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Learn how Registers of Scotland and the Scottish Housing Regulator delivered digital transformation by empowering their businesses and allowing ingenuity to flourish.
Picking up a theme from an earlier blog article, What is Digital Transformation?, this recent observation from Tom Meade, Digital Director at Registers of Scotland, really resonated with us:
“We don’t look at it as digital transformation; the IT doing something to the business. We view it as business transformation; the business deciding what it wants to do with its IT capability.”
Tom Meade, Digital Director, Registers of Scotland, ‘After 400 years, the sprint’
Almost 3 years ago, Registers of Scotland (RoS) approached CompanyNet with a business problem. A significant legislative change to the Land Registration Act had just been announced. This mandated that Registers of Scotland must allow a defined set of Land Reports to be transacted online with its community of eServices business to business customers, by a fixed statutory deadline in December 2014. The deadline became known within RoS as the “Designated Day.”
This legislative change had forced RoS to seek out a digital solution to deliver this statutory requirement. And so the Reports Portal service was born.
When you have a problem as a customer, how painless do you feel the process is to resolve it? And does your organisation do any better?
In Microsoft’s 2016 “State of Global Customer Service” report, nearly half of the respondents said they felt that they, as customers, had to put in more work to resolve their issue than the business at fault. Given the tools and technologies now available to businesses of every size, that’s a startlingly high figure.
What problems do customers face?
The report identifies common complaints such as customer support agents not being equipped with the information to hand about the customer’s problem, having to repeat information to several different people, and the frustration of the problem remaining unsolved.
We’d like to share some future thinking from Barry Smart, IT Director at Hymans Robertson.
Barry has written a terrific blog post about how this major independent financial firm has embraced the Microsoft enterprise platform to create a thoroughly modern business.
In the post, Barry refers to the Cloud as an “unstoppable force” which businesses can no longer afford to ignore or delay thinking about. He outlines how it is transforming business models and creating new ones, not just in his own sector but across every market. Continue reading this post »
Here you’ll find insight on CompanyNet’s work, what’s happening in enterprise software, and the future of the workplace. It’s written by a variety of CompanyNet staff. If you’d like to talk to us about anything you see here, just drop us a line.
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