CASE STUDY
Situation_ VSAM Knowledge Solutions provided a digital adoption plan for a small business travel agency to leverage digital technologies to improve operational efficiency, enhance customer engagement and increase sales.
Obstacle__ The scope was to provide the travel agency with planning methodologies and insight toward creating a technology plan that directly linked to their business objectives. The goal was to provide the client with a roadmap and 3 solutions for 1 technology with the highest impact. The digital adoption plan was to be well-integrated with existing systems that included ballpark costs. The goal was to prepare the customer for execution of a roadmap and adoption of new technologies.
Actions __A kickoff was conducted to present the objectives, review the timeline and approach, discuss the winning condition and book the workshops. The project was broken down into 3 phases: Discovery, Develop and Deliver.
The 1st phase consisted of workshops a) Business Objectives Workshop in which a Business Strategy Alignment workshop in which the business model canvas (BMC), business objectives and quote/order to cash process was reviewed; b) Digital Impact Workshop in which a Digital Maturity Assessment was reviewed and compared to other similar sectors, educating the client of digital intensity and digital culture, exploring the impact of digital on your organization with key action items with RACI relative to intensity and culture ; c) Customer Experience Workshop in which the customer experience and technology stack was documented and review to support each touch point in the customers experience, and to educate the client how the customer’s sales funnel might integrate to the back office.
The 2nd phase consisted of a a) Digital Strategy Alignment workshop in which priorities were established and aligned; review of the outcome from phase 1 workshops; clarification of the most priority technology for research; focusing and confirming the expectation with the client on researching 3 options of 1 technology; b) Securing your Business Workshop in which a review of the risks and impact of cybercrime and defining top actions to protect the business was performed using a Cybersecurity Assessment; and exploring the importance of managing customer data and securing information with backups.
The 3rd phase consisted of a) Performing solutions research where 3 viable solutions based on single, most impactful technology y (1 type vs. stack), evaluating financial fit, business fit (technical support, benefits), skill requirements, and integrations b) Representation of Phase 1 and Phase 2 c) Introduction to the solution research, recommendations and digital roadmap. d) Insights on project management, culture and governance centered on digital adoption.
Results_The digital adoption plan for the small business travel agency provided a review of 3 software developers for integrating the Travel CRM along with business landscape APIs with a Self-service web portal. The 3 business objectives were reviewed and the resulting implementation roadmap. The cybersecurity assessment was reviewed and the impact of implementing changes to the small business from the original score of the current cybersecurity of the organization. The improvement to the quote to cash with the implementation of the digital technology. Project was delivered on time and on budget.
