The Problem

# A Partner to Chart the Course for a Successful ERP Implementation

For every retailer, providing customers with an exceptional customer experience is crucial for remaining competitive. At a global apparel company, thousands of support agents utilized a decades-old, unsupported case management platform. They needed to move to a more flexible, cloud-based platform ERP system. To fulfill the needs of specialized teams, all of which catered to a broad range of customer cases, significant customization was required. While the company had selected a new system and integration partner, the initial requirements and early implementation showed signs of misalignment and stress. They required an experienced project and change partner who could reset program practices and timelines to successfully transition to the new platform that aligned with the needs of global stakeholders.

Our Approach

# Driving System Implementation Success With Strategic Planning, an Agile Approach, and Change Management Best Practices

The Propeller team began by identifying the project requirements, establishing realistic timelines, and aligning the stakeholders. They then interviewed the stakeholders to identify the most common system workflows and underlying functionalities. With this knowledge, the team guided the internal and external development partners to leverage agile methodologies and work towards a minimum viable product (MVP). Throughout the project, they responded to continuous requirements discovery.

To drive progress, Propeller divided the project into critical workstreams such as development, configuration, training, and data migration. Leads were assigned to each stream to ensure progress.

The team also established daily stand-ups with core team members and weekly gatherings with global stakeholders. These meetings were critical to accurately map current and future work priorities and timeline resets. Knowing that change management practices are crucial to program success, the Propeller team integrated core change management practices including stakeholder communications and alignment, end-user training, and adoption strategies.

# Services Provided

  • Customer Service Operations
  • Change Management
  • Communication & Training Delivery
  • Cloud Technology
  • ERP
  • Stakeholder Engagement
  • Tech Implementation and Integration

Value Delivered

# Successful Implementation Enabled Better Customer Experiences

The system was successfully implemented with new agile ways of working, program governance, and detailed communication and training. Within the new system, service agents were able to locate necessary system information faster and respond to customers in a personal, high-touch manner. This resulted in a 12% decrease in case management resolution time. Most importantly, the new ERP system received positive reviews from hundreds of end-users and thousands of customers across five initial geographies. Within a year of the first geography launch, all customers worldwide experienced improved customer service with the new system.