INSIGHTS

Digital Transformation: Your questions answered

September 20, 2021

We are here to help! Our team has put together some frequently asked questions to help you understand what digital transformation is, why it is essential for your organisation and how to kick start your digital transformation journey.

If you have a question that you can not find the answer to, please use the contact us page.

What is digital transformation?

At Calls9, we see digital transformation as the rethinking of how organisations use digital technology, people, and processes to transform how they operate and create value for their employees and customers. Driven by increased competition, shifting customer expectations, new working patterns and disruptive technology, most organisations pursue digital transformation initiatives to enable new business models and revenue streams, better ways of working and improved customer experiences. Organisations also use digital technology and processes to develop new, disruptive digital-first or hybrid digital/physical products and services or improve existing ones.

It is a collaborative process between senior leadership and business departments to blend business-focused approaches and experience with new digital technologies and streamlined processes.
Digital transformation is also a cultural change that pushes organisations to adopt a people-centric approach that places people at the heart of the decision-making process. It requires organisations to keep challenging the status quo, embrace change, be agile and flexible.

Why do I need digital transformation? 

We live in a time where digital transformation is not an option; it is the only option. There is no other way for organisations to stay relevant and have a sustainable competitive advantage than going through a digital transformation journey.
Digital transformation enables professional services businesses to:

Accelerate business growth via: 

  • New business models that fulfil your customers' needs
  • Differentiated value-propositions that disrupt the market 
  • Dynamic pricing models that satisfy market demand

Provide next-generation customer experiences through:

  • Improved digital personalised customer experiences
  • A better understanding of your customers' needs and desires 
  • Quicker and easier ways of accessing, buying and using your digital products and services
  • Increased customer acquisition and retention 

Better ways of working create:

  • A more connected digital workplace
  • Use of digital technology that is foremost designed around your people
  • Bridging the gap between employees and customers 
  • Reduced inefficiencies and increased productivity
  • Employee health and wellbeing monitoring through digital

What is a digital platform?

A digital platform is a place where you can offer your products and services to your customers, share your organisation knowledge internally and externally, enable better ways of working and interact with your community. Digital platforms can take multiple forms for your organisation. They can work as:

  • A Marketplace to offer your products and services to your customers, providing a seamless customer experience. 
  • A Digital workplace that provides personalisation to accommodate each employee's needs, automation, analytics, low/no-code interfaces, easy knowledge management and consumer-grade user interfaces.  
  • A Network to manage and engage with your community in real-time

Combining all the above in a single digital platform, you have everything you need in one place to provide unified and connected experiences for your team and your customers. For a digital platform to be successful, it should be specifically designed for your business, easy-to-use, secure, trustworthy and built for scale.  

At Calls9, we build digital platforms that meet your business and customer needs to differentiate your organisation from your competitors and help you grow. We believe that you do not need to have multiple disconnected systems and tools working in silos but a single platform that provides the functionality you want in one place. Check out how we do this.

What is a digital product or service?

Digital is transforming the very nature of service or product offerings by bringing them into the digital world, automating manual processes, improving customer experiences and providing more dynamic pricing options.

By using a digital platform, professional services businesses can launch a brand new digital product or service or improve an existing one so that their customers can:

  • Access, interact and purchase your products or services on demand, regardless of place and time.
  • Work with your team in real-time and get advice and support quickly, reducing the need for time-consuming calls and emails. 

See some examples of how we helped our customers launch or improve a digital product or service.

What are the biggest barriers digital transformation projects run into?

During your digital transformation journey, you may encounter several obstacles and challenges, which is better to know about beforehand and be prepared to act proactively. The five most common obstacles to the success of digital transformation projects are:

  1. Risk-aversive culture: Digital transformation, at its core, requires taking risks, and an organisation needs to be prepared to experiment and try new technologies, processes and ways of working. Adopting a people-centric and agile culture where all people are encouraged to welcome change and innovation is fundamental for the success of any digital transformation initiative. 
  2. Lack of vision: Digital transformation requires a clear vision. Organisations at the start of their digital transformation journey need to understand their "why". Understanding why they are transforming will shape a digital vision, which will lead to a market-leading proposition. See how we can help you understand your "why".
  3. Legacy systems:  Businesses often hold on to outdated legacy technology systems because they are comfortable and familiar. However, being willing to replace legacy systems with new digital technologies is crucial for their digital transformation.
  4. Organisation silos: Digital transformation requires change across the entire organisation and needs a collaborative attitude to ensure that everybody is on board. Digital transformation cannot succeed in a siloed organisation as, from its nature, it necessitates connectivity and communication across the organisation. 
  5. Lack of digital skills: Knowing how to use and work with new digital technologies is necessary for digital transformation success. Businesses need to train their staff to plug their skills gap and bring in the right talent to use the new systems and help the business grow effectively. 

Why do I need an external partner?

As Eric Gervet, Partner at A.T. Kearney, said, "The world is complex, so Professional Services firms can't do everything on their own. They need an ecosystem of partners outside."


Digital transformation can bring your business immense opportunities and benefits, but it is also a long and sometimes challenging journey that you do not have to go through alone.


A partnership with Calls9 means that you have access to people with more than 10 years of digital transformation experience. We have expertise in creating market-leading propositions for the professional services sector, building technology around the needs of your people, helping you overcome your challenges and ultimately grow your business.

How can I get started with digital transformation?

At Calls9, we help start-ups and established businesses digitally transform to reduce inefficiencies and accelerate growth. With over 10 years of experience, we can help you understand what to improve, why, and the best way to do it. Through our Digital Transformation Audit, we help businesses understand:

  • How your customers and employees perceive your business to identify areas of improvement.
  • What the competitive landscape looks like and changes in your sector that could affect your business.
  • How digital can have an actual impact on your customers, employees and ultimately your business. 

At the end of the audit, you will have a clear digital strategy built around your specific needs. It will be designed to help you improve your business, disrupt your market or enter a new one. 

Start your digital transformation journey now.

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