Broadly speaking, our transformation covers three main issues,” says Bart Watteeuw, Director Enterprise IT Solutions at Proximus. “These are the digitization of interaction with the customer, the digitization of cooperation among company staff and the digitization of our own business model.”
Various programs are under way to increase the effectiveness of customer support and improve cooperation among colleagues – all backed up by the necessary digital tools. “The unique thing about our digital transformation is that it results in cross-fertilization. In the first place, we improve our customer services. At the same time, our experience of the subject means that we can also give these customers targeted advice when they start their own digital transformation process,” Watteeuw explains.
“Digital transformation is not confined to offering a few digital applications.”
– Katia Battheu, Director Enterprise Operations at Proximus
“Our customers will find it far easier to place an order using a digital application,” says Katia Battheu, Director Enterprise Operations at Proximus. “They can add or change products and services and track their orders. Reporting and following up incidents and interventions will also be possible digitally using a mobile app. Invoicing is easier too and we offer powerful tools to monitor invoices better digitally.”
However, digital transformation is not confined to offering a few digital applications. “Change is the real key to success,” Battheu goes on. “Digital transformation basically involves change management. It is a new way of working, for both the customer and our Proximus staff. Things are usually a lot more efficient for our customers if they are done digitally, but to achieve this efficiency you have to support the change properly.”
“What do you do digitally and where do you keep the human factor?”
– Bart Watteeuw, Director Enterprise IT Solutions at Proximus
The strategic choices that a company makes are the basis of its continued success. “It’s about digitizing the right processes,” Watteeuw maintains. “What do you do digitally and where do you keep the human factor?” It is essential to consider this and then adopt the solutions on offer. “Because once again, it’s about change.
If customers or staff don’t come on board, then there can be no transformation. And you waste time so your competitors may get ahead. If you want to ensure that your company ultimately remains relevant, you have to tackle the digital transformation quickly and properly.”
Proximus’ transformation Digitization of:
Needs consideration: what is done digitally vs. where is the human touch required?
Essential: to bring customers and staff on board
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