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digital transformation


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“Every digital transformation is going to begin and end with the customer, and I can see that in the minds of every CEO I talk to.” – Quote by MARC BENIOFF, CHAIRMAN AND CO-CEO, SALESFORCE.

Digital transformation is two words on the lips of most businesses these days. What does it actually mean? Here is a calibrated definition that will put things into perspective. It is the process of utilizing digital technologies to make new — or amend current — business processes, culture, and client experiences to match evolving business and market needs. It goes beyond traditional profiles such as like sales, marketing, and customer service. The shift from paper to tech via digital tools & apps gives us an opportunity to construct a fresh new approach to business, clients, and life.

Digital transformation is playing the role of a catalyst of change. Businesses are transforming themselves and new types of businesses are being launched, bringing new avenues of employment. The need to go digital is making businesses look inward, reflect and make hard choices. Everything is up for scrutiny from internal systems to the ways a business interacts with their client base.  

An important role in the digital transformation of a business is a reflection of the current state of affairs. An honest reflection can lead to strategic decision making and planning (with the able assistance of a good tech partner/vendor) for the future road map of enacting digital transformation as per the needs of the company. One good example is customer service. The fierce competition in every vertical is forcing companies to shake off lethargy and become pro–active.  Earlier companies were complacent in the sense that they waited for clients to come to their doors. Now there is a radical shift in the mindset thanks to the advent of social media channels.

Companies with an eye on the future are enthusiastically reaching out to customers pro – actively using the myriad social media channels such as Facebook, Instagram, Twitter and Snapchat. The businesses realise that they have to be where the clients & leads are and engage with them on their terms. It has become the preferred mode of communication and offers scope for relevant messaging. Relevant messaging plays a big role in converting leads into clients & eventually informal brand ambassadors. Moulding the offering of a business to embrace social channels is a good example of digital transformation.

Mr. RS Maan, Director of Codleo says “Digital transformation is no longer an option. To survive stormy waves, companies must ride the digital transformation tsunami”. This quote sums up what most people are saying and feeling.  These mediums of social communication include service and marketing, bound by a digital platform that obtains client information, curates individualized journeys, and directs client questions to the concerned team.

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About the Author

RS Maan

Maan joined Salesforce Ecosystem in 2008 with entry of Salesforce in APAC region. He worked on many of the underlying Salesforce Products & it’s functionality, including Heroku, Chatbots, and Einstein before leading Codleo Consulting - Leading Partner of & In his spare time, he immerses himself in travel, books and spirituality.

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