Digital Forces at Play
GET TO KNOW BDO’S DIGITAL TRANSFORMATION SERVICES
Digital World
Human World
Today’s marketplace faces both external and internal. Our world is by digital and cognitive disruption.
unprecedented pressures,
dominated
Digitization is a to business transformation. Core company challenges must be addressed to be on the right side of .
catalyst
disruption
There has never been a more difficult time to be in business.
“My industry and business are under attack.”
“I’m exposed to fraud, breach, and theft.”
“New business models are challenging us.”
“I don’t know who my customers are.”
“We are drowning in data.”
“My systems are not keeping up.”
“I am too costly to compete.”
Market pressures at play.
MID-MARKET BUSINESS
TECHNOLOGY FORCES
MARKET FORCES
COMPETITIVE FORCES
explosion of data, cloud & flexible service delivery, pervasive interconnectivity
mobility and social, focus on cost, skill shortages, new entrants, sharing economy
regulatory shifts, security risks, globalization, changing customer expectations, automation
What is the solution to digital disruption?
of companies have seen from digital initiatives.
71%
of executives anticipate due to digital transformation initiatives.
79%
of companies plan to on digital transformation over the next year.
of companies say is one of their top 3 business goals in the next 12-18 months.
67%
increases in revenue
increases in profitability over the next 3 years
increase spending
reducing operational inefficiency
Digital Transformation Services
BDO KNOWS
Digital Transformation is all about reimagining your business and operations in today’s digital economy, securing your future starting today. We help clients disrupt, innovate, and transform by:
The Results?
An increase in revenue, profitability and security.
assessing your digital readiness
developing digital strategy
prioritizing digital opportunities
implementing digital solutions
We set you on your pathway toward Digital Transformation with our 3+1 approach:
DIGITAL BUSINESS
(GROWTH)
DIGITAL PROCESS
(PROFITABILITY)
DIGITAL BACKBONE
(SECURITY)
DIGITAL ADOPTION
DIGITAL BUSINESS (GROWTH)
Guiding clients through their digital transformation to create new value, market differentiation, and revenue in the digital economy.
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Reinventing operational processes by optimizing end-to-end performance and improving efficiency.
DIGITAL PROCESS (PROFITABILITY)
Advising clients on their digital foundation by addressing or removing the IT complexities, risks, and barriers to innovation, to meet business and evolving market demands.
DIGITAL BACKBONE (SECURITY)
DIGITAL BUSINESS (Growth)
We use our proprietary methodology and tools to assess your current digital readiness and maturity. By linking your key business strategies and imperatives, we benchmark your industry position to yield your digital transformation roadmap and strategy. Additionally, we optimize business case and ROI evaluation with tax weighted considerations and alternatives. We rapidly co-create an enhanced customer experience and lifecycle, identifying opportunities for increased engagement, interaction (including mobility and transparency), and new revenue sources. Identify new paths to customer intelligence, cognitive insights, and digital connectivity of your products and platforms with your customers - with IoT and AI solutions, making an enhanced customer experience become a reality. Obtain a deeper understanding of your business mix - market, product, customer segmentation, sentiments, and grievances with data, content, and social analytics to identify and assess growth and profit enhancement opportunities. Fulfill the Digital Transformation promise and its journey with managed control, governance, business enablement, user adoption, and project management to ensure timelines are met, focus is maintained, people are embracing change, and your future is secured.
Roadmapping your DT journey. Reimagining your customer experience. Harnessing intelligent products and platforms. Applying smarter business analytics. Transform with a Digital Transformation Office (DTO).
CLIENT OUTCOMES
Identify new revenue sources
Reduce customer churn
Increase customer acquisition
Increase brand loyalty
Increase mobile customers
DIGITAL PROCESS (Profitability)
Inject intelligence and automation into your operational processing, achieving greater value, performance, and true cost efficiencies with AI, machine learning, bots, and cognitive solutions. Examine the disruptive possibilities in integrating the physical and digital world - through IoT, sensors, wearables, RFID, and RPA - generating actionable profitability-enhancing opportunities and next steps. Gear up towards peak performance with insightful and intelligent business dashboards, using smart data and predictive analytics for real-time business monitoring and measurement. Replace underperforming applications to get the right information into the hands that need it most - your customers, suppliers, and employees - via mobile apps, web platforms, and smart devices. Embrace the future of work and reshape your enterprise for what lies ahead. We have a portfolio of industry solutions, accelerators, tools, and subject matter capability to progress your team to the future.
