Expert interview: Why adopt a Digital Factory?

Vianney :
My name is Vianney Devoize, and I am a Customer Success Manager at Smile. For the past decade, I have been building service centers and Digital Factories. Today, I am responsible for the delivery of several key accounts, which means I ensure client satisfaction. This satisfaction is reflected not only in the success of the projects we carry out together but, more importantly, in the success of the products we deliver to them. My goal is to achieve true business success for our clients, far beyond simply delivering a service.

Chloé :
What is the Digital Factory and why is it an asset for businesses?

Vianney :
A Digital Factory is a facility that enables us to take a holistic approach to the IT products we deliver. We don't make technology for technology's sake, but to meet needs and serve a business. At Smile, we systematically take a three-dimensional approach:
- The advice: We analyse the product's economic viability, its business plan, its target market and the right time to launch it to ensure optimum positioning.
- User experience (UX): A digital product must be desirable and easy to use. This applies equally to B2C and B2B, where UX is becoming a key factor in productivity and adoption.
- Technical: proposing and delivering the right solution with the associated technical expertise.
This tripartite approach - technical, consulting, UX - is at the heart of the Digital Factory. Compared with other models, it is more accomplished, because it maximises operational excellence (time-to-market, quality, cost reduction) while guaranteeing economic efficiency and long-term profitability. We focus more on business KPIs than on purely technical or delivery KPIs.

Chloé :
Can you give me some examples of customers who have adopted the Digital Factory?

Vianney :
We have supported a number of customers in setting up Digital Factory systems. These include :
- Pierre Fabre : We have created a ‘site factory’ for all their dermo-cosmetic brands.
- Dior : We have unified their customer journey across the couture and perfumery segments.
- Visa : We have developed a unified premium experience for their high-end cardholders.
- Somfy : We support them in accelerating their roadmap by setting up a Data and Java service centre to serve the heart of their IS. 
- GRDF : We have deployed an entire innovative value chain for managing and securing gas flows, which account for 50% of their B2B business..
Another point in common between all these customers is that they had specific needs in terms of time to market, quality or productivity, and the Digital Factory is based on a unified and optimised industrial system that makes it possible to meet these requirements while managing workload cycles.

Chloé :
What type of business is the Digital Factory aimed at? Is it accessible to everyone??

Vianney :
The Digital Factory is suitable for all businesses, but it is particularly beneficial for those that need a complete and integrated approach. In some cases, our customers already have an idea of what a Digital Factory is and have gone 60% to 70% of the way, but are not reaping the expected benefits because they have not gone all the way. At Smile, we bring this global vision, replacing or supplementing their system.

Chloé :
How long does it take to set up a Digital Factory, and what are the short- and long-term benefits?

Vianney :
There is no ‘Big Bang’ in setting up a Digital Factory. It's a gradual process, because our customers rarely start from scratch. We first need to understand their context, their business challenges and their technological heritage. Next, we establish an adaptable system in line with their needs, and gradually integrate their assets. Once operational, the Digital Factory continues to evolve, thanks to a continuous improvement approach that adapts to market and technological developments.
The tangible benefits are visible over the long term, which is why it's important to back it up with a corporate strategy and have a long-term vision. In the short term, this often helps to remove bottlenecks or obstacles that are hampering the deployment of the product roadmap.

Chloé :
What are the most common challenges in setting up a Digital Factory?

Vianney :
The challenges are generally linked to either business or technical issues. From a business point of view, they generally involve difficulties in innovating, supporting a digital transformation or scaling up a product. From a technical point of view, this enables activities to be mass-produced while guaranteeing the performance, security and long-term management of assets. Finally, one of the major challenges is user adoption, which means putting the end user at the centre of the process as early as possible.
We also face organisational challenges, particularly in large companies where several Business Units are involved in a single product. The Digital Factory provides a unified framework for coordinating and representing the various internal forces.

Chloé :
How do you see the Digital Factory of tomorrow, particularly with the development of AI?

Vianney :
Tomorrow's Digital Factory will be even faster and more responsive, thanks in particular to AI and new tool chains. Capitalising on best practice will be optimised for better time-to-market, and efforts will be more focused on specific business value, with the aim of always better serving business KPIs. Flexibility and adaptability will be the keys to enabling companies to be ever more competitive and responsive in their markets.

Want to learn more?
Download the free publication "Digital Factory: A decisive strategic asset for your business" and discover how to transform your organization with best practices.