Digital Transformation

What was the Challenge?

The client had set expectation through the Corporate Strategy that over the coming years they would embark on an enhanced level of digital adoption. At this time the client’s predominant operation was facilitated by a number of core in-house solutions. These mirrored the stereotype of a business operating with multiple separate departments.

There were limited integration and key data being lost during re-keying activities. There was no option to facilitate customer self-service and limited reporting capabilities. The overall aspiration was one of digital adoption, cloud first and system count reduction.

What did The Crown Consulting Group do?

The initial action was to ensure we truly understood the drivers behind the decision and strategic choices decreed by senior management. Upon working with multiple senior leaders across the business we identified some key elements that influenced the decision;

• Aging technology was posing a considerable business risk;

• The competition was predominately all cloud-based;

• Minimal integration meant costly re-keying was required;

• Very silo-based operations from both system and process perspectives; And

• Limited opportunity to develop based on existing solutions

Having worked with the business to elicit these, among other, high profile items we started looking into the industry, competition, and trends to understand and define a way of addressing the issues. In order to complement the corporate strategy, we worked with the client to design their IT and Digital

Transformation strategies. These laid out plans that would allow the business to move away from the existing technologies and ways of working towards their goals. A number of key elements we identified and helped the client with during this phase included;

• Identification of short-term and progressive goals;

• Partner, over supplier, engagement relationships;

• Looking at solutions holistically to help break down silos;

• Helped the client understand the future need for bandwidth; And

• Infrastructure improvement – designed an optimal infrastructure design

Following on from this initial design phase the Crown Consulting Group worked collaboratively with the client to deliver the outcomes described in both strategies. Some of the key elements we helped deliver included;

• Infrastructure design model;

• CRM & ERP solutions;

• Telecommunications and staff based video conferencing;

• Major business process re-design: This was of critical importance to ensure the digital investment was optimised due to historically very silo-based operations;

• Staff engagement, training, an option;

• Knowledge transfer back to the business;

What was the Outcome?

In summary, the outcome included, but isn’t limited to;

• Helping the client to understand the wider objectives and design a strategy that would allow them to move away from the legacy environment towards a new innovative digital operation.

• Designing and helping to facilitate the delivery of an improved infrastructure that would allow the current strategies to be delivered and offer elements of future proofing to the client to support future development;

• Delivering a number of core component business systems with optimised end-to-end processes delivered;