Understanding the to-be architecture
Managing the multiple disparate systems across the three business units results in high maintenance and support overheads. Communication across business units is time-consuming and cumbersome as each uses its own CRM, sales, and finance systems. Manual processes dominate all three business units to varying degrees.
The mandate is for the transformation of the organization’s business processes into a single cohesive organization, supported by a single set of core systems supporting all three business units.
The core system will deliver the following functionality to all business units:
- A directory of all staff and users within the organization
- A centralized customer relationship management database
- A centralized partner management platform
- All business units to use the same sales, service, and field service (where applicable) platform
The goals of the digital transformation exercise are as follows:
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