While business applications are a key part of any digital transformation, they aren’t the only piece. Real digital transformation comes when you combine a true SaaS business application like Microsoft Dynamics with change management, process review and a strong focus on using standardized modules and operating models, wherever and whenever you can.
Transformation isn’t without risks
In today’s business landscape, almost all companies are concerned about risk. Transformation projects can have some of the biggest budget overruns, time delays and perhaps the most worrying of all, the risk of complete project failure.
Changing business applications for many organizations is like performing major surgery: the patient, the medical staff and families all hope for full return to health, but there’s always a chance the end result will be a tragic one. To survive and recover, you must try to understand and exploit the known variables, so the risks of unforeseen consequences are reduced.
KPMG member firms approach this through our Powered Enterprise solutions offering. For example, if your organization decides that a transformation of your finance function is required and you are willing to take a reasonably standard approach, then our Powered Enterprise Finance on Microsoft Dynamics is a package designed to help you do just that. By employing it, you can manage the transformation process with a level of certainty, a reduced level of risk, a reduced timeframe, and a reduced amount of complexity.
The key is that businesses must be willing to adopt this Target Operating Model from the outset. By making this choice you can pretty much have everything you need to help plan for the future, from functional processes and service delivery to governance and a future proof solution.
The benefits of continuous transformation
Businesses should strive for continual transformation. It’s not just about seeking new technology in a “one-and-done” model.
KPMG professionals propose a seven step process that starts with getting out of the 7-year cycle that dictates organizations must replace all of their technology at once. Instead, transformation is broken down into separate, manageable portions, with a continuous program of change becoming the norm.
Large transformation projects can often fail because people feel anxious about change, and they think that breaking down the transformation into smaller portions will help alleviate that anxiety. Everyone feels better when the pieces are smaller. But this fear should not drive the decision making.
By replacing point-to-point integrations with cloud-based integration platform solutions, big-system integrations can become easier and more agile. Organizations are able to look for new and more effective ways of doing things and remedy any pitfalls more quickly. Failing quickly and recovering is vital, especially in large tech transformations.
Streamlining CRM at UNSW
As an example, the University of New South Wales (UNSW) in Australia had no single repository for student information. This disparity created confusion, and the number of different databases being used added significantly to the university’s licensing costs. This was only exacerbated by UNSW’s varied curriculum with many interdisciplinary programs, which meant that registered students had no single point of contact for information.
Working with Microsoft Dynamics 365, KPMG Australia professionals were able to provide a CRM solution that created a single student touchpoint, from pre-enrollment inquiries all the way through to graduation. It is designed to capture all of the communications and interactions between the students and the university, and stores them centrally. This centralization helps university staff to manage the “client” experience in the best way possible while also ensuring those students with interdisciplinary programs receive consistent program information, regardless of what access point they use.
Throughout the two-and-a-half-year project, KPMG professionals worked closely with UNSW teams to gain a deep understanding of the immediate and future needs of the students and staff. Together with Microsoft, we have become part of collective team.
Growing our alliance with Microsoft
The Business Applications practices in KPMG member firms are growing. In 2019 alone we have trained a further 500 new Dynamics team members across the KPMG global network, adding to the 2,000 we already had. KPMG has also earned membership in the prestigious 2019/2020 Inner Circle for Microsoft Business Applications, based on our high standards of excellence in delivering valuable solutions to help organizations achieve increased success. If you’d like to learn more about the benefits of taking a standardized, yet nimble, approach to your organizational transformation, please contact us.