Now that we’re on the other side of the pandemic, we’re seeing the benefits of rapid digitization over the past year. It was a positive outcome from a dark time in the world and it will ultimately help our recovery. Many industries found new ways to reach customers during the pandemic, even when their business model relied on personal service.
The most obvious personal industry is healthcare, which has gone through a digital transformation with the help of healthcare technology companies with nursing innovations like telehealth services. One such company, SRS Web Solutions Inc., was founded in response to the shortcomings in the healthcare industry. CEO Samad Syed’s experience with outdated health processes after major surgery forced him to find a solution. He encountered the fragmented and isolated healthcare system with communication gaps between departments and the tedious paper processes that were prone to human error. He saw the market’s need to make healthcare more efficient – and then set out to do better.
Now SRS Web Solutions Inc. is bringing digitization and remote access to another personal industry: dentistry. While medicine has been working on digitization in recent years, dentistry was still largely paper-based and personal.
Most dental practices today are run by individual entrepreneurial dentists or small groups of dentists. Around 77 percent of all dentists had their own practice in 2017, according to the American Dental Association. SRS Web Solutions enables dental practices to digitize their processes cost-effectively and keep pace with the rest of the healthcare industry. Their platform, mConsent, focuses on enhancing the customer experience through technology – digitizing patient admission forms, insurance reviews, and enabling remote video consultations.
What we can learn from Syed’s story is that if entrepreneurs want to be successful, they should try to use technology to improve the customer experience. This includes making things more efficient, convenient, and safer; In short, better for people. Entrepreneurs in any industry can apply this mindset by asking which areas of their industry are most in need of innovation. With the switch to the digitization of personal companies, we can look at three areas here to take a page from the history of Syed and apply it across industries.
Automate essential everyday practices
Digitization streamlines lengthy processes and enables employees to focus on care. In dentistry, this procedure has been remarkably effective in terms of efficiency. Dental care providers have been able to automate key paperwork – mountains of admission forms – saving healthcare professionals time and allowing them to focus on point-of-care visits and patient treatment.
Whether you are an entrepreneur in the dental industry or not, automation is most effective when applied to everyday processes. Whether you’re filling out paperwork for customers or saving documents to refer to later, digitization can improve the accuracy of smaller tasks and enable employees to be more customer-centric.
Meet customers where they are
During the pandemic, digitization made it easier for companies to reach their customers by providing alternative platforms for interaction. After the pandemic, that still sounds true. Many of us have seen changes – or even major changes – in our routines, and some of those changes are part of our new normal. Digitization and virtual meetings make it possible to reach customers even when their new normal is a long way off. We have seen this increase across industries and the dental industry is catching up.
Similarly, it’s important for business owners to evaluate the best places to meet their customers – especially for personal businesses. Dentists have put systems like mConsent in place to make this possible for their clients, but they know that a hybrid system is required – you can’t perform a root canal remotely. For other personal businesses, getting to know customers through digitization can mean reach in social media or an online order with in-store pickup.
Make sure customer data is safe
In our digital world, it is important that customer data is protected. To embrace digitization and promote a positive customer experience, business owners should ensure that their technology-based processes are safe and secure. For healthcare providers, special care must be taken to ensure that all digitized processes comply with industry standards such as HIPAA.
But even if your industry doesn’t have a strict data protection regime like healthcare, it’s imperative that customers know they can trust you with their information. When looking for digital tools, prioritize data security and make sure customers know their information is safe. Transparency is the key to business success in a digital world.
Digitization has changed the way we do business and entrepreneurs need to take this into account in order to stay at the forefront in their industry. Companies like SRS Web Solutions have shown us that digitization can change any industry and make the customer experience more powerful, even if they are miles away. Entrepreneurs who identify a void in their industry and innovate to fill it by transforming the customer experience will win the lion’s share of the business over the competition – and that’s something to smile about.