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The adoption of information technology has resulted in the advancement of many organizations in most parts of the world. Almost every sector is adopting technology that helps advance its operations to satisfy customers’ needs (Chen et al., 2019). The Kingdom of Saudi Arabia is among those regions that have shown efforts in adopting information technology to help enhance their service delivery. Bupa Arabia is an insurance company located in this area and has taken tremendous steps to adopt technology to deliver its services. The company provides health insurance per the requirements of the Council of Cooperative Health Insurance and the Saudi Arabian Monetary Authority (Azid & Burki, 2021). The company provided all health services but did it in a way that could have given more satisfaction.

The company found challenges in offering services, especially to aged individuals. As a result, it decided to adopt technology that would aim to provide better services to the clients. The information officer, Sami Yalavac, proposed a digital transformation that would see customers placed at the center of everything (Barbaschow, 2019). In that prospect, digital transformation was launched, which saw the company use hybrid cloud, business analytics, and artificial intelligence (AI) to ensure customers received the best services.

Adopting this technology changes how the company relates with its customers. For instance, customer relationship management was enhanced, and the clients could get services in the comfort of their homes. The data collection and processing activities were enhanced, thus making the company outweigh its competitors. I admit that the adoption of new technology disrupted some of the companyàoperations but in a positive way. The time spent handling customers and servicing their demands was reduced. This means the company started experiencing a new wave in its service delivery due to the shift from manual activities to digital ones. There is no doubt that the adoption of information technology has enabled the company to offer better services than its competitors. For instance, its customers can now access self-service platforms and check for themselves the help they can get. In conclusion, technology has the potential to enhance the services of organizations.