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Technology and dataDigitalisation and automation

Digitalise and automate where it adds value

Digitalisation is not a goal in itself. The Next Organization works with you to find where digital solutions and automation add value for your customers and employees. We start with what delivers the most.

Sound familiar?

Customer contact still runs through email and phone
Employees copy data from one system to another
Digital tools are sitting unused on the shelf
Growth means more people for the same work
Competitors offer customers a better digital experience

Three steps that build on each other

Digitalisation, automation and AI belong together. We call the combination D-A-AI. Digital data and established ways of working form the foundation on which AI can build later. Anyone who introduces AI without that foundation often gets stuck on data and systems.

D-A-AI: from foundation to AI

Read from the bottom up: each step builds on the one below.

Digitalise

What it is: Capturing information, customer contact and processes digitally

Example A customer portal instead of email and phone
Automate

What it is: Letting systems carry out repetitive work and set decision rules

Example Data that moves from one system to the next by itself
AI

What it is: Analysing, recognising patterns and making suggestions

Example An assistant that answers questions from customers or colleagues

Start from value, not from technology. Which step comes first follows from your strategy and from where the work gains most.

What AI adds after that is covered under AI. The systems you need for it are described under IT landscape.

What you get

You know where digitalisation and automation deliver the most, and in what order. You get solutions that employees and customers actually use. And you lay the foundation for using AI later on.

Frequently asked questions

Where do you start with digitalisation?

At the moments when customers or employees get stuck or lose the most time. Choose a clearly defined process with a clear benefit. A quick win makes the next step easier.

Which processes can you automate?

Processes that recur often, follow fixed rules and work with digital data. Think of order processing, invoicing, scheduling or moving data between systems. Work that involves many exceptions or relies on personal judgement is less suitable.

What does automation deliver?

Mainly time and fewer errors. Employees spend fewer hours on manual work and checks, and you can grow without hiring more people. For each application, we calculate the benefits up front, so you can make an informed choice up front.

Do your processes need to be in order first?

Often, yes: technology does not fix a process that is broken, it just hides the errors inside a system. That is why we first check whether the work itself runs well, and only then decide which steps to digitalise or automate. How to improve your processes is covered under Processes.

How do you make sure employees use new tools?

Design the solution together with the people who will work with it. Train them and stay close during the first few weeks. Measure usage, so you can see where things are not working yet.