Innovation continues to drive SMEs to utilise new tools that future-proof their business. The continual digitalisation of operations has advanced the way employees, customers and business leaders all interact and work. But how far can digitalisation go? More specifically, what functions of a business can be further digitalised without increasing cost or sacrificing quality?
The likes of workplaces, customer service and IT support have already evolved, but there’s still room to innovate those areas without losing productivity or quality of output.
Redefining the new “office”
The definition of an office has been revitalised, and the implementation of remote working and collaboration technology continues to challenge SMEs to reconsider the need for office workplaces, especially now that employees can successfully work remotely.
Over three quarters, 78 per cent, of SMEs have seen boosted employee productivity with at least some time spent out of the office. For a growing business, this can be vital to saving costs as businesses can downgrade office sizes and hot desk, or further commit completely to remote working without sacrificing quality or employee performance.
By digitalising its workplace, an SME can employ remote working models that channel higher productivity and satisfaction amongst employees, whilst saving costs and in turn upholding the same quality of operations that exists with entirely office working models.
Strengthening customer experience through digitalisation
A great customer experience is essential for business success, especially for growing SMEs who are looking to build a loyal audience. Thus, investing in customer support tools is integral for SMEs, and can also be an aspect of the business which is easily digitalised. In a survey by GoTo and Foundry, it was found that businesses increasingly choose to digitalise customer engagement and support. Online customer support using phone, emails, social platforms, messaging apps and web chat functions has risen eight per cent since the pandemic across ANZ businesses and will likely overtake in-person support which declined by seven per cent post-pandemic, as customers continue to preference digital connections.
The use of AI and virtual assistants help SMEs simplify and unify a customer’s journey across multiple communications channels including phone, web chat, Facebook/Instagram, and messaging while innovating contact centre operations through the likes of pre-recorded voicemails, outbound dialers, agent dashboards and seamless multi-channel set up can improve customer experience and productivity for an SME. Customer support can be successfully digitalised without losing quality and further strengthens a business’s relationship with consumers.
Utilising digital solutions to reduce IT burden
The influx of remote working arrangements has placed more responsibilities on an SME’s IT team, amounting to more stress and pressure. Digitalising IT support tools reduces stress on IT teams without sacrificing the quality of IT operations.
SMEs can integrate flexible, reliable remote access and support tools into their workflows to alleviate the pressure that comes with managing an array of remote working applications. Digitalised remote support solutions streamline and manage the SME’s widespread applications on one interface, improving IT team productivity and reducing admin pressures.
SMEs should also choose solutions that easily integrate with their existing tech stack, or consolidate the management of all business communications, remote working, customer support and IT needs into an all-in-one platform. This will save costs and simplify operations whilst maintaining the intended quality and output.
Digitalisation sets the way for the future of SMEs. By consistently incorporating the right solutions that unify digital engagements across multiple channels for employees and customers alike, SMEs can ensure they aren’t sacrificing quality when saving costs, simplifying processes and increasing productivity. SMEs should consider assessing their office workspaces, customer support and IT teams to pinpoint what aspects can be digitalised to further excel their business operations.
