System Selection Case Study – Keystart

At Veev, we are continually working to provide progressive solutions for our clients, resulting in strong long-lasting relationships

We recently worked with Keystart in helping define their requirements and assess options for new technology to support their business moving forward.

Over time, most technology fails to fulfil its intended purpose. This may manifest as poor or sluggish performance, a lack of contemporary features such as mobility, an inability to complete previously simple tasks, support new tasks, present security issues or simply cannot be upgraded.

In instances where technology cannot be upgraded or adapted to the business requirements, new technology must be evaluated, selected and implemented. But where do you start?

The Scope

Keystart came to us with a directive to support them in selecting appropriate new technologies for a suitable Learning Management System (LMS) and a Process Mapping and Management Solution. The organisation has undergone a period of significant cultural, process and system transformation and more recently experienced a massive increase in demand for their unique low deposit home loan product and the ability to have systems that meet the needs of the business has been critical.

Our Approach

Critically Veev aim to work as an extension of the client, whilst we have a methodology that works to create a great outcome we also match the way of working in the business. Feedback from Keystart was that “some consultants come in with a very fixed approach to how they run the service rather than fitting in with the business operating rhythm. Veev fit in well with how we work”

Smart decisions begin with understanding what is actually required. We considered:

  • What are Keystart’s strategic objectives and business rules?
  • What capability(ies) are Keystart are trying to improve or introduce into the organisation?
  • Which process(es) need to be automated or supported by new technology?
  • What should the new technology do/not do?
  • How should new technology interact or integrate with their existing or future technology plans?
  • Which roles are we trying to support, augment or replace with the introduction of the new technology?
  • Technology selection in isolation is not always the answer and so Veev also considered process improvement, personnel training, or utilisation of existing technology to satisfy the ‘need’.

Document Requirements

Veev uses a standardised logical way of documenting requirements. This includes:

  • Collation of all the needs, wants and desirable characteristics of the required technology in one place,
  • Ease of communication utilising common organisational language,
  • Requirements that are considered relative to each other and prioritised,
  • A standard by which existing or potential new technology solutions can be evaluated, and
  • A set of presentation “scenarios” allowing each prospective provider to present against 6-8 key requirements, and for Keystart to compare “apples for apples”, avoiding common pitfalls in software demonstrations.
  • A considered and formally documented requirement set also supported approval, endorsement and sponsorship from senior management.

Shortlist and Evaluation

Market analysis was undertaken against the requirements documented and an initial list of providers (Respondents) workshopped with Keystart to present against the scenarios, which was then reduced to a manageable shortlist of six.

Veev then facilitated demonstrations, scoring and comparative analysis which provided:

  • Subjective evaluation of the product and provider via a demonstration of product capability; and
  • Objective evaluation of the product’s performance against requirements.
  • To address risks associated with IT Security, the Technical team from Keystart were present for the scenarios focused on these points.

The Respondents demonstrated all the scenarios as requested. Clarification questions were raised during the presentation, and responses provided. At the conclusion of the demonstrations, Best and Final Offers (BAFO) were invited.

The Outcomes

Our aim at Veev is to produce output which is shared, not shelved.

For every project, we ask the client ‘what does success look like?’ – and we deliver to this. We want to make sure our outputs offer insights that challenge the status quo, open the doors for change, and ignite transformative ideas.

Working with Keystart throughout this process, Veev facilitated the link between what is needed, and what is required to get them there, by connecting the right stakeholders to the key requirements. We found suitable providers and put Keystart on the right path, ensuring they were the correct solutions for them and there are no surprises on implementation.

Veev helped Keystart undertake a process that they may do rarely, with the expertise from an organisation that provides this type of advice on a daily basis.