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Digital Strategy

Realizing the value of digital technologies


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From Web and mobile eCommerce to social media and digital content management, digital technologies have fundamentally changed the way business operates. They are providing new market channels, supporting flexible collaboration, driving operational velocity and improving the overall user experience.

From start to finish, Deloitte strategists act as "functional stewards" to guide you throughout your digital engagement. They help you evaluate where and how you can effectively deploy digital approaches, with a focus on:

  • Ideation: what your enterprise can potentially achieve through digital technologies
  • Analysis: how your business can specifically embrace this change, operationally and financially
  • Enablement: which platforms, tools, architectures and holistic approaches can enable your digital transformation

Deloitte works with you to create and get ready to execute a prioritized roadmap that targets high-impact, lower-risk areas first. In that way, you can build on early implementations and move forward iteratively to meet your longer-term digital initiatives. Learn more about the offering.

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Learn more about the offering

The need for digital advantage
From Web and mobile eCommerce to social media and digital content management, digital technologies have fundamentally changed the way business operates. They are providing new market channels, supporting flexible collaboration, driving operational velocity and improving the overall user experience.

To adapt and stay competitive, organizations should ramp up their digital efforts. At a minimum, early adopters should work to enhance select sales enablement or customer-facing activities—or risk missing out on productivity, service and cost-savings benefits. At companies with more digital experience, gaining additional business advantage calls for even greater efficiencies. To achieve this, they should integrate and extend the use of digital technologies beyond initial deployments and into other operational areas. But this gets tricky if organizations have invested in siloed digital solutions and lack a clear plan for tying everything together.

Through our Deloitte Digital Strategy service, we can help you meet your business goals for digital wherever your challenges reside. By looking at your enterprise holistically, we can help you to determine which digital approach to deploy—and how to effectively deploy them. This approach allows you to develop a digital strategy that maps to your specific B2B, B2C, or B2E requirements. At the same time, it gives you a prioritized, but flexible, way to implement digital solutions for business value and transformation.

Moving forward with confidence
Sometimes organizations hold back from embracing digital technologies without really examining the reasons why. They may think the undertaking is too complex, with too many solutions to choose from. Or that the potential costs and risks of a full-force deployment will run too high.

The truth is, depending on your environment and the extent of your operational demands, it can take a significant effort to integrate digital capabilities. The good news? Deloitte can help you start small, but smart. By providing in-depth knowledge and insight, our strategists can guide you through an incremental solution roll-out to reduce costs and mitigate risks as you introduce digital technology.

How we can help

From start to finish, Deloitte strategists act as "functional stewards" to guide you throughout your digital engagement. They help you evaluate where and how you can effectively deploy digital approaches, with a focus on: 

  • Ideation: what your enterprise can potentially achieve through digital technologies
  • Analysis: how your business can specifically embrace this change, operationally and financially
  • Enablement: which platforms, tools, architectures and holistic approaches can enable your digital transformation

Our strategists collaborate with you to gather and assess this information, applying Deloitte's domain knowledge of digital strategies along the way, including:

  • Mobile
  • Social
  • Web
  • Digital Content Management
  • Digital Enterprise Resource Management

This understanding, combined with technical know-how, gives them a solid foundation for building and implementing a digital strategy that aligns with your business needs. The following activities and deliverables can be incorporated to support this process:

  • Workshops
  • Roadmaps
  • Concepts
  • Operating Model
  • Business Case
  • Prototypes
  • Architectures

Deloitte works with you to create and get ready to execute a prioritized roadmap that targets high-impact, lower-risk areas first. In that way, you can build on early implementations and move forward iteratively to meet your longer-term digital initiatives.

Why Deloitte Digital?
A well-defined digital strategy is essential to achieving value from any digital solution. Deloitte Digital is uniquely qualified to help you establish one. Here's why:

  • An experienced advisor. We marry deep technical and industry knowledge with enablement and execution for time-tested business results.
  • A talent for digital. We employ nearly 500 digital strategists and specialists worldwide and can tap into an even larger pool of global business consultants to provide industry-specific guidance and recommendations.
  • A demonstrated approach. We follow time-tested methodologies that leverage agile development techniques to assess your current capabilities, identify gaps and develop a customized future-state architecture and implementation plan.

Bottom-line benefits

Digital technologies can help organizations keep pace with the speed of business—and often take the lead. Deployed as part of a broader digital strategy, they can provide you with real opportunities for gain, including:

  • Substantial cost efficiencies by directing customer service and care toward lower-cost digital activities
  • Greater productivity and business agility by providing convenient smart device access to critical applications
  • Increased revenue growth by opening up new digital-based business channels or through faster and improved collaboration with partners

Three ways to get more value now

Through Deloitte engagements in both the traditional and digital solution spaces, we've gained valuable insight into what works and what doesn't. Here are some time-tested tips:

  • Start in a mature area. Organizations have been applying digital technologies to certain functional areas for several years due to the immediate impact they can make on decision making and process improvement. For example, functions such as business intelligence (BI) and analytics can be integrated with digital technology to tap into data streams generated by social business. Enabling web-based or mobile approval processes is another area favored by early digital adopters. Like BI, it provides a faster-to-implement, lower-risk approach to demonstrate value and build support for future digital initiatives.
  • Don't attempt to "mobilize" your desktop applications and experiences. Before you bring digital capabilities to your existing applications, you need to rethink how users interact with them. While a point-and-click approach may have previously worked well, they may need to "touch, swipe and speak" to stay productive in today's environment. At the same time, you should be aware that mobile is more about discrete tasks. So, the more you can simplify a process or workflow, the better it can function in the mobile world.
  • Start executing immediately. Given the fast uptake of digital technologies, it's important to get started now. By following an approach that lets you start small and employs an iterative process, you can gain strategic flexibility by moving forward with your "no-regrets" initiatives and assessing the impact on your organization. Afterwards, you can make specific adjustments to improve the overall effectiveness of digital technologies based on your enterprise operations and infrastructure.

Deloitte is ready to help your organization tap into the potential of digital technologies. If you begin today, you'll be one step closer to achieving impactful, ongoing enterprise transformation.

Digital Strategy in action

A provider of B2B office-product solutions engaged Deloitte to help the company redefine and implement its multichannel contact center processes while incorporating industry-leading practices for customer service and telesales. Specifically, the company wanted a solution that could consolidate complex transactions and data from multiple systems into a single user interface (UI) for an improved customer experience via phone, email, online chat, or fax.

We helped the company replace their existing system with an approach that paired an intricate back end and a CRM application with an intuitive, agent-facing UI that is integrated with a one-click 360-degree view of the customer. Since then, the retailer has experienced a 66-percent increase in agent productivity. And because it now takes 60-percent fewer clicks to complete calls, the streamlined process has enhanced customer satisfaction.

Deloitte Digital
Deloitte Digital combines convention-challenging creative with trusted business and technology skills to define and deliver tomorrow's digital business. From B2B, B2C, or B2E, we deliver strategy, mobile, web, social, digital content and digital ERP solutions to help strengthen your brand and evolve your business.

As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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