Why Do CTRM / ETRM Implementations Take So Long? (Part 2)

Would an architect advise on building construction without analyzing the blueprint first? Without a full understanding of the materials required, methods, actual conditions of the site etc. assumptions will need to be made. If those assumptions turn out to be incorrect, they usually don’t rise to the surface until later, and after the reality of construction makes it apparent. Making decisions based on assumptions and not facts, at best could lead to delays and budget overrun, and at worst put the integrity of the building at risk.


In CTRM implementations, it is often the case that business processes are not well documented beforehand, or there is conflicting interpretation of those processes. If a company does not have a handle on their current processes or how their systems work (or how are they supposed to work), they will be less likely to improve on them. If everyone has their unique interpretation of processes, chances are getting a consensus on how the new CTRM solution should work will be challenging. This results in an inconsistent understanding of how the new implemented system is to operate, ultimately leading to project delays and lack of user adoption.


Business Process Review

Many companies underestimate the value of the business process review (BPR) phase prior to implementation, as most believe that this refers simply to mapping out the existing business processes to match how the new CTRM solution should fit in. Unfortunately, this view takes us back to a replacement mentality and could mean simply having the new system replicating legacy operational efficiencies.


Indeed, mapping out the process is a core part of the BPR exercise, but reviewing them in conjunction with your CTRM vendor or implementation consultant is where the real value lies. Here your CTRM partner is able to better understand your strategy, test the existing process, add industry best practices and work with you to implement improved business processes throughout the company; all supported by the new CTRM system.


In the context of change management, the old adage of ‘people are creatures of habit’ has also proven true. On many occasions there is an effort to clone the system that is being replaced. However, the ambition should never be to replace a broken system.


Old Habits


The fear of change can hold users back from enhancing the overall user experience. In a study by Vason Group, “9 out of 10 IT decision-makers claim legacy systems are preventing them from harnessing the digital technologies they need to grow and become more efficient”. By involving users and senior management at an early stage in the business process review, it generates a sense of ownership and empowerment across the end user community, contributing to a reduction in project risk, shorter implementation timelines and an increased rate of user adoption.


CTRMCloud offers CTRM as a service, allowing for data to be collected, analyzed and reported in near real time from all areas of the business. Contact us to learn more.

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