Situation

Our client, a growing business in the anti-aging industry, identified the need to become more agile. Their business processes involved too many manual steps, were time consuming and could not support their growing sales and activities.

With ambitious objectives regarding their online presence and sales, they started focusing on their e-shop. This meant putting in place new processes and IT systems to ensure that they would be able to manage the increase in online activity.

Open Web Technology was called in to assist our Client in this digital transformation project.

Approach

Our team at OpenWT conducted this project in a three-fold approach:

  1. Process analysis and refactoring: Using our brown papers methodology, we interviewed all key actors in all process groups: sales, orders, logistics, delivery, provider management, billing and accountability. This allowed us to understand and map the as-is processes, and identify the issues and pain points. We were then able to define the new processes to be implemented, focusing on removing manual tasks. Finally, once the to-be processes were defined, we were able to analyze the different solutions of the market and select the most adapted to the requirements of the client: a CRM, an ERP and new functionalities on the e-shop.
  2. Blueprint: Once the solutions were selected we entered a blueprint phase, with the goal of defining precisely the use of the different applications and their integration. During this phase the suppliers and stakeholders, both internal and external to the company, had to be coordinated and aligned.
  3. Implementation & roll-out: During the implementation phase, the three scoped systems were implemented and configured. Users were regularly included on the tests and configuration of the software and a training plan was put in place to ensure a smooth transition to the new applications.

Results

In 6 months, the OpenWT team was able to complete the entire project, from analysis to the go-live of 3 different solutions, solving most of the pain points identified at the beginning of the project.

The processes are now automatized, requiring few manual tasks, and therefore allowing employees to focus on added value activities.