- Process gaps after poorly executed ERP implementation
- Organization experiencing extreme change fatigue
- 32 separate departments impacted
- Lack of customer service mindset
- Captured and assessed current processes, workflows, roles and responsibilities
- Streamlined financial processes and re-assigned at task level
- Created ‘life of ticket’ workflow, SLA policies, communications plan, and resource organization
- Piloted solutions on a process-by-process basis
- Updated, centralized, and categorized large volume of training and support materials
- Created a formalized feedback plan and success metrics
- Re-trained team in both tactical and personal skills to enable teams to shift to a customer-service mindset
Following a complex and challenging ERP implementation, the university’s finance team engaged Percipio to drive greater consistency and efficiency across financial processes and to build a more customer-focused support organization to better serve campus departments. Percipio conducted a comprehensive assessment of the organization, evaluating leadership, processes, team structure, and workflows.
Based on this assessment, Percipio delivered a detailed report outlining key findings, actionable recommendations, and a clear roadmap for transitioning to a more efficient, customer-centric operating model. This future-state approach included streamlined and reallocated processes, end-to-end ticket lifecycle transparency, and a cohesive communication strategy.
Working in close partnership with the finance team, Percipio implemented improved processes, established clear process ownership, and developed standardized operating procedures (SOPs) to support consistency and accountability. In addition, Percipio designed communication and training plans to ensure long-term adoption and sustainability beyond the project timeline.
As a result, the university’s finance team now operates with streamlined, well-defined processes, and leadership has a clear, actionable roadmap to sustain and expand this new way of working.
