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Consulting case studies

Looking for an answer to your business challenges?

Overview

Our professionals provide solutions that showcase our ability to deliver immediate impact and sustainable results through our Consulting services. We are committed to providing clients with end-to-end solutions for all of their business needs to help position them ahead of the competition. Read our case studies today and learn how we can help you.

Alliances Alliances
With the help of Deloitte and SAP, a Canadian electric utilities company successfully rolled-out an ECM solution which significantly improved their content management capabilities. Read more about this and other solutions our Alliances partners and professionals provide.
Human capital Human capital
With Deloitte’s recommendations, a Canadian subsidiary of a global insurance company was able to increase market competitiveness, market share, profitability, efficiency and effectiveness. Read more about this and other solutions our Human capital professionals provide.
Strategy & Operations Strategy & operations
With Deloitte’s recommended data analytics risk review, a public sector agency was able to estimate the potential and actual losses incurred due to inappropriate billing. Read more about this and other solutions our Strategy & operations professionals provide.
Technology Technology
With Deloitte as its trusted advisor, a government liquor agency was able to implement a consolidated inventory system and improve the timeliness, integrity, control and auditability of business data. Read more about this and other solutions our Technology professionals provide.

Relevant industries

Energy & resources
Financial services
Public sector

Relevant services

Consulting

Alliances

Because strong alliances are crucial to the success of any professional services firm, we carefully select our alliance partners and deliver exceptional results. We work with some of the world’s leading technology and service companies to provide innovative solutions for your most complex challenges.

Our case studies showcase our ability to deliver immediate impact and sustainable results.

[+]  Bringing information order from chaos with an Enterprise Content Management (ECM) strategy and implementation

Challenge
A Canadian electric utilities company relies on the effective storage, access and exchange of massive quantities of information. This data needs to be readily available to over 8,000 employees so they can efficiently execute their business processes and daily activities. However, without a strategy for handling these terabytes of information, getting to important information stored across multiple repositories in a timely manner was a real challenge for the company. It caused frustration in the business, delays in decision making and difficulty with information collaboration and execution of work processes.

Solution
A comprehensive assessment of the client’s ECM capabilities and needs was performed, culminating in a five-year ECM strategy and roadmap. This included the enterprise-wide implementation of an integrated technology solution aligned with the company’s ECM vision, whereby OpenText Content Server is the centralized records repository and Microsoft SharePoint is the key collaboration tool.

Outcome 
Deloitte has successfully rolled-out the ECM solution for seven business units, including an SAP integration with Content Server, with the remaining 30-plus business units to follow suit. This has resulted in significantly improved content-management capabilities through enabling of core ECM capabilities for the business.

Human capital

Our Human capital consultants serve a wide variety of clients – from Fortune 500 organizations to the Canadian mid-size market – with experience covering all industries and sectors. They are part of a team with an unmatched range of business experience, from finance and accounting to strategy, operations and tax.

Our case studies showcase our ability to deliver immediate impact and sustainable results.

[+] Develop a strong oversight team and engagement framework

Challenge
A large financial services provider needed to replace their entire back-office system, redesign processes and conduct an enterprise-wide review of systems architecture.

The $40-million transformation faced significant resistance from its executive sponsorship team.

Solution
Deloitte provided insightful strategies that allowed the CEO to recognize the importance of effective management and governance capabilities and made the tough call to replace senior leaders who didn’t fall into line.

Outcome
The multi-million-dollar business initiative succeeded because with the help of Deloitte, the CEO was able to identify and implement the right management and oversight capabilities early on.

[+] Clearly define your business model and assess organizational change impacts

Challenge
An expanding Canadian subsidiary of a global insurance company was planning to implement a new pricing strategy. However, they had never fully integrated a recently acquired company into the parent company, resulting in a fragmented operating model that endangered profitability and market share.

Solution
From the early stages, Deloitte treated the initiative as an integrated business transformation that required a holistic business model.

