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Digital transformation is about how you reinvent and innovate your products, services, optimize your processes, and empower your people to create value for your customers and maintain a competitive advantage in a digital-first world. Normally in companies, there are dozens or hundreds of business processes. Many of these business processes present opportunities for improvement, either because they are slow or obsolete or because they do not collect all the data currently required, they do not involve all stakeholders, or the software that supports them is obsolete and the data is stored in information silos. There are business processes that do not respond to current reality and others that are more complex than necessary.

FIGURE 2.2 Combination of Dynamics 365 Power Platform with other components

Source: Used with permission. Created from a presentation that was given at Microsoft Ignite.

The negative impact of these business processes includes wasteful time management due to manual processes, manual or lack of integration between two systems, and in some cases systems prone to human error, which overall leads to a negative customer experience or demotivated system users. Efforts to improve business processes are costly in time and resources, especially if we think of business processes that involve various channels, systems, and areas of the company. It is also costly in time and resources to keep these processes up to date, to be prepared for constant changes, new products and services, new channels, technologies, sales methods, and market conditions.

Part of the digital transformation refers to the improvement of business processes, to improve the value proposition toward the client, improve the experience of the client, and also of the users, so that it is transformed into a better service. In other words, within the digital transformation strategy of a company, it must be considered a high priority to make key processes more efficient for customers and employees of the organization. Customers and employees expect fast, modern applications that can be used on mobile devices, and that are safe and easy to use.

Automation is not a choice any more but is a compulsion in today's digital age. Customers are not willing to listen to the justification of a business working in silos that are not integrated. Businesses cannot justify lost opportunity due to lack of a holistic view of the customer and their preferences when other businesses are disrupting the market and predicting real-time opportunities and increase of sales efficiently and repeatedly with the knowledge of data.

The Microsoft platform allows you to design and implement business processes that involve different technologies, integrations, channels, and types of applications, without the need to develop code. Microsoft Dynamics 365 and Microsoft Power Platform help to improve and make more efficient business processes in different ways:

 It natively contains a series of processes already included in the different products, whether for sales, marketing, customer service, logistics, purchasing, manufacturing, among others. These processes can be modified, without the need to develop code, to adjust to the particular needs of each company.

 The platform allows new data models and business processes to be designed from scratch, in such a way that we can digitize processes quickly and easily.

 It allows us to automate processes, through workflow engines and integration mechanisms. The Microsoft Power Platform's workflow capabilities allow integration of more than 400+ services, such as DropBox, Salesforce, SAP, Azure, Office, among others.³ These automation capabilities allow us to integrate diverse channels, systems, and applications quickly and easily.

 The Microsoft Power Platform on which the business processes are built allows maintaining and modifying them in a simple way, and thus the business can update them as necessary.

 The Microsoft Platform allows you to create different types of applications to model business processes, oriented to the channel and the needs of each company. For example, a business process that is initiated by a client through the web channel can then be worked on by a customer service agent through a browser or a mobile device, which allows sending a response to the client through an SMS message or involving a chatbot from the web channel to solve a customer problem.