Case studies
Transforming A Big Four Consultancy’s Operations Across 19 Countries
The Challenge
The Central European operation of a Big Four consultancy, spanning 19 countries, was facing significant operational challenges. Relying on a legacy Professional Services Automation (PSA) platform, the client was challenged with inconsistent business processes and procedures across different regions. Additionally, the client lacked comparable engagement performance data and KPIs, which further complicated decision-making. Although they had provisionally selected the Kantata PSA as a solution, they needed to validate the business case through a Proof of Concept (PoC) and ensure that the business was prepared for the transformational operational change. The complexity of the Big Four business model added another layer of difficulty, particularly regarding the anticipated product and functional enhancements unique to their needs.
The Solution
Garwood stepped in as the informed expert, bridging the gap between the business and technology solution requirements. We began by reviewing and assessing the existing Operating Model and Operational Procedures across five service lines. To address the inconsistencies, we created standardised business processes to harmonise activities and tasks across the different service lines and countries. We also supported the organisational change team in identifying areas that required cultural and behavioural shifts, ensuring a smooth business transformation.
Garwood played a critical role in planning and prioritising the PoC activities, including configuring and testing the Kantata solution. We advised on adoption and deployment strategies, provided input on key risks and complexities, and suggested potential mitigations. Supporting the program team and key stakeholders in understanding business priorities, we shaped the PoC, and informed the broader deployment strategy. Following the successful PoC, we planned the pilot program delivery, advised on the delivery methodology, and designed a Centre of Excellence. We also helped to strategise the rollout approach for 12,000 users, prioritising, planning, and delivering multiple phases of agile delivery while providing ‘Delivery Assurance’ and business preparation for the Kantata solution.
The Result
The successful execution of the PoC and subsequent pilot program laid the groundwork for a transformational operational change across the client’s Central European operations. Garwood’s expertise in aligning business and technology requirements, standardising processes, and managing organisational change ensured that the client was well-prepared for the implementation of the Kantata PSA solution. As a result, the client is now on a clear path to achieving consistent business processes, improved engagement performance data, and harmonised KPIs across 19 countries. Garwood has been retained to provide ongoing independent assurance on the governance, design, and delivery of the Kantata implementation program, as well as to offer strategic advice and guidance to the sponsors and program team as needed.
