Global Financial Technology Company Completes Multi-Year Digital Transformation Effort To Upgrade Key Systems & Streamline Finance & Business Operations
Company Profile:
- Global financial technology company selling branded gift cards and related products online and through a network of retailers around the world for more than 700 global brands
- Privately-held company that since its inception in 2001 has grown through a series of strategic acquisitions and now operates in 26 countries and employs over 3,000 associates
Business Challenge:
- Company struggled to maintain global operations and perform centralized shared services with inconsistent and disparate legacy systems that depended upon inefficient manual processes and significant workarounds
- D365 system implementation was about to Go Live during global pandemic without defined change management, communications, or training strategies in place to drive user adoption and minimize resistance to change
Change Management, Performance Improvement, and Risk Management solutions provided include:
- Performed initial change readiness assessment to evaluate critical success factors and identify key areas of project risk prior to Go Live
- Designed multi-faceted change management strategy and detailed workplan to guide ongoing Steering Committee, Program Management, and Global Business Process Owner activities
- Led continuous change communication efforts preparing frequent project updates, maintaining project SharePoint site, producing virtual Town Halls, developing executive talking points, and preparing FAQs templates
- Facilitated interactive business process documentation efforts and developed custom user training materials to support functional workstreams and implement critical changes in the areas of Procurement and Reporting
- Designed and facilitated highly visible stakeholder communication sessions and virtual training workshops to increase institutional knowledge, further develop user capabilities, and improve overall readiness for change
- Conducted pre- and post-Go Live user readiness and feedback surveys to guide project management and leadership decision-making
- Provided recommendations to and represented the change management workstream during executive SteerCo meetings and other leadership forums
Key Business Results:
- Delivered successful Finance & Operations global ERP system Go Live by gaining executive-level commitment and increasing engagement with core project team members, system testers, and end users
- Significantly improved Global Process Owners’ awareness about and ownership for the project as well as business users’ technical skills and abilities with the D365 system
- Developed repeatable change management methodology and produced standard toolkit to support Company’s ongoing deployment efforts and longer-term digital transformation journey
