Application Management Services

How we onboarded an acquired company and accelerated an ERP rollout for a materials distributor

Challenge
How we onboarded an acquired company and accelerated an ERP rollout for a materials distributor.

Solution
Deloitte collaborated with the client's European teams to redesign processes, eliminating manual workarounds and creating a global template for ERP onboarding. Deloitte managed the ERP launch in Europe and continued the rollout in North America, ensuring minimal disruption. The initiative included onboarding distribution centers and hundreds of new users efficiently.

Results
The distributor now benefits from integrated software applications and standardized processes across all locations, enhancing IT support capabilities. Deloitte's ongoing collaboration has strengthened the ERP environment, providing resources and solutions. This approach has positioned the IT team to accommodate future growth, both organic and inorganic, on an accelerated timeline.

Application Management Services

How we reduced IT ticket volume for a global telecommunication company

Challenge

A large wireless carrier faced an overwhelming volume of IT support tickets, leading to longer resolution times and decreased user satisfaction. Many tickets were repetitive, indicating unresolved underlying issues. This high-ticket volume diverted resources from critical IT projects, creating a bottleneck in IT service delivery. 

Solution

Deloitte AscendTM's Generative AI-powered Problem Insights module analyzed 12 months of support tickets to identify root causes and patterns. Key mapping and upstream data issues were addressed through targeted resolutions, including a new user interface and workshops. Knowledge transfer documents empowered users to resolve common issues independently. 

Results

AI-driven data analysis reduced incoming tickets by 55% and the backlog by 40% over ten months, optimizing support team capacity by 35%. This allowed the team to be redeployed to other transformation activities, streamlining incident response and improving overall user satisfaction.

Advise As A Service

How we partnered with a telecommunications giant to transform their IT group.

Challenge

A global telecommunications giant faced challenges with an expanding IT ecosystem and high costs. Deloitte was chosen to manage critical applications and build a new operating model. By transitioning applications quickly and shifting to Agile development, Deloitte helped reduce costs by $12 million and freed up 34 employees for higher-value work.

Solution

A Fortune 15 telecommunications company hired a new CIO to digitize core processes and transform IT. Deloitte transitioned applications within a month, reducing costs by $12 million and freeing 34 employees. The shift to Agile development and a product-centric model improved flexibility and alignment with business needs, fostering continuous improvement and value creation.

Results 

Deloitte partnered with a telecommunications giant to transform their IT group. By transitioning applications swiftly and adopting Agile development, Deloitte reduced operating costs by $12 million and freed 34 employees for strategic tasks. The new operating model and Results Management Office ensured alignment with the CIO's vision, focusing on continuous improvement and value creation.

Advise As A Service

How we revamped accounts payable for a global consumer products company

Challenge

A global consumer products company faced significant issues in its accounts payable (AP) department due to rapid growth and increased consumer demand during the COVID-19 pandemic. The AP department struggled with a backlog of over 40,000 invoices, leading to delayed or missed payments to vendors. This inefficiency resulted in major suppliers issuing a credit hold, severely impacting the company’s ability to produce and sell products.

Solution

Deloitte’s team redefined the AP department’s structure, processes, and policies. They deployed a mix of onshore and offshore resources to address the backlog and bring the company out of credit hold. The team examined the payment lifecycle, identified process breakdowns, and implemented Robotic Process Automation (RPA) to enhance invoice payment accuracy. A specialized triage team managed supplier questions and urgent payments, ensuring smooth operations and preventing future issues.

Results

The transformation stabilized AP operations, lifting the credit hold and reducing invoice processing times from over 50 days to five days. This decreased past-due invoice emails from 350 to 25, allowing focus on improvement initiatives. Cash forecasting accuracy improved to 1-2%, with payment accuracy at 99.9%. RPA reduced payment errors to less than 1% per week and decreased the AP team’s workload by 16 hours per week, reducing overall costs and improving working capital by 5%.

Enterprise Operations as a Service

How we helped an audiovisual technology solution provider improve operational performance

Challenge
A leading audiovisual technology solution provider was facing challenges to deliver new platforms while modernizing the operational technology and improving operational performance. The client needed a trusted delivery partner to help implement their cloud-first strategy while embracing automation and consistently upgrading their existing operational technology landscape.

Solution
In response, Deloitte helped the client leverage the right tech stack for their operations while adopting to latest advancements like cloud-first approach, automation, and AI. Deloitte has accelerated change for the client by adopting to the right tech stack, augmenting talent, and harnessing the cost-effective modern technology platforms.

Results

Tangible business outcomes, cost optimization, transformation to a future-ready organization, and persistent operational excellence by consistently analyzing the skill gaps and technology gaps.

Application Operate Services

How we helped sustain and optimize HCM and payroll systems

Challenge
This home appliance manufacturer engaged Deloitte to help replace a legacy on-premises human capital management (HCM) system with an SAP SuccessFactors cloud-based platform and an on-premises payroll system from another vendor. But the new applications and platforms still needed break-fix maintenance, monitoring, and optimization, all delivered in a consistent, cost-efficient way.

Solution
In response, Deloitte assembled an application operate services (AOS) team to support the many countries where the client had operations. Besides handling integrations and business-as-usual support, the AOS team cleared a backlog of nearly 50 support tickets and replaced missing and fragmented documentation. The team also optimized operations and addressed underlying reasons for recurring incidents.

Results
With Deloitte running the client’s HCM technology, the company was able to execute business processes more efficiently and provide a holistic view for company leadership. Summary and detailed AOS insights shone a light on key data governance, business process, and IT service issues. Meanwhile, the AOS team brought agility and discipline to the client’s support model.

Industry Solutions and Process Enablement

How we streamlined regulatory filings for a large drugmaker

Challenge
To secure regulatory approval in the United States, drugmakers must submit a dossier of all the data they collected and analyzed from a drug’s clinical trials. But dossiers can run millions of pages. Creating them manually, as this biopharmaceutical giant was doing, is an often-expensive, time-consuming process that can erode patent duration.

Solution
We created a service to manage the components and documents that become regulatory submissions. The solution reflects the fact that different modules of a common technical document often include the same information. By deconstructing this content into reusable components, users can automatically plug information into the appropriate places of a dossier and reuse information in other dossiers.

Results
The Structured Content Authoring (SCA) platform and configuration services grew to support more than 1,300 users, over 100 active filing regulatory documents, and 60-plus therapies across the US and European Union. Meanwhile, we streamlined the operating process and built a strategic roadmap to continue delivering insights and efficiencies via information reuse and automation.