SharePoint and Digital Transformation
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This document discusses how SharePoint can drive digital transformation through customer engagement, empowering employees, optimizing operations, and transforming products. While some see SharePoint as ubiquitous, the speaker argues it remains transformative when used to engage customers through extranets, empower employees with a digital workplace, optimize processes with workflows and data, and transform intangible products like customer service. True transformation requires considering business and technology goals together through digital strategies.
SharePoint and Digital Transformation
- 1. SharePoint and Digital Transformation Is SharePoint Still Transformative? Matthew W. Bowers, Partner [email protected] https://www.linkedin.com/in/matthew-w-bowers-ab8a932 SharePoint User Group St. Louis SharePoint Meetup
- 2. About Me • 20 plus years in technology in various capacities • 12 years with Covenant • Numerous IT / technology certifications, including SharePoint, Dynamics CRM and Cloud • Passionate about Digital Transformation and Business Innovation • Passionate about how various technologies (CRM, SharePoint, IOT, analytics) can be used to drive organizational innovation and transformation. 2
- 3. Digital Transformation IS CONFUSING!
- 4. Digital Transformation The term ‘digital transformation’ has been used to describe anything from creating a fully responsive mobile website….to developing a social media strategy, but in reality, true transformation needs to involve much more than just the end product. https://www.marketingweek.com/2016/04/14/what-does-digital-transformation-really-mean/
- 5. Digital Transformation So WHY is it Confusing?
- 6. Digital Transformation is Confusing – What Exactly Is It? Business Innovation Digital Strategy Disruptive Innovation Disruptive Technologies Business Innovation User Experience Digital Marketing Digital Experience Digital Disruption
- 7. Digital Transformation is Confusing – Who is Responsible? CEO CTO CEO CLO COO CDO CFO CMO CIO
- 8. Digital Transformation is Confusing – So Many Voices
- 9. Digital Transformation Digital transformation is the profound and accelerating transformation of business activities, processes, competencies and models to fully leverage the changes and opportunities of digital technologies and their impact across society in a strategic and prioritized way. http://www.i-scoop.eu/digital-transformation/
- 10. Digital Transformation • “To be clear, investing in technology to stay current or ahead of the curve isn't the same thing” (as digital transformation). • Pretty much every company is putting money into new tools, platforms, and services. And, doing so is a matter of becoming tech- enabled, which doesn’t mean companies are actually changing to compete in a digital economy. • With digital transformation, however, technology is driven by purpose, and that purpose is meant to reshape business.” (emphasis mine) Brian Solis, Principal Analyst, Altimeter Group
- 11. Digital transformation hinges on four imperatives Engage your customers Empower your employees Optimize your operations Transform your products Systems of Intelligence
- 12. SharePoint as an Agent for Transformational Change
- 13. SharePoint As Transformer I was recently asked at another presentation, where I was speaking on technology in general, “is SharePoint truly transformative? Or, has it become so ubiquitous and commoditized that is no longer capable of driving transformative change”.
- 14. SharePoint As Transformer My answer was…. It depends!
- 15. SharePoint As Transformer Before considering HOW SharePoint can transform, let’s first look at the ways in which it is clearly NOT going to be transformative.
- 16. SharePoint That Is NOT Transforming • An intranet that is deployed to simply be a replacement to network file shares… is not transformative! • An intranet that does not engage your employees… will not be transformative! • An intranet that does not consider business process realignment or improvement … is not transformative! • An intranet that simply replaces Exchange calendars and corporate calendars …is not transformative! • An intranet that is merely used to manage documents and versioning … is not transformative!
- 17. Digital transformation hinges on four imperatives Engage your customers Empower your employees Optimize your operations Transform your products Systems of Intelligence
- 18. PRODUCT TRANSFORMATION It was suggested to me recently, that SharePoint is not transformative, because Microsoft has failed to deliver on the promise of product transformation or the imperative of transforming your product. They were suggesting that SharePoint was not transformative because the product itself had some perceived flaws.
- 19. PRODUCT TRANSFORMATION • SharePoint tends to fall short in the imperative "Transform your products". • As a poweruser/developer, I see the decline of support for forms (InfoPath) and development (SPD). • It seemed like Microsoft was going to scuttle the whole SharePoint product, but SP2016 seems to be making a comeback. • Although SharePoint provides the tools to "get the job done", I still get complains from several end users indicating how difficult it is to use. • This is mainly because of it's antiquated browser based interface. It lacks the reactive appeal of responsive design. We'll see what the future holds.
