Digital Transformation Journey of Oriental Remedies Group in Singapore: From Pen and Paper to AI and Cloud Systems

The digital transformation journey of Oriental Remedies Group, a traditional Chinese medicine provider in Singapore, is a testament to the power of embracing technology to drive growth and enhance customer engagement.

Co-founder Beatrice Liu shared the company’s evolution from pen and paper operations to experimenting with artificial intelligence tools and cloud systems at a recent post-Budget discussion. The dialogue, hosted by The Business Times and Xero Asia, focused on how small and medium-sized enterprises (SMEs) can move beyond basic adoption of digital tools.

With guidance from the National Trades Union Congress’ Employment and Employability Institute, Oriental Remedies mapped out a strategy for digital transformation, prioritizing solutions that support human resources functions and enhance customer experience. One innovative initiative includes an AI program that analyzes images of patients’ tongues to provide insights into their body constitution based on traditional Chinese medicine principles.

The panel discussion also highlighted the importance of assessing business needs and pain points before implementing digital solutions. By reverse engineering from these pain points, businesses can tailor their tech stack to maximize efficiency and productivity.

Despite initial resistance from staff fearing job displacement, Liu emphasized the value of quantifying the improvements brought about by technology. By automating time-consuming tasks like appointment reminders, employees were able to focus on building human connections with patients, showcasing how technology can enhance rather than replace their work.

The benefits of digitalization, including cost savings and improved efficiency, were underscored by Senior Minister of State for Trade and Industry Low Yen Ling. Initiatives like the IMDA’s SMEs Go Digital program have helped thousands of SMEs adopt digital tools, paving the way for a more digitally savvy business landscape in Singapore.

As more SMEs embrace digital transformation, the narrative shifts from fear of job displacement to a recognition of the value-add that technology brings to the workforce. With the right mindset and strategic approach, businesses like Oriental Remedies Group are paving the way for a more innovative and customer-centric future in Singapore’s SME community.