BCA MARKETPLACE digitally enabled and could continue to do their role , he said . “ A lot of this was already in place but not for everybody if they were going into the office or workshop every day .
“ Secondly , it was to look at the areas of the business and technology that were being impacted or needed to change as part of the response to COVID-19 . As part of the action plan we had a number of areas that we were looking to address as part of our transformation such as CRM and adapting our products . But we quickly had to establish how we needed to accelerate them to fit in with the requirements from a pandemic perspective .
“ For example , we knew we had to transform our CRM processes and technology . We knew that they had to be accelerated because that would be a key enabler for us as part of the pandemic timeframe . It forced us to look at areas we hadn ’ t identified as part of our action plan , but we knew we would have to rethink as the pandemic was so disruptive . Examples include , moving our payment processes online , looking at areas like
open banking , which we didn ' t have on our roadmap , that could significantly impact the customer experience .
“ Thirdly , it is looking at all the pressures and demands that a digital transformation plan has on the underlying infrastructure and architecture as transactions and activities move online . Having a robust , resilient , scalable infrastructure is key to success . Doing that complete assessment in light of COVID was critical .
“ At the beginning of the year we created our three-year strategy which takes into account our original action plan , coupled with all the lessons we ' ve learned from COVID and the subsequent changes and additions we need to support digital transformation .”
Teagle pointed out what has amazed him during the past year is the speed of change which he says has been “ unpredictable and challenging ”.
“ The amount of change and the speed that we ' ve had to deliver in such a short space of time has really been a game changer . It ' s a team effort to be able to do that but it
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