Remove and reduce costs
Mitigate risk, fraud, and exposure
Increase employee retention
Increase customer responsiveness/interaction
Personalize customer experience
Unleashing process reimagined. Connecting intelligence with products and platforms. Dialing up operational analytics. Fast-forward digital enterprise services. Innovating digital industry solutions.
DIGITAL BACKBONE (Security)
IT should allow your business to grow and develop, not hinder it. Align IT with your strategic initiatives and identify opportunities to rationalize, consolidate, and streamline IT assets/processes to provide a solid, scalable foundation. Deploy Cloud in your Digital Transformation journey and develop your applications and infrastructure to fulfill the demands of your business, leading to a better customer experience and faster time to market. We can lead you to managed and shared services considerations. Manage risk more effectively and address legacy system vulnerabilities by fortifying IT, enhancing your security backbone, and advancing resilience against cyber threats, especially in light of IoT risks. Assess your current state and create a plan for a future state, providing a roadmap to compliance in a globally connected world. Assess your current governance and risks, based on industry, geography, regulatory requirements, third party vendor relationships, and other factors; verify adherence to standards; and implement policies/technology to maintain compliance.
Simplify IT. Modernize IT. Secure IT. Comply with GDPR. Risk and Compliant Ready.
Remove and reduce cost
Decrease time to market/time to value
Reduce CapEx and OpEx
Increase innovation
Enhance enterprise security and compliance
When the digital and human worlds interact, a fully integrated change management program that informs and enables the business’ strategic direction with both readiness and capacity to change becomes all the more important.
Increased customer and user engagement
Intuitive look and feel
Rapid rate of adoption & acceptance of change
Increase productivity
Enhanced strategic positioning internally and externally
Adoption Readiness
Stakeholder engagement
Align management incentive to success
Workforce Alignment and Adoption
Interactive tutorials
Digital Adoption Platforms
Communications planning and execution
Workforce alignment
Training platforms
Performance support platforms
Feedback, response, and refinement
E-learning
Virtual delivery platforms
Commit passionate change agents
Align complexity with capable leaders/architects
Rotational programs to build skills
BDO applies today’s most relevant industry solutions, methods, and experience throughout your Digital Transformation journey to drive innovation, completeness, and competitive positioning for your future.
Launching a digital reinvention
Enterprises need to become agile, digitally consumable, and fully integrated to compete in the marketplace.
BDO LEADS CLIENTS IN IDENTIFYING C-SUITE IMPERATIVES, INCLUDING:
that impacts multiple aspects of your business models.
1
2
Reinventing customer engagement
along multiple touch points of a newly designed digital and social customer lifecycle.
3
Reimagining the core process
that drives the business, applying cognitive capabilities, deep analytics and insights across business lines and silos.
4
Innovating and migrating application suites
and broader technology architectures that enable your business, leveraging the flexibility and agility of the cloud.
Digital Strategy Levels
Our digital strategy and transformation services are targeted for one or more of the growth drivers or operational improvement areas below, allowing us to define, develop, and visualize your digital strategy and transformation.
Demand Generation
Reach & Selection
Customer Purchase Process
Customer Experience
Growth Drivers
Brand Awareness Digital Marketing Market/ Customer Segmentation
Customer access via platform/devices Location-based Services Market Access and Reach
Clean, Seamless, Secure Purchase Experience Mobile Payments Purchase Buying Behavior
Ongoing Customer Engagement Social Listening Across All Channels Improve Customer Experience
Digital and Automated Processes Automation of Manual/ Repetitive Processes Real-time insights and Analytics
Product/Cost Optimization (Plan to Forecast) Inventory Cost Optimization (Plan to Forecast) Task Automation Optimization (Sensors/ RPA)
Lean and Agile Adoption Accelerated Decision-making Predictive Analytics Leverage
Shift to Customer Self-Service ROI Tracking Cloud Computing Platforms
Process Efficiency
Asset Utilization
Agility
New Business & Services Models
Operational Improvements
Operational ImprovementS
Digital Transformation Strategy Roadmap
Our digital transformation services guide the composition of your DT Strategy Roadmap, from strategy definition and assessing today’s capability, to designing tomorrow’s vision and harnessing the plan and business case to achieve your digital readiness.
Strategic Drivers
Status Quo
Art of the Possible
Transform
Assessment
Transformation
DELIVERABLES
Engagement Plan Business Objectives & Goals Key Performance Indicators
Current State Assessment Risks & Challenges Ahead Competitive Benchmark
Future State Model Prototype (storyboard) Outcome/Results Model
Impact/Gap Analysis (getting there from here) Roadmap Plan (profess to future) Business Case/ROI (make a bet)
Digital Design Framework
EMPATHISE
Define the challenge & explore the human context
What is the problem?
