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Digital ERP

Realizing the value of ERP with improved
UX & mobile enablement


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Companies are spending large sums of money to replace aging, disparate Enterprise Resource Planning (ERP) systems with integrated packages and processes. Many ERP implementations are funded and driven by a business case that outlines not just implementation costs, but also the anticipated long-term ROI. Though organizations typically receive some benefits, they’re often not as high as expected due to complicated user interfaces (UIs) and the resulting high training costs, slow user adoption and data entry errors.

We realize the importance of combining creative mobile design, business process innovation and deep technology experience with practical business strategy. Our mix of creative, user experience and engineering talent allows us to offer an integrated approach to enterprise mobile enablement. We build solutions that help our clients simplify complex ERP and legacy systems – providing marked benefits in improved productivity and user adoption. Learn more about the offering.

Featured insights

Deloitte Digital
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The mobile chasm: A growing gap between the status quo of today and the potential of tomorrow
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Deloitte recognized as a Leader in Enterprise Mobility Services
Deloitte has been recognized by Forrester Research, Inc. as a Leader in the inaugural Enterprise Mobility Services Forrester Wave™, Q1 2013 report.

Meet our people

  • Jaco Van Eeden, Principal, Deloitte Consulting LLP
  • Carl Lay, Principal, Deloitte Consulting LLP
  • Jeffrey Eberhart, Specialist Leader, Deloitte Consulting LLP
  • Robert Medary, Senior Manager, Deloitte Consulting LLP

Learn more about the offering

Important business issues & solutions
Traditional ERP systems, though fully-functional, often lack intuitive and easy-to-use interfaces. As a result, many organizations don’t realize gains in processing efficiency and quality.

By relying on an ERP solution alone to deliver intended business process efficiencies, organizations are faced with higher risk (cost, schedule, performance) and underachievement of business operations objectives. In addition, the transaction and data clutter result in resistance to change and user frustration, and misaligned job functions (from legacy systems to new ERP system roles) lead to low adoption rates and training problems. To address these issues, organizations invest heavily in expensive and time-consuming change management and user training.

What’s holding organizations back?
Organizations are beginning to see the value of introducing usable solutions, whether mobile or desktop, to improve business process efficiency and monetize in other areas. However, they tend to approach this with caution due to a lack of a common user experience (UX) across applications, platforms and devices and an understanding of what technologies to use; inexperience in effective UI design; rapidly changing technologies and market leadership; outdated, system-up approaches; and a prior IT mindset of end user control, instead of embracing the proliferation of mobile initiatives and accelerating the mobile adoption learning curve.

How we can help

We realize the importance of combining creative mobile design, business process innovation and deep technology experience with practical business strategy. Our mix of creative, user experience and engineering talent allows us to offer an integrated approach to enterprise mobile enablement. We build solutions that help our clients simplify complex ERP and legacy systems – providing marked benefits in improved productivity and user adoption. Our capabilities include:

  • Vision and strategy
  • UX design and creative services
  • Native, hybrid and responsive web design
  • Enterprise mobile enablement
  • Assessment and prototyping
  • Service offering catalog
  • Security and governance
  • Architecture design
  • Data management

A demonstrated approach
We use an agile development methodology to look beyond the technology platform to assess current capabilities, identify gaps and develop a customized future-state architecture and implementation plan. We strive to understand the user’s context and goals, visualize the user’s intended focus and design in a way that encourages the user to make an emotional connection.

