In recent years, discussions about digital transformation have taken a prominent place in almost all sectors, from small family businesses to large multinational corporations. There is talk of automation, in artificial intelligence, in the adoption of cloud platforms and disruptive business models that prioritize the use of data
However, when we look more closely, we realized that many of these initiatives, although important, end up being implemented in a compartmentalized way, that is, each department tries to solve its own demands in an isolated manner. This raises a fundamental question: can we consider that we have already reached the era in which all corporate processes are effectively digitized
To better understand the current scenario, it is necessary to differentiate digital transformation itself from end-to-end process digitization. The first is related to the adoption of technologies that, in a way, they modernize the organization and bring significant improvements, such as marketing automation or the use of tools for data analysis. The second, in turn, requires a systemic view, able to unite the workflows between different sectors and create a cohesive and 100% digital process chain
The big question here is that, many times, digital transformation itself is seen as a large umbrella, but, if there is no effort to integrate these solutions, the result may be just a collection of "digital silos", where each department operates with isolated tools, without any continuous communication with the rest of the company. In this way, the digitization of processes – understood as the ability to replace manual flows, papers, rework and information gaps through secure and reliable digital routines – it is still far from being a reality for many organizations
Digital transformation in silos
Some argue that digital transformation in silos is just an initial step. That is to say, it is normal for departments like sales, marketing or IT should be the first to adopt advanced solutions, since the demand for technology in these sectors tends to be more urgent. However, the problem arises when these initiatives do not communicate and do not follow a strategic growth plan. It's like having a state-of-the-art engine in a car with bald tires: the most modern part doesn't guarantee that the whole vehicle will run well, because there are critical components that did not receive the proper attention
It is very common, for example, we will see companies investing heavily in CRM platforms to improve customer relationships and, at the same time, maintain payment processes, billing or even human resources in a manual and disconnected way. These disparities create bottlenecks that, at the end of the day, they can undermine the effectiveness of that CRM tool, because the data ends up not being synchronized with the financial area or with the operational area. Thus, the organization cannot have a single view of the customer or the processes, and the use of data for decision-making is compromised
Digitization of processes and integration: why this is important
Imagine a company that still deals with a multitude of paper documents, requiring that each one be manually signed by various instances, after being digitized and archived in different systems. Now, contrast this reality with another, in which the documents are born digital and go through an automated approval process, automatically notifying the responsible parties at each stage, storing previous versions and allowing electronic signatures with legal validity. In this second scenario, not only is the processing time drastically reduced, but you also gain in safety, traceability and regulatory compliance
The great advantage of digitizing end-to-end processes is not just in the reduction of operational costs – although this is a relevant factor –, but rather in the creation of an integrated ecosystem that allows for more agile decision-making based on reliable data. If each department uses isolated tools, it becomes much more difficult to compile information to generate insights about the overall business performance. When the processes are unified, the data can be collected, treated and analyzed in real time, opening up space for predictive analyses that help anticipate problems and identify opportunities
Another great advantage is risk mitigation, especially in a scenario where information security and data privacy are increasingly regulated by legislation such as the LGPD in Brazil and the GDPR in Europe. When a process is digitized, it becomes easier to implement encryption policies, automatic backup and access control. This considerably reduces the likelihood of leaks, loss of documents and frauds. Furthermore, legal compliance becomes easier to demonstrate before regulatory bodies, since all interactions are recorded and auditable
We cannot forget the impact on the customer experience, both internal and external. End customers tend to value companies that offer quick and efficient interactions, without requiring them to fill out paper forms or make endless calls to resolve pending issues. On the other hand, collaborators also benefit from lighter workflows, that eliminate rework and handling of physical documents. This improves internal satisfaction, productivity and even talent retention, because professionals who work with updated technologies have the feeling of being part of an innovative organization
Paths to effective digitization and future perspectives
One way to approach this scenario is to understand that the digitization of processes should be a comprehensive corporate project, that involves all leaderships and, ideally, have direct support from C-level (such as CEOs, CFOs and CIOs
This ensures that the migration from analog to digital is driven not only by the will of one department or another, but as a strategic value that permeates the entire organization. In the same way, this top-down support helps to overcome potential resistance and to prioritize investments more consistently, what greatly facilitates the adoption of new platforms and methodologies
Once the digitization process is part of the business strategy, it's time to put the plan into action. The first step towards effective digitization is to map the entire process chain, identifying bottlenecks, redundancies and automation opportunities. This requires consulting work or internal teams that have a deep understanding of each stage of the business. Without this diagnosis, there is a risk of investing in tools that do not align with the actual needs of the organization. Next, it is essential to prioritize the processes that generate the most value or that have the greatest impact on customer satisfaction. This prioritization helps to demonstrate faster results, creating a culture of trust and engagement around digitalization
Another important aspect is the choice of scalable technologies. Opt for solutions that offer integration via APIs, for example, allows companies to add new modules and features as demand grows. In this way, it avoids the problem of creating new "digital islands" that, once again, they do not talk to each other. Furthermore, it is necessary to look closely at the data architecture, ensuring that there are standards for information storage and governance. Without these precautions, the company can end up with a huge volume of data that brings no intelligence to the business
Cultural change cannot be overlooked either. Effective digitization requires that managers and employees understand the benefits of this transformation, abandon the mindset of "we've always done it this way" and be willing to learn continuously. Invest in training programs, workshops and internal communication are essential to break down barriers and promote adherence. Furthermore, it is recommended that there be constant monitoring of metrics that demonstrate the value of changes, how the reduction of time in certain processes, the economy of resources and the increase in customer satisfaction. These indicators provide concrete evidence that the chosen path makes sense
As for future prospects, it is worth considering that the digitization of processes is just the foundation for even more transformative innovations. Once the company has fully digital workflows, you can explore artificial intelligence solutions, robotic process automation (RPA) and predictive analytics. With AI, for example, it is possible to automate complex tasks and even create systems capable of making decisions based on machine learning algorithms. An RPA, in turn, can handle large volumes of repetitive tasks, freeing up employees for more strategic roles. Predictive analysis allows for anticipating trends and behaviors, enabling the company to be proactive instead of reactive
The complete digitization of processes also paves the way for new business models. Companies that previously relied on manual processes to interact with customers and suppliers can, when digitizing, create completely new products and services, focused on digital experiences. This creates competitive advantages and can even allow entry into global markets, especially when the technological infrastructure is prepared to scale and meet demands from different regions. For example, e-commerce has exploded in recent years precisely because value chains have largely digitized, going far beyond just creating a sales website: it involves integrations with logistics systems, payment, data analysis, automated marketing and customer support
In summary, the answer to the question "have we already reached this stage of process digitization?"it still is "depends"". There are companies that have already made significant leaps and can take pride in having an almost fully integrated supply chain. Others are still crawling, caught in fragmented routines and departmental silos. The common factor, however, it is the awareness that the market will not wait for those who are late. The competitiveness, the efficiency and even the sustainability of a business go hand in hand with the ability to comprehensively and integratively digitalize processes. Thus, more than a trend, digitalization ceases to be a choice and becomes an obligation for those who wish to thrive in an increasingly marked world by innovation and the speed of change