- 20. PRODUCT TRANSFORMATION • The discussion of how or whether SharePoint remains a transformative technology, is not dependent upon Microsoft’s using it as an internally deployed technology for their own transformation. • Nor does transformation hinge upon SharePoint’s perceived flaws or perfections etc. • How does any organization use, deploy, implement or leverage SharePoint to drive digital transformation. • And how does an organization integrate other technologies with SharePoint in unique, different or challenging ways that drive organizational transformation.
- 21. PRODUCT TRANSFORMATION • Important to note or clarify, product transformation can be more than a discreet physical product in the market. • It can be more intangible products or offerings such as customer service, customer care, dealer or warranty care. • Programs that are part of a greater whole being offered in the market. • What are some interesting use cases where SharePoint can still be used for intrnal product transformation?
- 22. PRODUCT TRANSFORMATION • IOT portal • Dealer portal • Warranty portal • CRM integration • Product / Equipment life cycle management portal • Customer Care programs • Customer Engagement
- 24. Digital transformation hinges on four imperatives Engage your customers Empower your employees Optimize your operations Transform your products Systems of Intelligence
- 25. OPTIMIZE OPERATIONS OR PROCESS IMPROVEMENT • So, what comes first? Digital transformation or improved operations and business process? • Does improved operations and business process drive digital transformation? • Or does digital transformation just naturally lead to enhanced operations and improved business process? • In many ways, it’s a classic “chicken and egg” question!
- 26. OPTIMIZE OPERATIONS OR PROCESS IMPROVEMENT • Survey the literature and you will find a wealth of articles such as: • “How Digital Transformation Is Helping Businesses Optimize Operations” • “The future is digital: Optimizing operations to enable transformation”. • But, you will also find, • “Designing and improving processes for your digital transformation”. Or, • “Getting processes ready for your digital transformation”. Or, • “Business Process Improvements are Shaping the Digital Transformation Age”.
- 27. OPTIMIZE OPERATIONS OR PROCESS IMPROVEMENT • At the very minimum, improving operations and business process improvement are tightly interwoven with and integral to digital transformation. • You cannot have true digital transformation without some focus on business process and operations improvement.
- 28. OPTIMIZE OPERATIONS OR PROCESS IMPROVEMENT • Using SharePoint lists to provide more robust forms of project, task and process tracking. • Replacing bloated Excel spreadsheets with SharePoint lists to leverage versioning, auditing, workflow, enhanced task tracking, management and close out. • Service ticket tracking to streamline business processes to provide faster response, efficient service delivery, and lower costs. • Data, data, data and using SharePoint to surface data, provide data reporting platforms and analytics engines. • Application integration into CRM or ERP applications to enhance reporting, data analysis and report distribution. • Workflow maturity
- 29. OPTIMIZE OPERATIONS OR PROCESS IMPROVEMENT • At the lowest level of maturity • I walk over to the HR Office • I go the appropriate HR rep’s desk • I ask for the form • Fill out the form • Give it to the HR rep • HR rep keys it into the appropriate system
- 30. OPTIMIZE OPERATIONS OR PROCESS IMPROVEMENT • At one of the highest maturity levels • I go the intranet • Find the form • Fill out the form online • Send it to HR online • Based on the values on the form it gets routed for approval or automatically entered the system
- 31. Digital transformation hinges on four imperatives Engage your customers Empower your employees Optimize your operations Transform your products Systems of Intelligence
- 32. EMPOWER EMPLOYEES • Next to organizational change management, this area is one of the single most common challenges in any Intranet project • This is because or related to, the single biggest reason for Intranet failure: lack of end user adoption • If your employees (read users) are not using your Intranet (read – SharePoint site), the project is an abysmal failure, a waste of time and resources, and does not drive business value or reduce risk (read…. Does not drive Digital Transformation) • The best Intranets, are successful and drive end user adoption primarily because they drive employee engagement, empowerment and enablement. (digital transformation
- 33. EMPOWER EMPLOYEES • Digital transformation is not possible in the absence of employee engagement (enablement or empowerment) • Failure to engage your employees, carries other risks: • Gallup, the poll folks, estimates that roughly 17 to 20 percent of employees, nationwide, are actively disengaged in the workplace.
- 34. EMPOWER EMPLOYEES • Gallup identifies the three types of employees as: • Engaged Employees -” Engaged employees work with passion and feel a profound connection to their company. They drive innovation and move the organization forward.” • Disengaged Employees -” Not engaged employees are essentially ‘checked out.’ They’re sleepwalking through their workday, putting time — but not energy or passion — into their work.” • Actively Disengaged Employees - “Actively disengaged employees aren’t just unhappy at work; they’re busy acting out their unhappiness. Every day, these workers undermine what their engaged coworkers accomplish.”
