The digital revolution has been with us for more than a generation now. But it’s still very much an ongoing process which continues to transform businesses, delivering efficiencies and changing the way we work. For many companies there remain significant opportunities to boost productivity and adopt best practices. In fact, if anything, the need to adopt new technologies is growing.
“Now is the moment – because the pressure to adapt has never been greater,” says Oliver Steil, CEO of TeamViewer, the digital workplace company. “In times of economic uncertainty and rapid technological disruption, businesses can’t afford inefficiencies, downtime or talent gaps.”
He is not alone in thinking that way. According to research conducted for TeamViewer*, 78% of about 600 senior business leaders interviewed said some form of digital transformation was a top priority over the next two to three years. Moreover, they viewed digital transformation as fundamental to business success across a number of metrics ranging from innovation to staff retention.
The need to go digital is particularly acute in areas we may not think of as obviously tech-enabled. Employees in roles ranging from customer-facing retail to utility maintenance could see their roles transformed and their productivity boosted. Digital transformation can mean they are better connected, have access to far richer information wherever they are and feel genuinely empowered. This, in turn, delivers benefits such as improved engagement and lower staff turnover. It is a great opportunity for businesses and their people.
So, what are some of these technologies? One is augmented reality (AR). Workers who use AR software on mobile devices can access immersive support and tangible information in real time. By using wearable computing solutions like smart glasses, they can even keep their hands free to continue their tasks. The glasses can be voice-activated, so staff such as manufacturing workers and hospital technicians can view information while handling machinery.
An example of an augmented reality (AR)/extended reality (XR) platform is TeamViewer Frontline, which delivers information directly to the individual. “In logistics, this is transforming warehouse operations by replacing paper-based processes with visual guidance,” says Steil. The information can be provided via smartphone, tablet or glasses.
“DHL and Coca-Cola HBC are using Frontline to optimise their warehouse picking processes, leading to increased efficiency and a significantly reduced error rate,” he says.
A previous study found that inexperienced employees who used AR rather than instructions on paper performed 37% faster. What is more, AR-enabled devices cut training time because they make learning by doing so much more intuitive. “Digital tools can help close the skilled-labour gap by enabling faster onboarding, better training and instant access to remote expert support,” says Steil. “In sectors like healthcare and manufacturing, AR and XR-powered workflows allow even new employees to perform complex tasks with confidence, thanks to step-by-step digital guidance.”
AR and XR may be some of the most eye-catching of TeamViewer’s technologies, but there are plenty of others. Remote support tools enriched by artificial intelligence (AI) turn data into documentation and feed it into a knowledge database, so the next time the same issue appears, the solution is available right away. CoPilot gives support by accessing the knowledge database, giving real-time advice to help solve recurring issues.
Because TeamViewer’s background is in remote connectivity, it can help with physical complexity too. It does this by building bridges across geographies, enabling access to devices of any kind across the globe, making expert support available remotely and improving efficiency through digital workflows. This is no longer the preserve of multinationals – it’s increasingly important for smaller businesses too. SMEs in the service sector will often work across multiple continents, and small manufacturers will frequently have suppliers and customers all over the world.
As Steil notes, all of this is taking place against a background of accelerating change in spheres ranging from tech to geopolitics, which means businesses have to run to stand still. “Customer expectations are rising, supply chains are more complex, and new technologies like AI, AR/XR, and real-time data analytics are becoming not just available – but essential to staying competitive.”
TeamViewer’s research found that 72% agreed their organisation is utilising new technologies such as AI and AR to automate workflows. Even so, less than a third of businesses (31%) are completely satisfied with their digital transformation progress. The obstacles they cite are incomplete roadmaps or strategies, and a lack of internal data for monitoring digital workplace experiences and employee buy-in. Staff need to be upskilled, data security and privacy need to be addressed, the leadership teams need to be on board and an increasingly volatile international business climate needs to be anticipated. To deal with this, businesses need trusted partners who can help them keep up with an ever-more complex world.
As Steil says: “When done right, the benefits of digital transformation are significant. Companies that hesitate risk falling behind in a market where speed, agility and resilience are critical.”
*Bloomberg Media and TeamViewer: the Workplace Reimagined research study conducted by MTM
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