: A key strategy for moving digital transformation forward is the use of automation. It represents a way to combat the avalanche of continual adjustments and change that is the nature of digital transformation. Communications and business platforms can be connected and then united with a synchronization and workflow engine to automate tasks and workflows.

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