In the digital age, prioritizing business process digitization can be a game-changer for small and medium-sized enterprises. We’ve gathered insights from eight CEOs and founders to learn how they decided which processes to digitize first. From enhancing team collaboration to automating key workflows for productivity gains, discover the critical factors that shaped their digital transformation strategies.
- Enhance Team Collaboration First
- Avoid Digitizing Inefficient Processes
- Prioritize Customer Service Digitization
- Automate for Customer Experience and Efficiency
- Target Efficiency Gains in Digitization
- Digitize for Client Management Efficiency
- Focus on High-Impact, Low-Disruption Digitization
- Automate Key Workflows for Productivity Gains
Enhance Team Collaboration First
We initially digitized processes that enhanced team collaboration, like document sharing and internal communication. This was crucial in ensuring that everyone was on the same page, especially as we expanded our remote-work capabilities.
We emphasized digitizing processes that our team was eager to adopt. By involving employees in the decision-making process, we ensured high engagement and smooth implementation, leading to greater overall efficiency.
Alari Aho
CEO and Founder, Toggl Inc
Avoid Digitizing Inefficient Processes
As companies rush to digitize their processes, they often overlook a crucial step: gaining a comprehensive understanding of the process itself. This means documenting every aspect, including inputs, outputs, customer interactions, employee actions, decision trees, time requirements, quality demands, and more—a total of 30 to 40 key elements.
But why document all this if the goal is to digitize the process anyway? The answer is simple: You don’t want to digitize a broken process. Many corporate processes are inefficient, relying on employee workarounds, service provider interventions, or system patches to function. Digitizing a flawed process only perpetuates inefficiencies, bottlenecks, and redundancies, missing a vital opportunity to align employees, customers, and suppliers on expectations and goals.
By taking the time to thoroughly understand and map out your processes, you can:
- Identify and eliminate unnecessary steps
- Streamline workflows
- Set clear expectations
- Enhance customer experience
- Increase employee productivity
- Unlock true digital transformation potential
Don’t risk digitizing your inefficiencies—take the first step towards true process optimization.
As to which ones to digitize first, focus on the biggest pain point within your processes and pick the one process that will alleviate the most pain for your customers, partners, and employees.
Joseph Braithwaite
Managing Partner, EvolveThinking
Prioritize Customer Service Digitization
Customer service processes were very important to digitize first for us, as they involve customers directly. This was largely a necessity for efficiency and scaling. In addition, the potential for better response times could improve. This was especially true due to the implementation of a digital ticketing system that we did, through which we reduced response times by 40% and thus increased client satisfaction. The important factors were the potential to improve customer experience and the ROI of the digital transformation.
Alex Taylor
Head of Marketing, CrownTV
Automate for Customer Experience and Efficiency
When deciding which business processes to digitize first in my SME, I focused on areas that directly impacted customer experience and operational efficiency. For example, automating our client onboarding process was a priority. We were dealing with a growing number of clients, and manual processes were leading to delays and inconsistencies. By digitizing this process, we reduced onboarding time significantly, which not only improved client satisfaction but also freed up our team to focus on strategic tasks.
In making these decisions, I prioritized processes that had the potential for the highest ROI and that could scale with our growth. Factors like ease of implementation, cost-effectiveness, and the ability to integrate with existing systems were crucial. I also considered feedback from both clients and staff, ensuring that the digitization would enhance our service delivery without overwhelming our team. This approach allowed us to make meaningful improvements without disrupting our operations.
Brandon Leibowitz
Owner, SEO Optimizers
Target Efficiency Gains in Digitization
When deciding which business processes to digitize first, I focused on areas that offered the greatest potential for efficiency gains and cost savings. The primary factors in my decision-making included the current time spent on manual tasks, the potential for reducing errors, and the impact on overall productivity.
For example, automating our invoicing and accounting processes was a top priority because it streamlined financial management and reduced the risk of human error. Additionally, I considered the ease of integration with existing systems and the potential for scaling the solution as our business grew.
By prioritizing processes that would provide immediate, measurable improvements, we ensured a smooth transition and maximized the benefits of digitization.
Rick Eckerson
Co-Founder, Former Personal Trainer & Bodybuilder, Ready4 Health
Digitize for Client Management Efficiency
I knew that my time was precious, so I had to be strategic about digitizing processes. I prioritized booking and client management because they directly impact my ability to serve clients efficiently.
For instance, switching to an online booking system not only streamlined appointment scheduling but also reduced no-shows with automated reminders. This allowed me to focus more on providing healing sessions rather than juggling calendars.
Ultimately, I based my decisions on factors like client experience, time-saving potential, and ease of use—ensuring that my digital tools would enhance rather than complicate my practice.
Hajnalka Nagy
Business Owner | Reiki Healer, Cosmic Self
Focus on High-Impact, Low-Disruption Digitization
When prioritizing which business processes to digitize in my SME, I focused on areas that would yield the highest impact with the least disruption. I started with customer-facing processes, such as sales and support, where digital tools could enhance efficiency and improve customer experience.
Next, I addressed back-office operations, like accounting and HR, to streamline workflows and reduce manual errors. The key factors in my decision-making were cost-effectiveness, ease of implementation, and the potential for scalability as the business grew. Ultimately, the goal was to maximize ROI while maintaining business continuity.
Ronald Osborne
Founder, Ronald Osborne Business Coach
Automate Key Workflows for Productivity Gains
We prioritized digitizing processes that had the greatest impact on efficiency and customer satisfaction. For us, automating transcription workflows and integrating a robust CRM system were top priorities. We considered factors such as the potential for reducing manual errors, speeding up turnaround times, and improving client interactions. Cost-effectiveness and ease of implementation also played crucial roles in our decision-making.
By focusing on these high-impact areas, we achieved significant gains in productivity and service quality, similar to fine-tuning key aspects of your game for the best tennis performance.
Ben Walker
Founder and CEO, Ditto Transcripts