We recommended incorporating a future-state operating model and detailed process flows and procedures into the organization’s operations, people and technology, across multiple brands and geographic regions.

Outcome
Through Deloitte’s probative recommendations, we provided a projected benefit as a percentage of 2008 GWP (gross written premiums) of approximately 4% over three years, increasing market competitiveness, market share and profitability, as well as the efficiency and effectiveness of processes and technology.

[+] Business and IT implementation teams must drive the same business goals

Challenge
A large Canadian insurer that experienced significant growth through acquisitions invested millions of dollars in underwriting technologies and was dealing with multiple underwriting centres.

Solution
Working with Deloitte, this company adopted a business-led approach to their shared-services model implementation. The program team paid particular attention to communication and change management plans to ensure employees were trained in the new processes and technology. Teams also took steps to ensure the solution worked for end-users (i.e., brokers), gaining their support and valuable feedback as a result.

Outcome
The successful shared-service implementation improved the company’s policies-in-force (PIF) count by 100%, reduced underwriter staff by 30% and had a two-year payback.

[+] Engage vendors as strategic partners

Challenge
A large Canadian insurer was faced with a program that struggled to deliver against its objectives after three years of investment. While previous phases went live in production, major design gaps and functional issues existed; due to a change in business direction, the solution was pulled out of service.

The design and development partner was a large offshore outsourcer and the infrastructure was hosted by another third party. Interaction between the client team and the vendors was further complicated by an environment of hostility, blame and mistrust.

Solution
The company engaged Deloitte’s advisory professionals in large-program execution to take over program management and implement a new SOA (service-oriented architecture). Deloitte’s transparent, fact-based approach brought the parties together and provided clear information about program and product health.

Outcome
The program came to a logical and successful close by investing the right time and effort into the vendor- management process.

[+] Adapt your talent management approaches

Challenge
With weak HR data, an aging workforce and a growing population to service, this Canadian healthcare organization needed a way to build capacity, reduce vacancies and identify short- and long-term talent risks.

Solution
Using a comprehensive survey and proven workforce planning tools, Deloitte conducted a risk assessment to identify the supply and demand dynamics of this organization’s talent requirements. Based on the results, we developed a forecast model to project future staffing needs within all healthcare roles.

Outcome
Following this assessment, the organization took active steps to bridge its talent gap by focusing on recruitment, retention and skills development. As a result, it now makes more informed talent decisions and has the tools to refine its workforce planning model on an annual basis.

[+] Transform the human resources service delivery model to better serve clients

Challenge
A Canadian university was facing challenges in offering valued human resources services to its clients. As such, they had a view toward modernizing the HR function, providing enhanced value to the university, increasing management trust in HR and optimizing HR service delivery. The university wanted to enhance its HR mission, vision and strategic priorities as well as its HR organization design and broader HR infrastructure.

Solution
Based on interviews conducted with select stakeholders and an analysis of the current and desired state, Deloitte developed an enhanced HR service delivery model.  Our team associated the “macro” organization design as the basis for the development of a detailed organization design. An implementation plan associated with building, implementing and optimizing the new HR organization design was also created.

Outcome
As a result, the enhanced HR service delivery model and related organization structure focused on the following valued HR services:

  • A service centre responsible for routine inquiries and transactions
  • Centres of expertise responsible for policy/provision, program and process ownership and specialist services
  • HR partners responsible for providing strategic HR advice and insight

Strategy and operations

 

When balancing short-term performance needs with long- term growth and competitive positioning, an up-to-date strategic roadmap is a vital reference tool. Our Strategy & operations professionals offer a wide range of services to help clients address a broad scope of top management issues and provide a comprehensive set of tools to resolve your most complex challenges.

Our case studies showcase our ability to deliver immediate impact and sustainable results.

