Even traditional industries can successfully adopt digital transformation
Does the idea of digital transformation keep going into the too-hard basket? Are you in an industry that is heavily based on traditional methods?
Digital transformation is necessary for companies across all sectors. Even traditionally conservative industries, such as funeral services, need to transform.
This case study explores how a forward-thinking funeral service provider successfully navigated the challenges of digital transformation, focusing on resource optimisation, comprehensive training, and a client-centric approach.
Understanding the Frontline: The Key to Overcoming Resistance
The journey began with a crucial step: understanding the frontline staff’s perspective and team values. By investing time with employees who would be most affected by the changes, the company was able to identify potential roadblocks and address concerns proactively.
This approach was instrumental in overcoming initial resistance to change. It is not an easy step, but it is crucial to understand the work environment and the physical and mental strain the roles have on individuals. It also shows staff the respect they deserve. Investing time upfront saves time and effort in the long run.
Piloting New Ways of Working
Building Confidence Through Shared Experiences
Client-Centric Approach
While improving internal processes was a primary goal, the company never lost sight of its ultimate purpose: supporting client families.
This commitment reassured employees and clients, instilling confidence in the company’s service delivery.
Flexibility in Implementation
Understanding that one size doesn’t fit all, the company provided choices to employees regarding device usage. After extensive negotiations with leadership, staff could bring their own device (BYOD) with an allowance provided or use a company-managed device. This flexibility helped mitigate resistance and ensured a smoother implementation process.
Client-Centric Approach
While improving internal processes was a primary goal, the company never lost sight of its ultimate purpose: supporting client families.
This commitment reassured employees and clients, instilling confidence in the company’s service delivery.
Supporting client families
The digital transformation brought about many benefits, all aimed at ensuring a seamless experience for grieving families.
Results and Future Benefits
Implementing these solutions through a clear change management plan significantly improved operational efficiency. With reduced manual friction points and streamlined processes, employees are now better equipped to deliver exceptional service to client families.
As the company moves forward, it can continue to build on the success of this pilot approach, learn from the process, and expand the digital transformation across other business areas.
The lessons from this experience are evident, particularly the importance of understanding frontline needs, gradual implementation, and peer-to-peer support, which will undoubtedly inform future initiatives.
With the right approach and support, companies can improve employee satisfaction and client service by focusing on the human element alongside technological advancements.
Interested in ways to create a Psychologically safe work environment? – check out our article
