Global trends in information and communication technology (ICT) are being followed by Croatian entrepreneurs and managers regarding business priorities. According to research, the top three ICT priorities for global business leaders this year are: digital transformation and digital business management, enhancing IT and data security to reduce risks for companies, and strengthening collaboration between IT and business.
Digital transformation is crucial for increasing efficiency, revenue, and competitiveness, as well as fostering innovation. Cybersecurity is also a priority due to the increasing number of attacks on corporate IT systems. Data management is important as it affects every part of the company, from production to marketing. The maximum possible value must be extracted from data for the company, which is why ICT managers focus on their quality, availability, and compliance with privacy regulations. The use of artificial intelligence (AI) in business processes and their automation are some of the unavoidable priorities as they simplify processes, improve efficiency and user experience, and increase competitiveness.
Security and Protection
The list of ICT priorities does not end with the aforementioned, but they are the most important. Therefore, in Croatian companies, managers are engaged in the digitalization of business processes, cloud technologies, data management, and cybersecurity, introducing AI tools into business, as well as virtual employees, while applying the best global and domestic ICT solutions. Chatbots are already widely used in sales, while manufacturing companies that enhance RPA technology in production processes see great potential in the development and application of virtual workforce.
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– In JGL’s ICT area, we are primarily focused on ensuring the availability and protection of critical systems in pharmaceutical production and the digitalization of data transfer and related GMP processes. Additionally, one of the business priorities is global cybersecurity with a focus on regional requirements, namely GDPR Data Integrity, to ensure uninterrupted collaboration of our teams in many markets around the world, reporting, and continuity of sustainable business. Data management and analytical support for decision-making at all levels are also important, says Marijo Volarević, Director of Digital Excellence at JGL, adding that computer programs in modern pharmaceutical production have long been an integral part of devices on production lines or in laboratories, and even more so in the processes that connect them. Key systems include SAP, EDMS, LIMS, MES, and Power BI for managerial reporting.
– Concurrently, our intranet serves as the carrier of internal communication and shared culture, and we are currently introducing the Croatian solution Farseer for advanced financial and personnel planning and reporting, which is essential at the current level of volatility in the business environment. No less important are the cultural changes rooted in the IT world, such as the agile methodology that we have been spreading through core processes for the fourth year and other lean practices like OPEX, which again require their tools for support and measurement, Volarević notes.
Continuous Training
According to him, JGL uses chatbots, influencers, and AI tools to a limited extent within certain devices and systems. Currently, preparations are underway for a broader AI upskilling program at the corporate level that, in addition to familiarizing with the risks and methods of controlling AI tools in the pharmaceutical environment, should bring a breakthrough in productivity and several more complex pilots in core business in the domain of knowledge automation. Namely, the high level of regulation and standardization in pharmaceutical production imposes the role of AI advisors in the future to ensure JGL’s sustainable growth.
At Franck, the focus is primarily on continuous improvement and optimization of business processes to increase efficiency and reduce operational costs.
– Digitalization of data through the introduction of new systems allows us better organization and access to information, thus speeding up decision-making. We pay special attention to the integration of third-party systems with our central ERP system, which enables a continuous flow of data and improves overall operational efficiency. Our strategy includes constant modernization and the introduction of innovations to maintain a competitive advantage in the market, says Dubravka Bičanić, Director of IT at Franck.
In the business processes of that company, various programs are applied to ensure comprehensive support and automation of key functions.
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Programs for Freeing People
In addition to the central ERP system, which is the foundation of the business, Franck has introduced a business reporting system that allows detailed analysis and overview of business performance. For mobile sales and monitoring field activities, the company uses a specialized tool that enables employees to efficiently manage tasks in the field. It has also integrated a tool to support processes in self-service machines, which increases operational efficiency and reduces the need for manual interventions. Additionally, it uses services for document digitization and EDI exchange, significantly reducing the time and resources needed for processing and exchanging business documentation.
– With the successful implementation of the RPA (robotic process automation) system, we have begun an era of using a virtual workforce that takes over repetitive and time-consuming tasks, thus freeing our people for strategically more important activities. We see great potential in the further development and growth of the virtual workforce, and through continuous monitoring and improvement of RPA technology, we expect further positive trends in the use of virtual employees, which will further enhance our business processes, says Bičanić.
AI Sorting of Shipments
In recent years, Hrvatska pošta has undergone a strong digital transformation and laid the foundations for future digital growth and development of a company that follows but also creates trends. The new corporate strategy ‘Pošta2025(30)’ focuses on innovative business solutions, transformation, and people, as well as infrastructure and technology in which ICT plays a key role.
– With the user in the foreground, and in line with the new corporate strategy, we are already working on many projects and continuing strong digitalization. We are improving applications and building infrastructure that will allow users to manage the services we offer themselves. We have developed the e-Delivery service, a digital counterpart to registered shipments, and are working on an application that will allow users to fully manage all the services that the Post Office offers. Most projects are related to user experience, to which we are strongly oriented, say from Hrvatska pošta, which is internally developing a new core system and actively working on upgrading solutions for warehouse management.
Aware of the many advantages of AI, such as increased efficiency, reduced costs, and improved user experience, Hrvatska pošta states that it is introducing artificial intelligence into business processes. The artificial intelligence system helps in sorting shipments, and Locodels, a subsidiary of Hrvatska pošta that deals with same-day delivery, uses an artificial intelligence algorithm to optimize delivery routes. Currently, Hrvatska pošta does not engage virtual employees, but given its focus on digital transformation, automation, and new technologies, it is also considering that possibility.
Cloud Security
The strategic focus of Hrvatski Telekom and Combis remains on cloud technologies, with an increasing emphasis on security solutions and AI technologies. These two companies have more than two hundred IT experts whose knowledge can cover the most complex needs of large companies, as well as simpler requirements of smaller companies.
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– It is important to emphasize that in our business we also use the same services we provide to companies. Due to the possibilities and advantages that artificial intelligence brings, we are increasingly using it in business. Regarding IT security, we are witnessing an increase in cyber attacks, and consequently, an awareness of the importance of security. For this reason, we have recently started providing a security operations center (SOC) service that protects companies from cyber threats. The SOC service is compliant with all legal regulations and allows for the recording of security events and their forwarding for further processing, as well as helping to detect vulnerabilities in computer systems. Everything can be monitored in monthly reports, they say at HT.
Who Else is on WhatsApp?
The HT Corporation and Combis have long been using programs such as ERP systems and CRM, without which today’s business would be unimaginable. Among the newer tools they use, they highlight artificial intelligence because it can speed up some business processes and reduce the number of repetitive tasks. For example, with the help of Copilot, which is part of the Microsoft 365 package, desired data can be found much faster, images can be created (for presentation purposes), a draft presentation can be made, emails can be prepared, meeting summaries can be created, texts can be translated, and much more.
Hrvatski Telekom has been using artificial intelligence in some business areas for some time. One way it is applied is through a virtual assistant, a chatbot, which responds to simpler user inquiries on WhatsApp.
