Challenge
In a constantly evolving environment, our client, an international operator, decided to define a digital transformation plan for several of its entities. This transformation was driven by employee dissatisfaction with certain tedious manual tasks, which led to a poor customer experience (e.g., long delivery times or lack of information on order status) and, consequently, customer dissatisfaction.
Our team of digital experts participated in this initial transformation phase by conducting a digital maturity study for these entities.
Methodology
One of the main objectives of this study was to assess the current state of digital progress within these entities using concrete insights and data. This assessment aimed to identify the prerequisites necessary for the success of the entities' digital projects.
Another key goal was to ensure alignment among all divisions and stakeholders—marketing, IT, financial control, customer service, delivery, technical partners, etc.—for this project, considered a "company-wide initiative."
To gather the necessary information to quantify the level of digital maturity, our consultants conducted an audit based on the Digital Maturity Model. This online questionnaire, created by TM Forum members, measures employees' perceived digital maturity across 110 criteria divided into five domains (customer, strategy, technology, operations, culture).
To ensure optimal results and facilitate employee participation, the experts contextualized the questions based on the respondent's profile (division, hierarchical level, etc.).
This initial phase, orchestrated by our teams, lasted two months. It provided a detailed report of the interviews and a clear picture of the main insights, including:
- Areas where the digital maturity level is the lowest,
- Areas where the gap between the current level and the ambition is the largest.
Result
Thanks to this initial mission, our client now has indisputable quantitative data on the digital maturity of its entities. They also have a comprehensive view of the key areas for improvement to launch the next steps of their digital transformation.
Satisfied with this first phase, the client plans to strengthen the Sofrecom project team with a second consultant for the next phase of the digital transformation project.
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