"The company almost fell!" Xiao Li, who worked at a leading domestic call center business outsourcing provider, still has palpitations in his memory.
In the sudden epidemic of 2020, Xiao Li's company encountered difficulties. Because the company's call center seats and equipment have always been in the company, but when the epidemic came, colleagues were forced to isolate at home and could not work normally, and the company's income plummeted. At this time, digitalization saved the company, with the help of Lenovo Rubik's Cube intelligent customer service system, within 2 days to achieve 100% of the agents switched to SOHO mode, Xiao Li and colleagues can achieve the same work at home as before.
This is a microcosm of the acceleration of the digital transformation of SMEs in the past few years, especially after the epidemic. According to the "Report on the Digital and Intelligent Development of Small and Medium-sized Enterprises 2021" released by JD.com, there is a general consensus on the importance of small and medium-sized enterprises for digitalization, and more than 94.8% of small and medium-sized enterprises have given "important" or higher ratings.
A vigorous transformation war has been waged among tens of millions of small and medium-sized enterprises.
Digital Transformation Road Book
However, because of their own characteristics, SMEs are destined to face more challenges than large enterprises in the process of digital transformation, which can be attributed to:
First, the lack of talents, encountered is the lack of transformation talents, the transformation of the foundation is weak and other issues; the second is the lack of funds, transformation costs, insufficient resource investment plague small and medium-sized enterprises; third, the lack of confidence, the uncertainty brought about by the epidemic market expectations make small and medium-sized enterprises prohibitive.
Statistics: 89% of SMEs are in the digital transformation exploration stage, and 8% of SMEs are in the digital transformation practice stage, with significant automation and visualization characteristics. Only 3% of SMEs are in the stage of in-depth application of digital transformation.
The vast majority of SMEs know that the other side of digitalization is ahead, but both the goal and the path to the goal are very vague, resulting in them not, can not, and dare not take steps. In other words, they lack a signpost.
In an interview, Wang Zhong, vice president of Lenovo Group and general manager of the SME customer business group in China, brought this signpost. He said that in the process of in-depth customer research, Lenovo summarized 5 criteria for systematically measuring the digital level of small and medium-sized enterprises: technology, that is, the level of technical planning and application; investment, that is, the use of funds used by enterprises for digital construction and the future budget level; awareness, whether enterprise managers have complete digital strategic thinking; talents, that is, how digital professional capabilities of employees; decision-making, to what extent data is used to guide and improve decision-making, and use data to drive business optimization and upgrading. Build a competitive advantage for your business.
To be honest, these 5 standards are like 5 rulers, and also correct the misunderstanding of the digitalization of small and medium-sized enterprises, that is, digital transformation is a systematic engineering, the transformation of technology is only one aspect, and what needs to be transformed is from the realization of all aspects of action, from top to bottom of the entire organization.
Based on these 5 rulers, Lenovo divides enterprises with digital transformation into 4 categories:
Single-point experimental enterprises, such enterprises have few practical applications of digitalization and are islanded;
Although enterprise managers have a certain understanding of digital transformation, they lack overall strategy and technical guidance, so digital application is limited to local;
Digital-driven enterprises, such enterprises already have a complete digital strategy, business development also depends on digital application and promotion;
Digital-native enterprises, which are the top stages of digital development, enterprises take advanced technology as an operational orientation, and have IT development plans and investments in various business areas.
These four types of enterprises also represent the development stage of digital transformation, from point to surface, and then extend to the depth of the enterprise. From the perspective of quantity, the deeper it goes, the smaller the number of enterprises. As Wang Zhong said, the four types of enterprises show a pyramid-type distribution, and 60% of the enterprises are still in the stage of single-point experimentation and local promotion.
At this point, the digital transformation of small and medium-sized enterprises has a roadmap, of course, Lenovo also gave a roadmap in the survey, that is, 6 scenarios that require digital investment: development scenarios, supply chain scenarios, customer marketing and service scenarios, enterprise management scenarios, efficient office scenarios, and IT operation and maintenance scenarios.
It can be said that the "5-4-6" summarized by Lenovo can be called a road book for the digital transformation of small and medium-sized enterprises, which not only depicts the beauty of the other side of digitalization, but also gives the driving direction.
Digital transformation becomes clear.
Cut the pain point
Friends who travel by car know that having a road book is only the first step, because there will be countless problems on the road, and the same is true for digitally transformed small and medium-sized enterprises, which need a partner along the way.
The association of endogenous and externalized is a suitable choice for this role. The "5-4-6" transformation road book mentioned above is not only from Lenovo's customer research, but also from its practical cognition on the road of growth and transformation. As Wang Zhong said, Lenovo was also a small and medium-sized enterprise at the earliest, growing from 11 people in a bungalow of the Chinese Academy of Sciences to the world's top 500 companies. Since 2005, Lenovo has embarked on a journey of digital transformation, especially in recent years, accelerating the "3S" intelligent transformation of smart devices, intelligent infrastructure, and smart services. This endogenous transformation of digitalization has transformed Lenovo. According to Lenovo's financial report, Lenovo China's 3S new business revenue accounted for 26.6% in the first half of the 21/22 fiscal year.
"As a first-hand witness to Lenovo's china's transformation, we feel empathy for the model upgrade and efficiency improvement brought by intelligent reform to enterprises, and we are really the beneficiaries of the change, and we hope to help more customers complete intelligent transformation in the future." Liu Jun, executive vice president and president of Lenovo Group in China, said so.
Yes, digital endogenous association, while moving towards digital externalization, will export the ability and experience accumulated in digital transformation to help small and medium-sized enterprises better transform.
