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Has your business seen a significant spike in demand as a result of COVID? Are you seeking to preserve and grow the newly acquired customer base? Has the ability to meet business demand exceeded the organization’s capacity across supply chain, service deliver, staffing, and operations?

If yes, then your business may be in what we call the Surge pattern. 

Surge companies need to sustain their growth or they will lose momentum

Some organizations will struggle to scale as consumer behavior that altered as a result of COVID-19 has turned in their favor, providing an opportunity to lead if they can scale digital channels and interactive platforms aggressively during recovery.

KPMG firms can provide digital transformation services to deliver modular, agile and highly scalable architectures and operating models to meet growing demand.

Watch this video to learn about supporting sustained growth in the new reality.


Scaling IT for sustained growth in the new reality

Steve Bates, Principal, KPMG in the US, Global Leader, CIO Center of Excellence, KPMG International

If your organization has been fortunate enough to have seen an expansion in consumer demand as a result of COVID, you may be part of the Surge quadrant. However, even as Surge companies have benefited, they also need to sustain their growth or they will lose momentum.

One of the significant challenges firms face in this quadrant is scaling to meet the expanding demand while staying in touch with evolving customer preferences and market conditions.

For IT, this means accelerating digital business transformation by delivering the capability to continuously understand consumer preferences and patterns via advanced analytics, automate and remove friction from the supply chain, quickly industrialize modern ways of working, and automate large portions of both IT and the business.

For companies experiencing these drivers, KPMG firms have a set of services tailored for IT.

Surge companies must retain the new customers they have gained, while growing the base. With so many unprecedented variables, helping your business read the signals of change and better predict and quickly act upon customer behavior is essential. However, many IT organizations do not have the time, skills, or capital to unlock the value of AI, machine learning, automation, and advanced analytics.

Enter KPMG Ignite, KPMG’s portfolio of artificial intelligence capabilities purposefully designed to allow CIOs to accelerate their strategies for intelligent automation, cost management, growth, customer engagement and risk and regulatory policy. KPMG Ignite includes methods, tools, approaches and resources that focus on improving the consistency, efficiency and time to make decisions and take action. In addition, we wrap this portfolio with highly-skilled resources who know how to apply relevant IT domain knowledge to leverage these capabilities and continue to innovate on emerging technologies across the IT value chain.

Surge organizations are experiencing pressure to get products and services into the market quickly. For most companies, IT plays a significant role in enabling that velocity, but in many cases can be the choke point. Burdened with siloed structures, traditional waterfall ways of working, over-engineered governance and processes, and poorly integrated tooling, IT in Surge companies must transform quickly or risk slowing the organization’s momentum.

Due to the unexpected pace and scale of their growth, IT operational maturity has become a significant challenge for many Surge companies. Suddenly inundated with customer and employee service requests, a spike in major incidents, increased change and enhancement volumes, and demand for faster changes, IT operations are struggling to keep pace.

KPMG Powered Enterprise | IT enabled by ServiceNow is the leader in delivering world-class IT service management outcomes. KPMG Powered IT is much more than just a cloud-based technology package. We’ve leveraged our global IT delivery and transformation best practice experience to pre-built core IT service and business management processes on the market-leading ServiceNow platform. This has resulted in the creation of a complete "enterprise ready" solution founded on our KPMG Target Operating Model, which includes pre-engineered user stories, best practice delivery model templates, processing frameworks, tooling, training materials, reports and delivery accelerators. With KPMG firms, you can get a fully configured solution to fit your organization delivered in a fraction of the time.

While being in the Surge quadrant provides new opportunities, the IT challenges are very real. KPMG knows what levers need to be pulled to help support the business. Interested in exploring how your organization can succeed in today’s new reality? Let’s talk.



Benefits of IT transformation for Surge organizations

Enterprise cloud adoption and integration, scaling agile, modern architecture, digitally-native tool suites, and high-speed IT merger and acquisition capabilities are all important levers for surge businesses. The benefits are many:

  • increased velocity and speed to market
  • expanded resiliency and reduced risk
  • matured digital delivery and data management capabilities
  • improved incident response
  • lean and intelligent IT operations
  • composable IT architecture and microservices
  • enhanced customer self-servicing capabilities
  • accelerated employee and supplier on-boarding
  • achieved target synergies from merger and acquisition activities.

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