Envision, Develop, and Implement Customer Self Service Business Model

Client

 A >$10B manufacturer and distributor of tissue, pulp, paper, toilet and paper towel dispensers, packaging, building products and related chemicals. The company employs more than 40,000 people at more than 300 locations in North America, South America and Europe.

Project Goals

The company desired to:

• Develop a “Report Card” of information technology’s progress against strategy proposed five years earlier
• Identify future information technology opportunities to add value beyond current plans

Deliverables

The project delivered the following:

• “Report Card” IT spending, application portfolio, infrastructure, data management, IT organization structure, personnel skills, and IT security
• Detail on four major opportunities within the information technology function:
• $15M in annual IT spending reductions
• Improvements in sales, marketing, and customer service capabilities utilizing e-commerce
• Cost reductions in procurement functions utilizing improved mill maintenance and internet-based procurement systems
• Implementation of a central collaboration system to allow improved employee access to internal/external information and function

Results

Management incorporated the assessment’s recommendations into the annual budget process and moved forward with all four opportunities.