The Challenge of Digital Transformation

Ivan Vaqué, CEO of FORCADELL, reflects on digital transformation and how to approach it to continue improving and responding to client needs.

The word digitalization is often confused with the simple act of moving tasks from paper to computer, but real digitalization involves a profound transformation of processes and workflows. The key is not only to apply technology, but to transform how the work is done and, even more importantly, how people adapt to these changes.

This is the most difficult part of the process: the transformation of people, since we naturally tend to resist change. Technology advances very quickly, but people change much more slowly. In my opinion, the key word is not “digital,” but “transformation.” And this transformation is the biggest challenge.

Digital Transformation Starts with Small Actions

At FORCADELL, we have achieved some important technological improvements that have had a positive impact; even small improvements have been very effective and impactful.

For example, document digitization with OCR (optical character recognition) systems, which allowed us to reduce the time for managing settlements from three days to three hours. Other advances include digital signatures, migrating servers and PBXs to the cloud, and using tools for video conferencing. These are changes that are quick to implement, with a relatively low cost and immediate return. For example, the improvement in processing time and material savings (paper, consumables, etc.) has been immediate.

However, we are also working on more ambitious projects, such as adopting new CRMs with AI, creating digital services, and implementing software to optimize workflows. These projects require much greater investment of time and resources, with longer-term results.

It must be said that digital transformation, for me, starts with small and tangible actions that are easy to implement and offer quick results. These small improvements not only transform processes but also help people overcome resistance to change and prepare them for larger and more disruptive projects.

The Importance of Data Analysis

Today, it is evident that data is one of the most important assets of any company. Proper management of this data can greatly help offer better real estate service to clients and ensure the smoothness of processes.

This analysis can help track costs and assess the productivity of our operations. Through key indicators and result comparisons, we can identify areas for improvement and make informed decisions. It also helps identify bottlenecks in processes such as incident management, improving response capacity and the service offered. In this regard, at FORCADELL, we are working hard to develop simple dashboards that offer a clear, real-time view of key data, such as incident resolution time, to monitor client service.

Furthermore, it is important to highlight that data is the foundation of our current decision-making, but it also plays a fundamental role in preparing for the future. In the present, it helps us improve client segmentation, optimize processes, and adjust the commercial strategy. In the near future, with the application of artificial intelligence tools, we will be able to use data to make more accurate predictions, eliminating hypotheses and further improving decision-making and the offering proposed to the client.

Although we are still working on it, FORCADELL’s experience confirms that data analysis is one of the essential pillars for transformation and growth.