Why Deloitte Digital?
Our Digital ERP offering delivers the full stack of services – beyond mere systems integration. Unlike the competition, we offer a breadth and depth of user engagement knowledge paired with a focus on platforms and technology. Deloitte Digital provides:

  • Detailed service provider experience. Our practitioners offer expertise beyond system integration, including mobile strategy, usability visioning and POC development.
  • Focus on usability. We recognize that application adoption is critical to project success. Our approach to user engagement makes us a recognized leader in developing intuitive and highly usable applications.
  • Portfolio of mobile accelerators. We have invested tens of thousands of hours to develop highly usable solutions with multiple platforms to help accelerate the design and implementation phases on any project.
  • Platform-agnostic POV. Our experience spans platforms and technologies and our alliances with both trusted leaders and challenges allow us to best meet business needs with an unbiased point of view.
  • Tested track record. We have successfully completed 100+ user-engagement and mobile-enablement projects, spanning industries and ranging in complexity from 10 to 15,000 users.

Bottom-line benefits

Usability and mobile enablement focused projects can improve bottom-line benefits, including: improved first-pass data quality and operational efficiency and service; higher user adoption and satisfaction; reduced training costs; faster time-to-value for new technology implementations; improved flexibility and speed-to-market; and the ability to capture data at transaction point. Our services also provide strategic value by way of a different approach and new way of thinking when planning for future mobile projects.

Real-world examples include:

  • Whole-sale food distributor, $30M increase to the bottom line
  • $45M additional revenue in 2.5 years for direct-to-consumer distributor
  • Productivity gains of 66% fewer clicks for customer service agents
  • Sales productivity increase of 60% for a high-tech company
  • 55% average reduction in training time for implementation
  • 300% productivity improvements for a large utility company

Four ways to get more value now

Acknowledge reality. Instead of creating an experience that reflects an ideal set of processes, build around the reality of how users engage and interact with the system. From there, build toward your ideal.

Make it visual. Generally speaking, the more visual and simple an interface, the more engaging – so think like a designer, not an engineer. Are the steps simple and intuitive? Is the color palette inviting? Is the design emotionally engaging? Make sure that your designers have a seat at the table, from visioning to implementation.

Build in measurability. Measure user engagement, not only to justify your efforts, but to inform future improvements as the system evolves.

Don’t answer the wrong questions. Less is more – don’t display more information than needed. Understand the user’s needs and role to deliver a targeted, effective experience. Then make design decisions that provide the user with easily accessible information.

Digital ERP in action

Increasing productivity with SAP CRM
We worked with a leader in office product solutions and retail office products to define and implement contact center processes for the customer service and telesales division, focused on replacing existing CRM system with SAP CRM. The solution included a Rich Internet Application (RIA) and an intuitive UI built using Adobe Flex integrated with SAP CRM.

As a result, the highly usable, integrated and agent-facing UI resulted in a 66% increase in agent productivity and enhanced user experience with 60% fewer clicks to complete calls. In addition, the solution provided unified communication through multi-channel interactions, a one-click-360-degree customer view and real-time analysis.

Building customer-focused operations
A large $1.3 billion global manufacturer of OM Equipment for Hospitals and Surgery Centers engaged Deloitte Digital to consolidate systems, improve existing processes and provide visibility into customer contract and entitlement information in the field through a Customer-Centric Operational Model.

The engagement resulted in revenue and productivity gains, improved customer service, fewer concessions and more revenue billings. Technicians can now efficiently fix service issues and carry less inventory, reducing costly overnight shipments. Ultimately, the project resulted in the realization of a five-year business case in three years.

Delivering business efficiencies
We collaborated with an online grocery store with home delivery to deliver process improvements and mobile capabilities. The goal was to help sales reps access customer and order information and manage delivery routes. Our work improved service quality and delivery efficiency through technology-enabled route managements. As a result, sales reps were also able to visit more customers and build a new customer base.

Deloitte Digital
Deloitte Digital combines convention-challenging creative with trusted business and technology skills to define and deliver tomorrow's digital business. From B2B, B2C, or B2E, we deliver strategy, mobile, web, social, digital content and digital ERP solutions to help strengthen your brand and evolve your business.

As used in this document, “Deloitte” means Deloitte LLP and its subsidiaries. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries. Certain services may not be available to attest clients under the rules and regulations of public accounting.

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