The interviewees mentioned that their biggest accomplishments for the last year were growing and improving their online store and moving to an electronic signature system, which saves time and helps to get rid of paper flow. The companies had experience of carrying out a practical service design case based on customer needs, utilizing tools like VR (Virtual reality) and BIM (Building Information Model) solutions.
The main investments for now are developing data systems, developing online services, launching online store, improve interactions with customers, update project management processes, creating BIM solutions and investing internal operations such as IT services and registers. The interviewees are also planning to test the software robotics in backend functions over the next year.
The interviewed companies have noticed that they need to get more out of existing machinery, people and premises, to stay cost effective and competitive. This is an internal driver for them, leading to investments in more efficient processes and automation tools. An important competitive advantage for businesses is the emphasis on customer experience. The interviewees have identified a change in customer behavior. Nowadays customers appreciate more convenient and easy-to-use electronic services, around the clock.