WW and StubHub | Two Digital Transformation Success Stories

  • May 14, 2019,
  • By Jay Hinman

Far too often, we hear a narrative shared about digital transformation around the fact that the process can be grueling, complicated and exhausting. One doesn’t have to look far to find stories of failures, missed timelines, exploding budgets and general aggravation with the process of modernizing an organization through technology.

Of course, that narrative only tells one side of the story.  In fact, many stories of digital transformation are stories of success. Stories of challenges and complications might provide instructive “what not to do” bullet points, yet stories of success should also be highlighted and understood.  Why? Because digital transformation is about seeing what’s possible and making it real. Many organizations and enterprises are doing exactly that: mapping out their own plans for the future and then making those plans a reality. What’s more exciting than taking an idea and seeing it manifest in a true evolution for your business?

Here are two success stories of digital transformation from companies that have proven time and again that adapting and embracing technology is a great way to not merely remain competitive, but to lead a given market sector.

Weight Watchers

As more and more consumer-focused weight loss brands came to market near the turn of the 21st century, Weight Watchers continued to operate as a well-known market leader in the space. Yet increased competition and greater consumer access to the internet meant that the long-standing model of meetings and food booklets had to evolve. The Weight Watchers team committed to embracing a digital experience, not merely as a way to stay close to customers, but also as a way to advance the quality of their services and products.  Like many successful transformations, embracing and implementing new ways of doing business remains a work in progress for the company now known as WW.

For example, this past March, WW launched an application called Wellow that enables clients to manage weight loss goals via voice commands on Google Assistant and Amazon Alexa.  The application also lets users locate calorie information and recipes. This application lets WW essentially live “in the kitchen” with customers, being more a part of their food and dining experiences.

Internally, WW has completed a migration to the cloud for both internal workflows and customer experience applications.  Moving infrastructure to the cloud means that both the services provided to customers and the tools used by employees are more robust but less expensive to manage and maintain. As a result, the company is able to remain agile in the market and respond to challenges and opportunities alike with speed.

WW has transformed themselves time and time again since their founding in 1963, maintaining a reported four million members today. With a newfound embrace of digital transformation, the organization is likely to see continued success for decades to come.

StubHub

As ticket sales for sporting events and concerts moved online, StubHub was one of many companies to emerge and meet a market need. Yet in a hyper-competitive space with companies like Ticketmaster entrenched with venues, how could StubHub stay relevant? The company recognized that the customer experience on both website and mobile application depended a great deal on speed. If a ticket seeker found the experience to be slow, they might choose a competing platform and never return.

As a result, StubHub embraced automation capabilities and utilized a hybrid-cloud solution. The company crafted an infrastructure that utilizes the Google Cloud to address traffic spikes and unforeseen demand, as well as on-premise infrastructure for greater control of payment processing and ticket delivery. As a result, StubHub is able to seamlessly – and quickly – list and sell tickets and process payments in 44 countries around the world. To provide customers with a better understanding of what they’re purchasing, StubHub also recently added immersive 3D viewing capabilities into its mobile iOS app that allows seat seekers to actually see the view from the seats they’re considering purchasing tickets for.

Lag and latency at any point of the ticket buying experience might have spelled doom for StubHub. Yet by embracing the potential of the cloud and by keeping customers first, the company remains a market leader in the online ticketing space.

Getting Help With Your Transformation

Often digital transformation is only observed by what it means outside of a company’s walls. Yet many times the most significant advancements are made internally, where workflows and processes are bogged down by too many steps and too many ill-advised roadblocks. One critical “inside” area of your enterprise that is likely in desperate need of digital transformation is your vast approvals processes. Multiple logins for dozens of applications as well as numerous approval types and complex workflows can be frustrating and time-consuming for your employees. Additionally, approval requests getting lost in email and overall slow approval cycles that can result in delayed collections, late fees, compliance risks and dissatisfied employees, can cost the organization in more ways than one.

With Capriza ApproveSimple, your current legacy systems and applications are managed with a single approval interface that eliminates much of the friction you’ve begrudgingly grown to live with. No more remembering multiple logins or having to check multiple systems, no more wasted time simply trying to keep approvals on track. From purchase orders to timesheets and everything in between, your approval process has never looked better.

Request a free trial of ApproveSimple or contact us today for more information on the first step of your digital transformation.

Jay Hinman

Jay Hinman is the VP of Marketing at Capriza, focused on helping organizations achieve greater business agility and faster decision cycles by accelerating approvals.

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