[+] Build a finance transformation road map – Streamline your systems and processes

Challenge
One of North America's premier financial institutions was facing both external and internal challenges to streamlining their processes: current finance processes and systems provided reporting that was neither standardized nor timely. What they required was regulatory and financial reporting, a single version of the truth and efficient/shared processing services with a focus on value-added information.

Solution
Deloitte assessed their finance infrastructure against a target operating model and developed a finance transformation road map.

Outcome
The road map helped automate foreign exchange, allocations, consolidation and profit close-out processes, reduced the volume of manual journals, allocations and spreadsheets, and simplified month-end and quarter-end processes. Standardization and central data governance helped improve the quality and consistency of their financial information leading to an accelerated close calendar.

[+] Leverage a standardized business process – Effective merger and system integration

Challenge
An integrated energy company taking part in a merger needed to integrate the data of both companies’ business management software

Solution
Deloitte developed and executed a consolidation strategy for upgrading the companies’ existing enterprise resource planning platforms. Specifically, the software systems and processes of a former energy company were integrated into the parent company’s systems and processes. The move to a single platform also took advantage of appropriate software functionality upgrades.

Outcome
Deloitte’s assessment provided opportunities for the finance staff to leverage standardized business processes across business units. Centralized services, standardization and synergies all helped reduce costs, enabled operational excellence and provided a better delivery model for finance.

[+] Improving financial performance and profitability – A single source of data

Challenge
As a result of external pressures from capital markets, one of Canada’s largest communications companies needed help to improve its financial performance and profitability. The company considered it imperative to significantly reduce operating costs, while improving the organization’s internal controls. Specifically, it was looking to rapidly develop standard, consistent, finance, purchasing and inventory accounting processes, and to implement a centralized organization model to support its business units, to reduce costs and improve internal controls.

Solution
Deloitte was initially engaged to lead a multi-function effort that involved the redesign of most back-office processes, including financials, purchasing, projects, governance, risk and control, and consolidated planning and reporting. Subsequent phases included the implementation of new inventory accounting and order management processes. Deloitte’s “accelerated delivery” approach used rapid prototyping and successive conference room pilots to deliver new functionality to 3,000+ end-users.

Outcome
A common chart of accounts now functions as a single source of financial data and ensures consistent reporting and control. This has improved purchasing, project accounting, invoice and expense management controls and workflows. A time reduction in generating purchase orders (POs), matching and paying invoices, reimbursing employees, preparing plans and financial reports, inventory control and reconciliation was also achieved. And a new budgeting tool driven by key business indicators has improved project accounting and tracking from creation to project completion.

[+] Uncovering fraudulent activity – The dangers of data mismanagement

Challenge
A lottery and gaming corporation wanted to explore the possibility of inappropriate activities occurring through its retail distribution channels, as well as potential fraud.

Solution
With corporate insiders handling large prize payouts, the organization needed Deloitte to help them figure out a way validate the existence of various typologies of inappropriate activity, including potential frauds being perpetrated both internally and against the lottery-buying public.

Outcome
As a result of Deloitte’s data analytics review, the company embarked on a transformation project that now enables them to proactively detect fraud.

[+]  Quantifying overbilling

Challenge
To reduce potential losses, a public sector agency wanted to understand the risks related to partner overbilling. They required a comprehensive plan to resolve this critical business issue.

Solution
Through Deloitte’s recommended data analytics risk review, rule-based and statistical threshold testing was used to identify billing anomalies.

Outcome
As a result, the agency was able to estimate the potential and actual losses incurred due to inappropriate billing.

[+]  Meeting customer needs

Challenge
A major bank wanted to develop strong capabilities in the area of marketing and customer analytics to better understand how to meet its customers’ needs.

Solution/Outcome
Deloitte introduced a range of sophisticated analytical techniques that allowed the company to identify which of its 10 million customers had a higher propensity to buy products based on the bank’s marketing effort.

Technology

 

With each passing year, organizations in all industries rely more heavily on technology solutions to drive business success. Our technology consultants possess extensive experience advising companies on how to design, build and manage sophisticated technology solutions.