- 35. Employee Engagement • Gallup estimates that actively disengaged employees cost the U.S. $450 billion to $550 billion in lost productivity per year. • Companies with low engagement scores earn an operating income 32.7 percent lower than companies with more engaged employees. • Similarly, companies with a highly engaged workforce experience a 19.2 percent growth in operating income over a 12-month period.
- 36. Employee Engagement •In an article published by Jonathan Pont, the most-engaged workplaces experienced the following performance metrics: •2X higher customer loyalty •2X higher productivity •2X lower turnover
- 37. EMPOWER EMPLOYEES – DRIVE CHANGE! • Make search work! Make it work spectacularly! Make it the one place they can go to find literally ANYTHING in your corporate environment! • Use application integration points. business connectivity services and other avenues to allow search to reach into other arears of the business! Make search a compelling and winning experience. • Make your Intranet (read SharePoint site), mobile, anywhere, any device accessible! Drive mobile on the go experience! • The average worker today, will access your environment from no less than 3 to 5 different devices with different footprints. Make it easy to use. • Make sure your Intranet is flexible! Give your users various ways to access content, push content and find content. • Ensure that you are providing fresh, new, dynamic content regularly! Give the users a REASON to come to the Intranet on a regular, routine basis. Stale, static content kills Intranets.
- 38. EMPOWER EMPLOYEES – DRIVE CHANGE! • Quality, curated content. Use good governance. Make sound business decisions about who can publish content, what types of content and when to publish new content. • Make sure you have a good, solid Information Architecture, and navigation. A poor navigation experience makes for a very painful user experience! • Organizational change management and training! Technology is easy. Deploying, implementing, delivering on the technology is not difficult. • But, one of the single most effective ways to drive adoption, engage employees and drive digital transformation from the employee (and technology perspective) is to make SharePoint the linchpin or foundation of an organizational Digital Workplace!
- 39. Digital transformation hinges on four imperatives Engage your customers Empower your employees Optimize your operations Transform your products Systems of Intelligence
- 40. CUSTOMER ENGAGEMENT • Are customers important to digital transformation? • Is customer engagement key? • What comes first, digital transformation or customer engagement? • Does digital transformation drive customer engagement? • Or does customer engagement drive digital transformation? • What does all of this have to do with SharePoint? Why do I as a SharePoint guy, care? What’s in it for me?
- 41. CUSTOMER ENGAGEMENT • Even those who argue that it is not just about customers, will acknowledge that your customers are a key driver and catalyst. • “Although digital transformation is not just about customer- facing functions, it’s clear that in many transformation projects, the customer experience is a key driver and catalyst. In more IT- oriented projects, the same goes for the user experience and user adoption. Actual usage and adoption in fact is essential to make such projects succeed.” • (https://www.i-scoop.eu/digital-transformation/digital-transformation-customer- experience-marketing/
- 42. CUSTOMER ENGAGEMENT • So how does SharePoint fit into that picture? • How is SharePoint, as a technology relevant to the discussion? • After all, don’t most organizations use SharePoint to replace their network file shares and manage document versions? • How does the average SharePoint implementation engage my customer?
- 43. CUSTOMER ENGAGEMENT • I could argue persuasively that earlier versions of SharePoint could be leveraged to deliver quite robust, interactive, engaging and powerful web experiences as a public facing, dot come marketing web site, fully capable of driving power and engaging customer experiences! • This is no longer possible since Microsoft deprecated the web content management feature set and no longer supports SharePoint as a public facing web site platform.
- 44. CUSTOMER ENGAGEMENT • SharePoint can be used still as an extranet portal. • Extranets can and do come in a wide variety of flavors. Extranet is simply a generic term that states the overarching architecture (shared access of an internal resource to authenticated external users). • Extranets or portals can be very specific in function and address a wide variety of application needs.
- 45. CUSTOMER ENGAGEMENT • Some examples are: • Merger and Acquisition Portal • Vendor Portal • Contractor Portal • Dealer Portal • Customer Care Portal • Customer Experience Portal • E-Commerce portal • CRM integration to drive drive customer behavior, interaction or enablement, are things like: • Event Management • Customer Profile Management • Help Desk / Case Management
- 46. QUESTIONS?
- 47. NEXT STEPS • Call me to talk about SharePoint as Transformer • Let’s do a Lunch and Learn • How about a demo of the Covenant Toolkit?