Between life and death of business is digital
integrate their services across a wide array of platforms and systems. This led them to create cloud- enabled services that ensured that all their different branches would be in sync, and that operational efficiency across the branches would be maintained and improved.
IMPROVING CUSTOMER SERVICE
Additionally, they were also able to improve their customer experience by adding convenient added services including online services. One of which was a mobile application to assist customers to navigate services over the normal 24 hour cycle.
FINDING NEW GROWTH OPPORTUNITIES
In addition to this, they also use digital transformation to find new growth opportunities. This brought about the introduction of Poso Money, which is a money transfer service where they leveraged different financial technologies as well as USSD technology to be able to support the unbanked populations around the country to be able to transfer money across accounts. This service allowed them to tap into an industry that they had no business in, which is financial services, ultimately allowing them to create more opportunities with the clientele they already have. Additionally, they were also able to exploit API technologies as well as cloud technologies to provide courier services to individuals shopping from international online stores. This opened up a new avenue of business that they traditionally had not been able to tap into, but also leveraging things that they already had the ability to be able to ship across multiple horizons.
Conclusively, we have been able to explore how a local incumbent that was at risk of extinction was able to rise up and ensure that they manage to not only survive, but thrive for the future. By using digital transformation, they managed to improve operational efficiency; improve their customer experience and find new opportunities, which then led to them increasing their revenues, reducing the operational expenditure and ultimately increasing profitability. Over the next few weeks, we’ll explore the technologies behind this digital transformation in an attempt to help you understand what is out there at your disposal as an organisation.