Our case studies showcase our ability to deliver immediate impact and sustainable results.

[+] Empower your employees by helping them connect, collaborate, communicate and cultivate

Challenge
A large North American bank began its journey to enhance the employee online experience and address challenges with email overload, difficulty in locating expertise, workgroup inefficiencies and maintaining connections. The bank realized that social media could empower employees, helping them to drive efficiency, change, innovation and growth. The bank looked to Deloitte to help them define the technology requirements to support this strategy.

Solution
Deloitte conducted a vendor assessment, established requirements based on leading practices, recommended the North American adoption strategy and plan with a focus on business needs and interactive communities, as well as supporting the bank’s corporate communications group in their journey to a new integrated, two-way, personalized communication model.

Outcome
In Canada, it has already proved quite popular, attracting 43,000 unique users. The bank deployed dynamic social media tools that allow for more collaborative communication, connecting employees beyond the boundaries of their geographical or departmental areas.

 

[+]  Delivering SAP implementation on time and on budget in the public sector

Challenge
A Canadian transportation agency was experiencing problems extracting value from their different systems. After a software selection led to SAP, they were challenged to identify the value and benefits to demonstrate the business case. 

Solution
Deloitte acted as a trusted advisor, reviewing the processes in addition to effectively implementing the new system. Deloitte worked on a four-waves approach to increase the adoption of the system and to get benefits as soon as possible. The Deloitte team comprised both process and SAP experts. 

Outcome
The agency is now able to consolidate its processes, decommission multiple legacy systems and perform year-end closing with confidence and on time. The benefits in the business case are measured and achieved while the adoption of the system is growing.

 

[+]  Select and implement a Customer Relationship Management (CRM) solution for a financial services firm

Challenge
Client service staff relied on several outdated and/or stop-gap CRM solutions to execute their jobs. This resulted in data quality, work efficiency and process consistency issues, as well as a CRM enterprise that was unable to adapt to new business requirements. 

Solution
Having defined a client-focused business strategy with Deloitte’s assistance, the client engaged Deloitte to assist in transforming their overall CRM strategy.

The joint approach included a process team focused on business value, a skilled technology design and implementation team and a seasoned change management team. Efforts were focused on value, quality and effective risk management within the framework of Deloitte’s implementation methodology.

Outcome
The solution included Microsoft Dynamics CRM 2011, SQL Server, SSIS, SSRS, SharePoint 2010 and Scribe to support data migration and integration. The solution was integrated with a financial broker / dealer system, data warehouse and the client’s parent organization’s CRM tool.

Client service teams, including financial advisors and support staff, now enjoy a 360-degree view of clients and their households, enabling consistent, quality service. The solution has improved client satisfaction, sales and management insight.

[+]  Answering a company’s changing business needs

Challenge
One of Canada’s largest gas utility companies, serving 1.3 million customers, was in danger of losing support for their complex SAP IS-Utilities system. Their current application support provider was exiting the business and they urgently needed to find a new partner that was capable of taking over mid-stream and meeting the company’s changing needs.

Solution
We successfully completed a complicated three-way deal that saw Deloitte take over the application support and maintenance services for the gas utility’s SAP ISU/CRM customer care and billing system.

Outcome 
The gas utility company has benefited from Deloitte’s global capabilities with resources now engaged from Canada, India, the US and Spain. Deloitte has also been able to bring additional services from its national SAP practice.

 

[+]  Government liquor agency transforms finance and supply chain systems

Challenge
A Canadian government liquor agency required a consolidated financial and inventory book of record in order to permit daily, detailed inventory reconciliation, to improve the tracking of goods and cash in transit and to enable the future implementation of demand planning.

