Think mobile, content and customer on your digitalisation journey

Kevin Hall, national sales manager at established customer engagement solutions provider Elingo, says migration from paper-based systems to digital counterparts and the storage of information in digital format is well underway.

He says there is growing evidence that digitalisation has taken root in key market segments, including agriculture and healthcare, as more businesses seek to manage interactions online rather than rely on traditional physical infrastructure. This is underpinned by the desire to capitalise on the Internet of Things and data analysis.

“The internet of things gives us the unique ability to get data from multiple hardware devices that then enables business decision making. In the case of farming, this is already having a huge impact as all farming infrastructure and methods are becoming measured and creating the ability to increase food production yields, and manage crops much more effectively based on moisture content and other metrics,” says Hall.

This increase in information becoming a huge driver for consumer medicine he adds. “A typical example would be the use of smart watches to determine health and sleep patterns, but in more complicated hospital environments, the ability to get a single view of health will increase the effectiveness of treatment.”

The challenge

Hall says data security has always been an issue, compounded by the exponential growth in data volume and the need to comply with laws regulating governance.

He suggests that to help with compliance, businesses invest in various levels of storage depending on the type of information being stored.

“If the information is high risk personal info, then the highest tiered level should be used, if the into is simply meta data or other less sensitive information, one could store this in a lower tiered solution with more storage space,” says Hall.

In mitigating this challenge businesses should constantly keep the influence of mobility, customer experience and content at the forefront of their digitalisation strategies.

“Customer expectations are increasing, and their ability to self-service themselves is increasing, we need to create user friendly experiences that help on various customer journeys, and allow the customer to decide which journey they want to take to get service from you,” says Hall.