Transforming Client Experiences: The Blueprint for a Seamless Journey

The main challenge addressed in this case is the creation of a seamless, structured and comprehensive support system for SMEs. The definition of a structured customer journey will ensure a tailored and personalised approach for each customer, enabling to match their particular needs with the best solutions available in the market.

A well-defined customer journey should have some specific characteristics and consider particular actions, such as:

1. Streamlined Process: Develop a step-by-step procedure to address the challenges faced by SMEs, using the EDIH form as the initial point of contact. Upon receipt, DATAlife staff will conduct interviews with the SMEs to gain deeper insights into their specific situation and identify their challenges.

2. Thorough Analysis: Utilise the information gathered from the interviews to thoroughly analyse the SME's current digitisation level and pinpoint areas that require improvement. This analysis forms the foundation for developing a customised Digitisation Plan that aligns with the SME's goals and objectives.

3. Proposed the Seamless client journey service: Present the Seamless client journey service to the SME, outlining actionable steps and timelines for implementation.

4. Diagnosis of Digitisation Level: Conduct a comprehensive diagnosis to assess the SME's current digitisation level accurately. This evaluation serves as a baseline for identifying areas of improvement and guiding the development of the Digitisation Plan.

5. Tailored Digitisation Plan: Develop a detailed Digitisation Plan tailored to the specific needs and objectives of the SME. This plan includes a structured roadmap outlining key milestones, timelines, and strategies for achieving digital transformation goals. Additionally, matchmaking of funding vehicles are included within the digitalisation plan.

To design and implement a seamless client journey for SMEs DATAlife utilises its own dedicated staff, which requires smooth collaboration among consortium partners. The process begins when an SME contacts the European Digital Innovation Hub (DIH). After this initial contact, the DATAlife team assesses their needs and recommends the most suitable service available among the consortium partners.

There are cases where the needs of the SMEs fall outside DATAlife's sectors or technological specialisations. In this cases, the SME is refered to other EDIHs or to the ICT Cluster who can assist them through commercially available solutions. Additionally, depending on the case, some SMEs may also be directed to non-technological services.

Once the needs of an SME are evaluated and a preliminary technological service is pre-assigned, this assessment is reviewed by DATAlife's technological commission for approval. If DATAlife’s staff cannot immediately match the need to a specific partner, the requirement is distributed among the commission, and members can postulate themselves to provide the service. In cases where multiple partners are capable of providing the service, they are requested to submit detailed descriptions of their experience to facilitate selection.

After a partner from DATAlife is selected to provide the specific service to the SME, a direct communication is stablished among the SME and the EDIH partner that will provide the service. This enables the development a comprehensive service proposal and plan. DATAlife then assists the SME in submitting this proposal to the Spanish Ministry for approval of co-funding. This funding structure includes 50% from European Funds and the remaining 50% from Spanish funding.

By ensuring a well-coordinated process and leveraging our expert staff, DATAlife provides SMEs with tailored solutions while maintaining strong partnerships within the consortium.

The main benefit for SMEs is that they receive impartial advice on the best solution available tailored to their specific needs, independent of the technological offerings within the consortium. More than 30 SMEs have already submitted proposals to the Spanish Ministry for technological services, which will be carried out in 2024.

This impartial process ensures that recommendations are based solely on the best available R&D options. This approach guarantees that SMEs receive the optimal solutions for their unique challenges, regardless of their prior level of digitalisation knowledge, thus providing equal opportunities for technological advancement.

Furthermore, the service extends beyond just offering advice. It encompasses a thorough evaluation of the needs of each SME, the formulation of a tailored action plan, and continuous support throughout the implementation phase. This comprehensive support structure helps SMEs navigate the complexities of digital transformation, from initial consultation to the final delivery of technological services.

By providing a fair and balanced assessment, SMEs can confidently embark on their digital transformation journey, knowing that the solutions recommended are the best fit for their specific circumstances. This ensures that each SME, regardless of its size or industry, can leverage cutting-edge technology to enhance its operations and competitiveness.

This service is funded equally by the European Commission and the National Ministry on a 50/50 basis, with SMEs only responsible for paying the applicable taxes (VAT). This financial model makes advanced technological services accessible to a wide range of SMEs, further supporting their growth and innovation potential.