DEFINE
Research, observe, understand & create a point of view
Why is it important?
IDEATE
Brainstorm ideas good & bad, don’t stop at the obvious
How do we solve it?
PROTOTYPE
Start creating, experiment, fail cheap & fast
How do we create it?
TEST
Implement the product, show & don’t tell, start to refine the product
Does it work?
The Design Thinking approach is used to reimagine/reinvent a business/operational process.
Development Framework
An Agile Scrum method is employed for rapid and iterative solution development, deployment, and refinement.
Scope
Product Backlog
Design
Sprint Planning Meeting
Sprint Backlog
Usable Software
Sprint Automation
Daily scrum
Sprint Review Meeting
Sprint Retrospective
SCRUM METHODOLOGY
Sprint Execution
Success Stories
Luxury Jeweler
National Insurance Carrier
Global Industrial Services Provider
Drug & Alcohol Treatment and Rehabilitation Centers
With the disruption in retail, coupled with the innovation in wearable technology, this mid-market luxury jewelry manufacturer knew that if they failed to digitally transform, they were going to become obsolete. Thus, they asked BDO professionals to work with their team to develop a new method to engage and offer high-end watch products through a personal experience of selection and customization to their buyers. After solidifying their strategy and focus, BDO professionals conducted a design-thinking workshop to co-create and ultimately implement a new online buying experience for high-end cliental. The solution employed mobile app and agile development, cloud platform, and POS integration.
After implementation, the client recognized an increase in sales of 38%. Further analysis showed that due to the empowerment now afforded to customers, product upselling and crossing selling were more prevalent, increasing the original order size by 60%.
At a time when every customer expects on-demand information, up-to-the-minute status updates and issue resolution almost instantaneously, this insurance carrier recognized it was falling well short of customer expectations. Auto claims processing for this national insurance carrier were taking 30+ days on average to complete. Recognizing that this was not just an operational issue but a business viability issue, the client engaged BDO professionals to find a solution. Leveraging applied advanced analytics, we identified and gained an understanding of the processing bottlenecks. This provided a framework to re-imagine auto claim processing via a design thinking workshop to co-create “Auto Claims 2.0.” This newly envisioned system was built and scaled across the claims operation applying AI, ML and RPA to optimize the end-to-end processing of routine claims.
The solution developed resulted in 70% of the client’s claims portfolio being handled automatically within just a two day period. The real result? An increase in customer satisfaction; significant operational cost reductions; and an increase in fraud detection!
A global leader in specialized industrial services was poised for a considerable amount of growth, which included acquisitions. Realizing it needed a sophisticated, transformative IT strategy to meet their needs, which included the identification and selection of a software system to support its complex customer billing requirements, they reached out to BDO. BDO drove the development of the company’s overall IT strategy. This included an alignment of all IT capabilities, assets, systems, and projects with strategic business objectives and the development of an IT strategic roadmap to define the prioritization of all projects. Additionally, BDO coordinated, moderated, and facilitated all aspects of the software selection process, which was a key pillar in the company’s overall IT strategy.
The result was a business case that required a capital investment ($20M) to cover many things, including the ERP implementation, but resulted in productivity and FTE gains of 5 – 7 times $20M over a 5 year period.
The Centers had been providing drug and alcohol rehabilitation services in the United States for over 50 years. Recently they were struggling with the back office structure, which had remained static over the recent years though the organization was evolving. Management wanted to restructure its back office to more efficiently and economically serve the Centers and focus on providing the best possible clinical health services to its patients. The Centers turned to BDO to develop and execute a transformative solution. BDO implemented an integrated solution that outsourced, improved and optimized the performance of the Finance, Accounting and IT departments. This included outsourcing the vast majority of technology staff and moving to a BDO managed data center. Furthermore, they outsourced all transactional and accounting processes to BDO’s Business Services Center to decrease department costs, as well as restructure, standardize and centralize functions.
This not only resulted in a $6M savings, but also upgraded its cyber security and data protection infrastructure around Personal Health Information (PHI) and Personally Identifiable Information (PII), which were of significant concern to the Centers given the sensitive nature of their business.
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Contacts
Managing Director National Digital Transformation Services Leader 404-979-7109 ccohron@bdo.com
Partner Technology & Business Transformation Services National Leader 212-885-7439 sgiammarco@bdo.com
Partner Management Advisory Services National Leader 713-407-3293 eyavar@bdo.com
Managing Director Data Analytics, Technology & Business Transformation Services 312-616-4638 ktiernan@bdo.com
MALCOLM COHRON
STEPHANIE GIAMMARCO
ESKANDER YAVAR
KIRSTIE TIERNAN
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