ERP Core Modernisation

Build a connected and future-proofed business by ensuring your people and processes are armed with speed and efficiency.

Remain agile and continuously elevate your ERP operations by addressing change at the enterprise level and working across organisational lines.

Drive decision-making based on KPIs, so you can take the right actions on the right signals at the right time. 

Proactively understand how your current ERP functions by scanning for customisations in the core and relocating them to the ServiceNow system of engagement.

Execute on the highest-value customisation opportunities by building fully automated digital processes directly in ServiceNow instead of your ERP core.

Work with Deloitte to identify opportunities for sustainable improvements to high-impact processes and develop a plan to connect ERP resources across your enterprise.

Gain full control of value realisation, time to value and complexity of improvement investments through a tailor-made transformation plan built with Deloitte.

Bring human-centric design, modern UX and the customer journey together through engaging customer-grade digital experiences with ServiceNow.

Regularly improve, reuse and realign investments and identify new automation opportunities with Deloitte’s Operate to Innovate program that leverages Deloitte’s Digital Factory capability.

Client Challenge

The client’s existing processes to set up new products and enable their orderability from across their large national network of distribution facilities were manual, one-at-a-time, prone to error and complicated by the fact that the process required integrations with eight other systems. Furthermore, the process needed to support requirements that differed by state. These existing processes delayed orders and were a considerable source of employee dissatisfaction with IT. Success often required undocumented knowledge that only a select number of employees possessed.

The Solution

Deloitte addressed these challenges through an agile and collaborative implementation of a ServiceNow business application integrated with systems of records providing:

• A single, end-to-end process with variations by state as required by regulations and organisational preference
• Tracking, notes and activity monitoring capabilities that enabled employees to know precisely where the request was in the process at any given time, to know what actions were outstanding and to collaborate real-time
• Integration with eight other enterprise IT systems with error handling
• The ability to interact with single requests or in bulk 

Value Delivered

• Reduction in time to complete new product requests by over 28%
• The ability to track errors and quickly identify their root cause system
• Clearly measurable service-level agreements (SLAs) and sophisticated key performance indicator reporting
• Increased employee satisfaction 

Client Challenge

The client’s internal and external customers and vendors needed to maintain lists of postboxes, systems and passwords to interact with different support, service delivery or customer relations teams. The client’s shared-service and back-office employees worked out of multiple interfaces, their systems lacked interoperability and automation and their enabling data was fragmented and unstructured. As ticket volumes grew, teams were unable to meet the demand which affected customer satisfaction. The client entrusted Deloitte to transform service operations and create experiences that delighted customers, vendors and employees.

The Solution

Deloitte addressed these challenges through an agile and collaborative implementation of a ServiceNow business application, integrated with other out-of-the-box ServiceNow applications and external systems of record such as SAP ERP, Ariba, Fieldglass, CRM and SuccessFactors to provide:

• A single one-stop-shop for external customers and vendors to manage master data like contacts and payment methods, submit requests/queries such as account reconciliation, financial statement checks, invoice verification and get support
• A single one-stop-shop for internal customers to manage customer details, submit requests such as manual journal entries, fixed asset add/change/dispose, financial reporting, intercompany accounting and more
• Always-on, intelligent and personalised experiences; end-to-end process with variations by geography
• System built to maintain process integrity and streamline auditing

Value Delivered

• Automated or deflected approximately 20% of internal case volumes and 67% of external case volumes
• Localised instance in 8 languages (English, French, German, Chinese, Japanese, Russian, Spanish and Brazilian Portuguese)
• Clearly measurable service-level agreements (SLAs) and sophisticated key performance indicator reporting
• Increased both customer/vendor satisfaction and employee satisfaction

Client Challenge

A large transportation company was looking to reimagine processes and the employee experience to drive efficiencies and create an enhanced user experience. Deloitte partnered with the client to design and implement a digital platform that brings together disparate data from various source systems, optimises workflows, enhances collaboration and enables AI capabilities.

The Solution

Deloitte addressed these challenges through an agile and collaborative implementation of a ServiceNow Customer Service Management (CSM) Workspace for revenue service agents to provide:

• A single one-stop-shop for revenue agents to research, collaborate and resolve dispute cases eliminating the need to swivel between ten different revenue management, adjust management and re-rate systems
• A digital platform, including a personalised agent workspace, a centralised channel for collaboration and a consolidated view to act as the one source of truth for all data
• Human-Centred Design approach to understand the user's current state processes, pain points and opportunities to optimise workflows and enhance the experience of day-to-day work
• A Minimum Viable Product (MVP) for a single user group to provide immediate value while accelerating delivery timelines; feedback was gathered on the MVP to incorporate into future releases  
• A scalable solution to scale across the additional user groups, integrate with additional systems and enable AI capabilities to provide intelligent insights

Value Delivered

• The digital solution will drive efficiencies for the organisation through improvements in transaction accuracy and time to resolution, as well as increase employee satisfaction and reduce employee attrition
• Productivity improvements by reducing 40 different systems/screens to 2 screens for revenue management agents
• Increased customer satisfaction

Client Challenge

Client was looking to reimagine their vendor support processes to drive efficiencies and create an enhanced user experience for vendors, service agents and internal users. Main challenges to overcome: 

• High volume of queries are managed through different postboxes; An overview of how many queries being handled was lacking
• Agents need to manually search through multiple financial systems to find required information about invoices

The Solution

Deloitte addressed these challenges through an agile and collaborative implementation of ServiceNow Customer Service Management (CSM) for vendor service agents to provide:

• Single platform to manage all cases and portal as single-entry point to submit all internal queries and requests
• Personalised agent workspace with easy access to communication channels and predefined response templates
• Relevant data to support swift case resolution readily available on the case form through integrations with financial systems
• Portal including an intuitive taxonomy and AI search functionality to browse for request forms or knowledge

Value Delivered

• Faster resolution times by having relevant data readily available on the case form
• Improved management insight in cases handled, e.g. amounts per category, throughput times and repeating patterns
• Enhanced user experience through more transparency in the status of their queries or requests