Gamma’s customer-centric Digital Transformation
A STRATEGY FOR THE NEW NORMAL
Unify Issue 5
This issue of Unify has an uncompromising theme running through it – any enterprise that intends to thrive in the digital age must deliver swift, personalised, transparent and consistently accurate service…
Or wave goodbye as customers walk into the arms of the competition.
Responding effectively to this new commercial reality requires two things.
- First, turning sometimes deeply entrenched corporate behaviour on its head so that the company becomes customer-centric rather than inward-looking.
- Second, deploying systems and processes that support this way of working, giving customers the experience they expect, and supporting staff in meeting or even exceeding those customer expectations.
Much of Gamma’s growth to date can be attributed to its focus on achieving a high level of responsiveness to customer needs, and it’s been more than the result of simply a cultural mindset. Outward-facing digital communications have played an important role while at the same time relatively limited inward-facing systems have given customers selected control and insight into some of their services.
But the company recognises that this is not enough: it too must adapt to the new digital reality.
The result is a change programme that will have far-reaching impacts both for Gamma’s customers, and its staff. Multiple old systems will be swept away, replaced by a new portal, available to all customers, giving both company staff and customers access to a single repository of all information relevant to each individual relationship.
Building a truly personalised service will transform the way we interact with our customers.