A digital office is an office where technology is at the service of greater productivity and efficiency. But this concept does not only mean abandoning analogue methods and adopting digital tools. And this implies a complete internal transformation that starts from the corporate culture.
The digital transformation of companies has led to a fundamental change in their approach to more routine activities. Employees can now opt for more creative and business-focused work, leaving the most repetitive tasks in the hands of software designed to automate work processes. All these developments affect not only employees but also the customer experience, as we will see later.
What aspects define the digital office?
- Technology is used in all areas.
- Constant exchange of knowledge.
- Greater autonomy of employees.
- Life-work integration for all.
- Environments that inspire collaboration.
- Digital culture.
The digital office is a business model to take a step forward in the insurance sector, as they explain in their report. The digital transformation and information technology company has been participating in consulting and digitization projects in the sector for years.
For this reason, its current strategy is to bet on a hybrid model between the physical and the digital to offer the best customer service and achieve the maximum possible benefits. Following this case, the digital transformation of B2-B businesses is another trend that has followed the same direction.
Digital offices to offer new insurance services to its clients. “Digital insurance agencies, through the use of the most innovative technologies, will be able to offer new service and consultancy experiences and achieve a closer and more lasting relationship with their clients,” the report states.
Thanks to technology, it will be possible to use real-time analysis tools to monitor the entire experience in the virtual office. With this, it is possible to understand customers’ profiles better to offer them a “more optimal and personalized” service. Therefore, this scenario opens doors to a possible future in different sectors, including the contact centre.
Another benefit is the possibility of adopting different formats in the same space, which can be customized according to the fundamental characteristics or capabilities of the insurer. For this reason, insurance spaces will evolve in the coming years towards three personalized service models: Tech, Store and Social.
The Tech model will focus on the technological part, which will offer specialized managers the opportunity to work in open environments and use online support from specialists whenever they need it.
The Store model is positioned as a multidisciplinary space where it will be possible to acquire products and services in the insurance ecosystem. There will be a digital promotion area and new mechanisms that allow detailed virtual knowledge of products and services.
In the case of the Social model, an innovative concept of coworking is proposed, designed to meet the needs of professionals and clients who want to work in a different environment, increase their network of contacts and have the latest technologies at hand, access training initiatives or participate in all kinds of events.
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