In the story at the beginning of this article, the Lenovo Rubik's Cube intelligent customer service system that solves the urgent need for Xiao Li's company is a good illustration. The system is endogenous in Lenovo, helping Lenovo China customer service to complete nearly 20 million online service volume with less than 400 people, while externalizing to empower small and medium-sized enterprises, not only for enterprises to solve the epidemic at home, but also to achieve AI + customer service, 60% of customer problems through AI robot self-help solution, but also at any time to monitor customer mood changes, so that communication is more warm.
More importantly, Lenovo's assistance to the digital transformation of small and medium-sized enterprises accurately cuts through the pain points, and the author boils down to three points: one-stop, subscriptionable, and personalized.
As mentioned above, digital transformation is a complex systematic project, not just as simple as buying digital equipment, what SMEs need most is a one-stop turnkey approach. In this regard, Lenovo's "one-stop" solution to provide PC products, intelligent hardware, and smart services directly hit the pain points. Moreover, in terms of contacts, Lenovo has built an all-channel contact point of Lenovo enterprise purchase, Lenovo Baiying smart office platform, and smart business integration store, covering online and offline, one-stop delivery.
In the digital transformation, SMEs most want to deploy on demand, which can minimize costs. Lenovo's "subscriptionable" is tailored for this purpose, integrating the one-time procurement model of hardware, software and services into a subscriptionable service model, and small and medium-sized enterprises can combine subscriptions on demand.
Personalization is also very critical, and the degree of digital transformation of small and medium-sized enterprises is uneven, which also determines that what they need is not uniformity, but personalized services that fit their own stages. According to Wang Zhong, Lenovo provides personalized assistance programs for different enterprises of single-point experiment, local promotion, digital-driven, and digital native, so as to make externalization more targeted.
For single-point experimental enterprises, Lenovo's rich category of smart PCs and smart office solutions accurately cut through the pain points of improving office efficiency. In the face of local promotion enterprises, The IT architecture consulting, cloud/server/workstation, asset management system, etc. provided by Lenovo directly hit the pain points of its lack of overall planning of IT architecture and inefficient management of local business units.
A head of automobile interior and exterior decoration manufacturer transformation experience is very typical, it has many branches and plants in the country, the previous fixed asset management is manual statistics, the error rate is high, in the Lenovo provided by the cost-effective asset management system assistance, the situation has fundamentally changed: the scanning gun real-time collection, summary of data, and procurement, distribution / allocation, maintenance, disposal and other links can also be full life cycle management, Specially developed software compatible with laser printers can print QR codes on metal to solve the problem of inventory of fixed assets.
The call center business outsourcing provider mentioned above belongs to the digital-driven enterprise, and Lenovo, which also belongs to the digital drive, integrates its own capabilities into the DynaSky engine, directly attacking the pain points of such enterprises lacking efficient data management and operation platforms. In addition to the Rubik's Cube customer service system, The MarTech, SalesTech, and smart stores created by Lenovo - Smart Business Fusion Store have also continuously enriched the digital arsenal.
The association of endogenous and externalized is all the way with small and medium-sized enterprises.
Postscript: The "Ferryman" on the Road of Digital Transformation
In the process of investigating Lenovo to help small and medium-sized enterprises in digital transformation, the author has a deep feeling, which can be summed up in three words: willing, capable, and competent.
The digital transformation of small and medium-sized enterprises is called chicken ribs by some ICT manufacturers, because this market seems to be huge, but because the industry, geographical dispersion, and cost sensitivity, it is "tasteless, it is a pity to abandon it". However, Lenovo is willing to do this thing, not only with attitude, but also with action: as early as 2019, it specially established a small and medium-sized enterprise customer business group, and even now there are few large domestic ICT manufacturers that specialize in doing so. In addition, Lenovo also released the "FAST lightspeed engine" that runs through the whole life cycle of small and medium-sized enterprises, and conducted face-to-face and one-on-one digital training and consultation in a variety of ways such as smart China tour and offline customer communication meeting. Among them, the transmission is the responsibility of Lenovo to accompany and help the growth of small and medium-sized enterprises.
Not only willing, but competent. Lenovo's ability and experience in growth, especially in the process of digital transformation, make it a "ferryman" on the road of digital transformation of small and medium-sized enterprises. In my opinion, this is Lenovo's biggest differentiation, which is not only ability and experience, but also rises to the gene. The "5-4-6" road sign is the refraction of the association "competent".
Competent, not brute force, but competent. Unlike some ICT manufacturers to do the digitalization of small and medium-sized enterprises is to copy the practice of large enterprises, Lenovo is a precise service, "one-stop, subscriptionable, personalized" approach can accurately help small and medium-sized enterprises, so as to achieve low cost, high efficiency, and have a strong sense of experience.
"The digital capabilities of enterprises are gradually established from the solutions of specific scenarios." Wang Zhong's words to those small and medium-sized enterprises that are undergoing digital transformation, do not shrink back in the face of difficulties, jump into the situation, solve the problem is the right choice, and on the road of transformation, they are not alone, and there is a willing, capable, capable, and capable Lenovo partner.
"If fate were a lonely river, who would be your ferryman?" This sentence in the well-known best-selling novel "Ferryman" is touching, for small and medium-sized enterprises trapped in digital transformation, what is most needed is lenovo such a "ferryman", "ferry yourself" in the process of accumulating ability and experience, so more understanding of small and medium-sized enterprises, more "ferry people".
The spring of digital transformation of SMEs is here.