Publisher enhances operational efficiency and team collaboration

During periods of growth, it’s not uncommon for operational inefficiencies to significantly affect business operations. One RSM US LLP client—an established educational institution and publisher—struggled with decades-old legacy systems and processes, a tenured workforce, and evolving customer demands. The company needed operational modernization.

The organization turned to RSM, an industry leader in organizational change management and IT modernization. Leveraging a people-centric change management strategy, RSM helped the client streamline operations, overcome employee apprehension and enable sustainable growth through the implementation of Microsoft Dynamics 365.

Obstacles to growth

One major issue holding back the organization was the use of myriad systems to run the business. Each department was dependent on its own tools and systems with little integration, leaving communication gaps across the business. From balancing spreadsheets to reconciling data by hand, employees spent significant time problem-solving systems and validating data versus building value for the business.

In addition, the e-commerce platform hurt the credibility of the organization. When placing orders, customers were faced with an outdated interface with confusing navigation that provided unreliable information. On the back end, the processes were siloed, leading to shipping delays, overwhelmed employees and a flood of customer support calls.

Although the systems were outdated, a number of staff members were reluctant to embrace new approaches. With employees accustomed to highly customized workflows, there was a natural resistance to adopting new technologies and processes. The workforce’s comfort with and reliance on workarounds further deepened this challenge. Decision makers feared that this resistance could jeopardize the success of a large-scale transformation.

Although business was projected to grow rapidly over the next few years, leadership did not have confidence that the infrastructure and operational workflows could scale to meet demand. The organization needed a unified workflow that could grow with the business while providing a seamless experience for employees and customers.

These challenges highlighted the urgency of implementing an integrated solution that addressed not only technology but also the human factors tied to the success of organizational change.

Finding the right approach

RSM began by understanding the client’s pain points, business goals, operational structure and cultural dynamics. The firm knew that to accomplish real transformation, it couldn’t just drop in a new piece of software and hope for the best. This strategic groundwork paved the way for a customized approach, positioning RSM as a trusted advisor in the organization’s operational transformation.

RSM conducted an in-depth stakeholder analysis and organizational readiness assessment. This analysis not only identified potential roadblocks but also provided actionable insights into the client’s cultural landscape. Employees across various roles and levels participated in this diagnostic phase, giving RSM a 360-degree perspective. RSM flagged key risks, such as resistance from long-tenured personnel and gaps in change readiness, for early intervention and mitigation.

To gain buy-in from senior leaders, RSM facilitated alignment workshops with executives, focusing on the strategic importance of the transformation. Leaders emerged from these sessions not only aligned in their approach but also prepared to serve as champions of the change initiative. RSM helped leaders communicate the vision for change through an awareness campaign designed to engage all levels of the organization.

The campaign answered critical employee questions, such as “Why change now?” and “What’s in it for me?” and educated the workforce on how the changes would benefit them and the organization. This established a foundation of trust and created excitement for the initiative.

Employee readiness and adoption were top priorities for RSM. That meant going beyond the technical implementation of Microsoft Dynamics 365 and focusing on people. Steps included:

Modernizing with Microsoft Dynamics 365

The technological heart of the transformation was the implementation of Microsoft Dynamics 365, which consolidated the client’s fragmented systems into a seamless, state-of-the-art platform. Microsoft Dynamics 365 addressed customer service, supply chain and finance processes under one unified system. This solution streamlined operations, eliminated redundancies and improved the client’s ability to serve customers quickly and effectively all while enabling scale as demand changes.

RSM’s meticulous planning culminated in a smooth transition to the new system, underpinned by pre-go-live checkpoints that balanced technological readiness with people readiness. RSM delayed the system’s go-live date when indicators suggested the team needed more time to adapt, reinforcing the idea that people are the key to successful change.

By the end of the project, the client had more than just a new system. The company had a more efficient, empowered team that could adjust to growing demands. The improvements included:

Perhaps most impressively, the company culture shifted. Change became an opportunity, fueled by RSM’s ongoing engagement and the organization’s champions of modernization. The trust established between teams laid the groundwork for lasting partnerships and continued collaboration, driving further innovation and shared success.

RSM didn’t simply install a new system and walk away. Part of the firm’s role was creating sustainability. The organization now has a change readiness framework, set up to tackle future transformations on its own. The change champion network remains intact, and employees now work within a structure that embraces evolution.

The takeaway

This project emphasized key lessons for businesses considering big changes:

Technology should work for people, not vice versa: All the innovations in the world do nothing if a team struggles with buy-in and adoption. RSM’s mindful approach to readiness puts people at the centre of modernization efforts.

Leadership matters: The best training programs can’t substitute for leaders who model and publicly support change. This organization showed how alignment at the top can reverberate through a company.

Flexibility is critical: Timelines and strategies should adapt as obstacles arise. RSM’s willingness to revise go-live strategies meant the firm stayed focused on the goal.

A unified approach can lead to success: Combining change management with technology implementation created deeper, more meaningful outcomes for this organization. Neither would have worked without the other.