In the realm of digital transformation, the role of a technical advocate is pivotal in ensuring that system implementations align seamlessly with a company’s unique business needs. Unlike traditional implementation partners who primarily act as liaisons between software vendors and clients, technical advocates represent the client’s interests from start to finish. They focus on identifying and executing essential process and data upgrades crucial for optimal system adoption.
Technical advocacy in action
A compelling illustration of technical advocacy in action is our collaboration with an industry-leading multinational manufacturer. In 2018, the company embarked on implementing an AP workflow management solution across its two ERP systems: MAPICS (now known as Infor XA) and Mincron. The initial implementation for MAPICS was successful, significantly enhancing efficiency in their accounts payable (AP) processes related to manufacturing.
However, challenges arose during the subsequent implementation for Mincron , the ERP system utilized for their distribution division. The implementation partner assumed that the requirements for Mincron mirrored those of MAPICS and proceeded without conducting an independent requirements-gathering session. This oversight led to a misalignment between the AP workflow solution and Mincron, resulting in a substantial backlog of invoices failing to process correctly.
By 2022, this backlog had escalated to a material accounting issue, with significant AP liabilities missing from the financial statements.
Leading a reimplementation
Recognizing the severity of the situation, the company’s leadership decided to reimplement the AP workflow solution for Mincron. They enlisted our services to provide technical advocacy, ensuring the new implementation would be tailored precisely to their needs.
Our approach encompassed several key responsibilities:
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Client engagement and resource managementWe facilitated active participation from the client’s IT organization and user community, ensuring all stakeholders were engaged and informed throughout the project. |
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Unbiased advisory servicesServing solely as the client’s advocate, we provided impartial advice, helping them make informed decisions about necessary and cost-effective solutions. |
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Stakeholder analysis and change managementBy identifying and involving internal champions, we secured organizational buy-in, which was crucial for the successful adoption of the new system. |
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Project management and problem resolutionLeveraging our technical expertise and project management skills, we kept the initiative on track and addressed underlying issues with the client’s best interests in mind. |
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Master data managementWe emphasized the importance of clean master data, leading efforts in data cleanup to ensure the new system functioned as expected. |
Thorough requirements gathering for tailored ERP implementation
Our collaborative efforts included a weeklong, on-site requirements gathering session with the client’s key stakeholders and the vendor’s implementation team. This thorough approach ensured that the new implementation was designed to meet the specific needs of the Mincron system. Despite encountering challenges, such as identifying a major bug in the production solution that we discovered during user acceptance testing (UAT), our proactive management and clear communication facilitated timely resolutions.
Outcome
The outcome was a resounding success. The client’s invoice backlog was reduced to nearly zero, and AP process automation increased from 5% to 60%, substantially improving operational efficiency. Moreover, the leadership team experienced peace of mind, knowing they had a dedicated advocate overseeing the project, allowing them to focus on their core responsibilities without being entangled in the daily intricacies of the implementation.
This client’s experience underscores the critical role of technical advocacy in digital transformation projects.
By representing the client’s interests and providing unbiased, expert guidance, a technical advocate ensures that system implementations are not only successful, but also aligned with the organization’s strategic objectives, ensuring lasting value.
Learn more about how our team can help you introduce technology-driven transformative business improvements.
About the Author
Caroline Perez is a Principal with SolomonEdwards based in Houston. She specializes in OTC, P2P and shared services optimization initiatives. Her early background includes eight years in system software development under the Space Shuttle program for United Space Alliance.
