- Process gaps after poorly executed ERP implementation
- Organization experiencing extreme change fatigue
- 32 separate departments impacted
- Lack of customer service mindset
- Transforming University Finance Department to Shared Environment OrganizationCapture and assess current processes, workflows, roles and responsibilities
- Streamline financial processes and re-assign at task level
- Create ‘life of ticket’ workflow, SLA policies, communications plan, and resource organization
- Pilot on a process-by-process basis
- Update, centralize, and categorize large volume of training and support materials
- Create a formalized feedback plan and success metrics
- Re-train team in both tactical and personal skills to enable teams to shift to a customer-service mindset
After a complicated and rocky ERP implementation, the University finance team engaged Percipio to ensure consistency and efficiency across processes and create a more customer-service-oriented support organization to assist departments with their financial requirements.
Percipio conducted a comprehensive assessment of the organization – from leadership to processes to team organization and workflow, we compiled a full report, recommendations, and roadmap to transition to an efficient and customer-focused organization with streamlined and reallocated processes, life-of-ticket transparency, and a clear communication strategy.
Through close partnership with the Finance team, Percipio established more efficient processes, established process owners, and developed standard operating procedures (SOPs) to support these new processes. Additionally, communication and training plans were created to ensure the sustainability of the processes beyond the engagement. As a result, the University finance team now has new streamlined processes and leadership has a clear roadmap to integrate this new way of working.
