Seeing the Value of Change in Digital Transformation
In the competitive world of software, technology not only enables the business; it is the business.
Yet implementing technology innovation can prove tricky even for a cloud-based learning and human capital management provider like Cornerstone OnDemand. According to consultancy Deloitte, 70% of transformation efforts fail.1 Part of the challenge is that technology implementations often have far-reaching impacts on people and processes. If proactively managed, these impacts can be beneficial; if not, they can lead to unintended consequences and unrealised value.
Deloitte’s work with Cornerstone shows how close communication and advanced planning, including establishing a solid business case, are critical to success. Deloitte’s strategic alliances with Salesforce and Oracle also play a key role in guiding Cornerstone through the transformation of their business operations into one global process for sales, revenue operations and finance across the organisation’s global territories.
“As new leadership for Cornerstone came in, they saw an opportunity to simplify their business processes, expand their breadth of services to customers, and improve customer experience” explains Sid Pinnamaneni, managing director for the Cornerstone account at Deloitte Consulting LLP.
His work with Cornerstone began with establishing a business case to align the organisation on the value of the initiative before starting the transformation journey. This meticulous planning set the stage for a comprehensive transformation programme, with clearly determined business outcomes so Cornerstone could understand what exactly it would get out of the programme before proceeding.
“It’s important to identify the value creation levers, whether they are revenue growth opportunities, international expansion or cost reduction opportunities, and set the vision and objectives of the programme appropriately,” explains Sid.
Central to the success of this initiative was Deloitte's emphasis on change management. Recognising that technological transformation often falters due to resistance or lack of adoption, Deloitte deployed a proactive, methodological approach to change management, leveraging cutting-edge technology to facilitate the process.
One of the key technological innovations employed in the change-management effort was Cornerstone's own MyGuide product.
Sid explains: “MyGuide was very effective in offering guided learning capabilities and created an immersive in-app training experience that made a big impact on adopting the many changes."
"Plus, leadership gave us the liberty to challenge the status quo and enable industry-leading business practices, which was music to our ears.” This autonomy allowed Deloitte to tap into its vast repository of knowledge about leading practices in the software sector.
To help ensure the successful completion of this ambitious programme, Deloitte adopted a hybrid delivery model, a strategy that has become increasingly prevalent in the post-COVID era.
While much of the work was conducted virtually, key sessions were held in person.
"These in-person sessions were planned with a purpose,” says Sid. “For example, they often encompassed important design discussions, major testing events, or cutover activities."
As organisations continue to navigate the complexities of digital innovation, the Deloitte-Cornerstone collaboration illustrates the power of articulating business goals and proactively managing change in driving true business transformation. By leveraging Cornerstone's innovative products within Deloitte's proven frameworks and methodologies, the collaboration has set a new standard for technology-driven business evolution.
Read the full Cornerstone Report HERE.
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