The customer's challenge
The customer's challenge
The customer's different countries had reached different levels of maturity in using the system support or tools previously chosen to support the current process for handling deviations and cases. The challenge was therefore to find a system support that suited the countries' different starting points and needs.
There were also some challenges during the system procurement for the organisation's representatives to look at the procurement from a holistic and objective perspective, "what would suit our organisation best", not "what would suit me best". Since, for example, Avvik and TOPdesk were already implemented in both Sweden and Norway, there were certain tendencies to want to lift those systems to avoid having to change, which is a completely normal reaction.
Systems before and after
Systems before and after
In Sweden, TOPdesk had been introduced in some departments, such as Logistics/Transport, and a process for handling deviations had been implemented in the Swedish organisation.
In Norway, Avvik.com was implemented as a system support to support the management of deviations.
In Finland, the organisation was less advanced and the process was managed in Excel.
Freshservice (Freshworks) was the system support that was ultimately chosen by the organisations involved in the project. The system has a modern interface, built on a platform that is configurable, low-code and thus a good choice for the customer who wants to define their own processes and implement them in the system support.
Solution
Solution
During a number of proof of concept demos together with a total of 7 different system suppliers (TOPdesk, Freshservice, Puzzel, Avvik, Easitgo, Phronesys and SuperOffice), we ended up with 3 suppliers that matched the requirements best. Which was TOPdesk, Freshservice and Puzzel.
After a second round of demos with our shortlist, it finally came down to TOPdesk and Freshservice, with the organisation voting for Freshservice as the system they wanted to implement to support the new deviation management process in all countries.
Result
Result
To ensure that the system support met both the requirements for functionality and the developed process, we chose to break it down into certain critical evaluation criteria where we scored each system supplier.
One of the objectives of the project was to get a decision on a system support, which we got. We ended up with a group decision to implement Freshservice. The system support that was chosen also had the capacity to handle other processes such as customer service and CRM in the same interface. This attracted the customer to have all their processes in one interface, but in different modules.
Conclusions
Conclusions
We as independent management consultants never make the actual choice of system support, but the choice was entirely up to the organisation. Based on the analysis and packaging of our findings, the business could make its choice of new system support. We consultants who worked during the project were commissioned to also carry out the implementation.
We carry out at least 20 different assignments in parallel, which means that our experience bank is developing at a rapid pace. To give you inspiration for projects that can be similar to your current challenges, we share here what we have learnt from others that will benefit you in a future assignment.
What we have done
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Customer case4 min reading timeThe construction group replaced its outdated ERP to harmonise its system landscape, increase internal efficiency and strengthen its project business
The client, a group with several project-oriented organisations operating in various parts of the civil engineering industry, had for some time felt that the current system landscape did not support the projects to the extent that they... -
Customer case2 min reading timeA market leader in a global petrol and retail group that needed to streamline its supply chain.
During the course of the project, a number of challenges were identified that prevented them from achieving the change desired by the category managers in the Swedish organisation. Their culture, team spirit... -
Customer case1 min reading timeThe electric boat company that wanted to switch to serial production
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Customer case2 min reading timeThe global engineering consultant who wanted to increase project profitability
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Customer case2 min reading timeOperationalising project management in a Nordic construction company to support all project managers through a process-oriented approach.
Their existing business/management system, which is currently on SharePoint, is characterised by thousands of documents containing long routines, policies, large amounts of text and outdated information for those who will be running the projects. This leads... -
Customer case2 min reading timeGuiding two different companies within the same group towards a joint decision on a new business system.
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Customer case2 min reading timeThe retailer who wanted to implement a deviation management system underpinned by a harmonised approach across all countries in the business.
The customer's business in the workwear, tools and personal protection industry was characterised by decentralised processes, with different countries having different levels of progress in terms of whether a system support was in place to manage and monitor... -
Customer case1 min reading timeCustomer needed to streamline e-commerce with new warehouse management systems
For retailers, as for many other industries, e-commerce has been a clearly growing business in recent years and is becoming increasingly important for the major players in the market. But e-commerce... -
Customer case1 min reading timeThe industrial company that needed to create standardised HR processes
A major customer of Rededge in the manufacturing industry wanted to harmonise their HR processes across borders. With factories on several continents, there were major challenges in finding a "unifying" system support that...