CASE STUDIES
FINANCIAL SERVICES | TECHNOLOGY | LIFE SCIENCES | MEDIA & ENTERTAINMENT | TRAVEL & HOSPITALITY
FINANCIAL SERVICES CASE STUDIES
1. CHANGE MANAGEMENT STRATEGY DESIGN FOR THE
IT TRANSFORMATION OF A GLOBAL FINANCIAL SERVICES FIRM
CHALLENGE : In preparation for a global IT Transformation touching all parts of a 1,000+ person technology organization, we were tasked with creating an organizational change management (OCM) strategy that would ease the transition to the future state and foster a more agile culture, preparing employees for future change
SOLUTION : Designed a comprehensive OCM aligned to the client’s preferred methodology (ADKAR), including timeline, activities, and suggested resourcing.
Created a robust communication strategy, including transformation logo, talking points, walking deck, and plan for communication execution
Building upon the initial strategies, we also developed an OCM Toolkit and training plan to equip leaders and managers with tools and concepts to support implementation of their own change management activities throughout the transformation
LIFE SCIENCES CASE STUDIES
1. SUPER USER NETWORK AT SCALE TO EXTRACT MORE VALUE FROM SAP
CHALLENGE : 11 years after the original SAP install, the client sought to increase application throughput, reduce error and abandon rates, and increase end user satisfaction within a highly complex “jumbo” SAP client landscape focused on extensive distribution and financials backbone for ~$100B USD Fortune 15 company with ~11,000 SAP end users
SOLUTION : Designed, built, and implemented a robust sustainment program inclusive of 3-year roadmap to build out core pillars and iterate thereafter to recapture value and opportunity cost
Improved End User Self Service portal
Super User Network trifurcated in three levels at medium-level support model
User Analytics architecture to enable quantified outcomes, targeted needs remediation, and value articulation
RESULTS: 1.5 to 3.0 year build out produced significant outcomes with direct and supplemental benefits
Core ROI:
•Cost avoidance and recaptured opportunity cost: $8-12M USD per year •Reduced calls to the SAP Service Desk, attributing ~$700K USD in savings per year
Supplemental Benefits
•3 point increase in End User Satisfaction •‘Best in Education Award’ bestowed by SAP •‘President’s Award’ bestowed by organization •Improved upward mobility of End Users •Self-service rich intranet site pulled in ~45,000 hits monthly, top three company intranet sites behind time keeping and company holidays list