No Fear of Digitalization!

In many conversations, we experience that SME entrepreneurs get goosebumps at the word «digitalization». This experience aligns with a survey conducted by the Zurich University of Applied Sciences in Business Administration (HWZ) this spring. Accordingly, 85% of companies describe themselves as «digital dinosaurs». They admit that they have neither digitalized their customer experience nor their business processes. Only 25% of survey participants have developed a digitalization strategy.

One reason for this: digitalization is often seen as a technical solution – and thus as expensive, time-consuming, and hardly manageable alone. At TELAG, based on our experience over the last 60 years, we have a broader – and very positive – perspective on digitalization. After all, digitalization has enabled us to do many things that were previously unthinkable; we were able to launch service models that significantly simplified our customers' lives and greatly optimized the customer experience. We want to share the accumulated experiences from six decades with you in this article.

1. Digitalization is not a technology but a philosophy centered on the willingness to change.

If we did things the way we always have, we would still be sending carrier pigeons and communicating over short distances with smoke signals today. But we don't have to because we have always been willing to examine, test, evaluate, and pilot new possibilities. Some have turned out to be failures; others have provided even greater benefits. These small innovations can, but do not have to be, technical in nature. A culture that continuously and consistently invites employees to optimize processes, products, and services promotes the transition to a digital and customer-focused company.

2. Digitalization is an opportunity to develop new products, service, and business models.

Especially SMEs have a great advantage: they employ very committed staff who usually like to contribute good ideas to the company – and its digital development. The great potential inherent in their suggestions can be specifically utilized – and quickly implemented due to short communication paths. A good idea can not only increase sales and contribution margins in our saturated markets but is also a good starting point for tapping new customer potentials and markets.

3. Strong together – in the ecosystem

And another piece of good news: thanks to digitalization, you no longer have to do everything yourself. You can increase your productivity and reduce costs by outsourcing individual processes or activities wholly or partially to a trusted partner. In this way, you generate new knowledge because the partner can advise you and brings competencies that have not yet been part of your knowledge area. Additionally, you can focus on your business development, product, or service development and gain time to invest in your strengths. Use cases where TELAG can support you include outsourcing billing, customer service, market development – or a combination thereof.

4. IT becomes a core component in the company

Even though not everything in digitalization is IT: IT plays a significant role; not as a bonus but as a central element that connects customers, employees, processes, and your business model. Now, not every SME was born as an IT company; your strengths and preferences may lie in a completely different area. Here is also good news: IT is becoming increasingly user-friendly, cost-effective, and easier to implement. And if questions arise, you are not alone: you can outsource the IT helpdesk as a service. A high first contact resolution ensures satisfied employees and motivated digitalization advocates.

5. Start with a lighthouse project

Don't be discouraged by the abundance of possibilities and tasks. Start with a lighthouse project – something that is highly visible, benefits as many employees or customers as possible, and whose radiance also enchants other teams and areas. A shared success is the best motivation – and a wonderful incentive for everyone who wants to share in such success experiences.

Contact: Patrick Weber, Head of Sales Switzerland, +41 44 276 44 22, patick.weber@telag.ch