Solution
The client redesigned the Oracle eBusiness application to process detailed transactions in the sub- ledgers using business validation rules. The client also built a Business Process Execution Language integration platform to connect its legacy systems into a tightly integrated enterprise solution with Oracle eBusiness as the hub. External agencies and retail stores submit data electronically through a data quality tool, increasing the timeliness and accuracy of information. Finally, the data warehouse was redesigned to synchronize financial and operational supply chain reporting to ensure one picture of inventory. Overall, significant adoption of retail and supply chain best practices occurred throughout the system’s design

Outcome
The solution has significantly improved the timeliness, integrity, control and auditability of business data, while meeting the primary goal of one consolidated inventory system. The client has greater traceability to all inventory movements and the associated financial value on a daily basis, which will allow the acceleration of the financial close. Greater adoption of automated processing will permit the client to shift its focus to managing data quality and transaction exceptions. The solution architecture permits the client to re-evaluate the integrated components built around the Oracle hub using a “best of breed” strategy in order to improve its future operational capabilities.

 

[+]  A successful business transformation for addressing regulatory requirements

Challenge
A Canadian private wealth management client was under significant pressure from regulators to change its non- compliant, broker-dealer and shareholder management systems. This transformation required a multi-year effort while continuing to address competitive pressures to deliver new products and services to clients. The client realized it needed an experienced systems integrator to guide it through the transformation journey and help create a new IT organization capable of providing long-term support for the new solution.

Solution
Deloitte provided a wide variety of advisory and systems integration services including program and project management, corporate strategy, customer strategy, organizational design, process redesign, change management, architecture, quality assurance and technology implementation.

Over a six year period Deloitte provided numerous services including corporate strategy, customer strategy, outsourcing advisory and numerous large technology-enable transformation projects. The cornerstone Integrated Brokerage Solution (IBS) project entailed the implementation of several new systems to address regulatory compliance concerns. This involved a variety of technology platforms including .NET, AJAX, OpenText, MS Dynamics CRM and Business Objects.

The key business functions that were enabled included investment management, shareholder management, online trading for front-office staff, online trading and self- service for clients, client reporting, customer data management, financial and regulatory reporting. The project also involved the redesign of all core business processes, organization design, user adoption, and training for over 1,000 employees. MS Dynamics CRM was recently implemented to enable its Customer Experience strategy.

Outcome
The IBS meets regulatory requirements and has been in operation for almost three years. Capability transfer was also a key outcome of the multi-year transformation with Deloitte helping to establish or deepen capabilities in Project Management, Business Process Redesign, Change Management, Vendor Management and Cost Reduction.

[+]  An effective program management office (PMO) – the key to a successful post-merger integration

Challenge
A large Canadian financial institution acquired a specialty consumer lending institution in the United States. As in many integrations of this type, it was critical to get the newly acquired entity and the existing financial institution to operate under a single brand as soon as possible after Legal Day 1. Also, the acquired entity had not generated any new business in over two years, and one of the top priorities of the acquiring institution was to start generating new business.

Solution
The client set up a technology program management office (TPMO) to help orchestrate the overall planning, organization and execution of the post-merger integration effort within the given timelines. The TPMO’s mandate was to help the client achieve all major milestones in the post-merger integration lifecycle. These milestones included pre-close planning, Legal Day 1, brand/name change, integration and consolidation. To this end the TPMO defined roles and responsibilities and declared leaders across both organizations who would champion the change effort. By having a centrally organized TPMO, the decision making process was streamlined across all business and technology teams resulting in a tightly coordinated integration effort.

Outcome
The client achieved all milestones on time and within budget. The acquired entity started generating new business on Legal Day 1 and the client started to realize the benefits of the acquisition within six months of deal announcement. Within 60 days of legal close, the client launched a new North American brand to replace the acquired entity’s existing brand. After only 12 months, the acquired entity was fully integrated into the client’s existing enterprise systems – financial, human resources, regulatory/compliance, and reporting. Finally, after 16 months, the client was able to consolidate physical locations, employees and technology infrastructure into the existing landscape.

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