Over the last 18 months we have been working on a digital transformation project to roll out a new Digital Operations Platform (DOP). The objective of the project has been to help us improve services to our customers, streamline our operations and deliver products, services, and IT support faster. I am pleased to say that all the hard work has paid off and in the last quarter we have gone live on the new platform. This is the first step on our digital transformation journey which we have broken down into phases to minimise any disruption and impact either on the business or to our customers.
The initial launch was focused on our ticketing and workflow system, which is how we manage and respond to all your enquiries and requests. In this first phase we have moved to ServiceNow, which is a best of breed, market-leading solution and will support us as we grow and continue to evolve our services. The next phase will see us launch SAP as our core financial system as we aim to improve and consolidate our invoicing, providing a better experience for customers.
Initially you will see little change and you will still be able to reach us on the same contact details. Longer term, we will introduce new capabilities and features such as a self-service customer portal, greater visibility into live tickets and services, greater automation, and our goal of improving customer experience. When we launch SAP, this will also mean new invoice templates which will look and feel different to the current versions.
We will keep you updated periodically throughout our transformation journey, however, if anyone would like any specific information please don’t hesitate to get in touch.
The Transformation Team
