Challenge: Assessing the impact of digital transformation on an operator’s organization and employees
Our client, a telecom operator, has been driving the digital transformation of its business for several years. Wishing to measure the impact of this transformation on its organization and employees, the HR teams asked Sofrecom and Orange Consulting, partners on this project, to carry out a dedicated study.
Methodology: Document analysis, interviews, and impact modeling
This study was conducted in three stages:
- First, our consultants assessed the state of digital transformation over the past five years. They analyzed more than 250 internal and external documents and reports and conducted over 40 interviews at all hierarchical levels, engaging with customer relationship experts (sociologists, ergonomists, customer relations managers) as well as field staff (such as store employees and managers). The internal and external data were structured around four key areas of reflection and transformation: new ways of working, process digitalization, customer relationship digitalization, and employee support.
- In the second phase, our consultants designed a model to assess the impacts of digital transformation on the company. This model comprises three categories of impacts:
- Performance, business, and the operator’s image
- Skills
- Operating methods
- By cross-referencing the impact categories with the transformation axes, our consultants identified the 20 most significant impacts for the company and/or its employees.
3. Finally, our consultants assessed the operator’s maturity for each of the 20 identified impacts and provided recommendations.
Result: Identifying priorities and recommendations for the next stages of the digital transformation
This seven-month mission enabled the operator’s HR teams to clearly understand what digital transformation truly represents for the company’s various employees, and what advantages and disadvantages they perceive after several years of change. With this knowledge, our client can confidently prepare the next steps in its transformation by focusing on priority actions, fully aware of the impacts on staff and the pitfalls to avoid.
