Digital transformation Five success stories Dear Reader,

Today’s IT leaders are aware that a digital transformation is vital to You will find that all of the solutions described are based on Microsoft and achieving and maintaining success. An organisation’s IT and finance HPE technologies. In partnering with InSpark and Microsoft, we seek to department and other stakeholders have a shared commitment toward the provide our clients with superior solutions that meet their business needs. business in making this revolution happen – sometimes supported by new laws and regulations. All this necessitates rapid action in order to keep up- We would be happy to discuss the options available with you any time – to-date and remain relevant. until then, we hope you enjoy reading this publication.

Individual companies and organisations are also looking for opportunities Yours sincerely, to forge new partnerships, improve digital collaboration and explore new business and supply-chain models.

This publication tells the story of how five Dutch industry leaders are not Arie den Boer only putting their IT resources at the service of their organisations, but also Alliance Business Manager how IT serves as an enabler and helps to create innovations, streamline Hewlett Packard Enterprise processes and – above all – allows employees to collaborate more smoothly and securely by giving them access to valuable tools and resources.

We make a point of highlighting the ‘digital journey’ in our publication, as we feel this is the key to inspiring you and can provide you with fresh new insights. Contents

1. Full cloud-based mobility 6 2. The transformation of the Customer Contact Centre 10 3. Azure Cloud Transformation 16 4. Sharing data as a foundation for digital transformation 20 5. Digital transformation in a traditional environment 26

5 1. Full cloud-based mobility Asics | Edwin Idema, ICT Manager EMEA

Asics (‘Anima Sana In Corpore Sano’ – a healthy mind in a healthy body), a Japanese-based manufacturer of athletic shoes and apparel, is making the switch to fully cloud-based mobility. While the freedom of its employees to work wherever and whenever they like remains the company’s number-one priority, manageability is another absolute prerequisite.

As the IT Manager for Asics EMEA, Edwin is currently in full swing, and the successful Idema oversees a division of 3,500 people teamwork facilitated by these technological – employees who all want to be able to work advances meets the strong demand – mostly and access their applications at any time, among younger employees – for a cooperative irrespective of location or the device they’re community within the company. using. This digital transformation process

6 7 Enterprise Mobility and Security based user profiles also enable you to use single an alert message will appear on the screen. It’s a Strong Microsoft platform also extends to that of enterprise architect, the businesses, and have been training my team The basic idea behind Asics’ digital sign-on. This is not the case everywhere as yet, really ingenious idea.” While all Asics employees are free to use their as his IT department plays a dominant role in members to become business consultants if the transformation is in keeping with the company’s but we’ve begun the process of setting up Azure own individual devices, Idema and his team the organisation, including when it comes to opportunity arises. Where do I get the knowhow, philosophy and the needs of its business: and linking the web applications.” Idema explains Azure Rights Management is one part of the have taken full control of the transition process. compliance with laws and regulations. “In the US, you ask? I either hire consultants or enter into employees should have instant access to their that the company’s legacy applications are the suite not actually used by Asics: “It allows “First, I wanted to go back to having just a single Asics has partnered with Google, and Microsoft partnerships with companies such as InSpark, a applications from the office, at home and any main obstruction to mobility and the migration you to add security controls on a document platform, analysing everything and making sure happens to be a little more advanced as far as company I am more than happy to endorse.” other location (including while travelling), to the cloud: “It used to start with the mainframe, level. While that’s an exciting feature in itself, all profiles were aligned and all data was linked. compliance with European laws is concerned. using their mobile phone, laptop or a company followed by the client-server, and we currently we’re dealing here with a pretty complex and Once that whole process is wrapped up, I don’t So we’re fully in charge of implementing GDPR device. This inevitably presented a challenge have an AP platform: Office 365, which is stored fragmented application infrastructure. Other care what types of devices our people might worldwide.” for the IT department, as how do you go about somewhere in the cloud. We can now instantly geographic divisions within our company be using. We’re basically creating a very strong this without ceding control over various data access Word and other applications, but we need use Google, and when it comes to our global Microsoft platform at Asics. For example, our View of the business and risking non-compliance with laws and to take some additional steps when it comes to roadmap, we’re not yet aligned at this point to designers are currently using Microsoft Studio While Idema’s team may be highly skilled regulations? After a careful selection process, non-web applications – we’re currently in the transition to a single platform.” However, the 10. It took some time for them to adapt to that technically, they do tend to sometimes lose the company decided to partner with Microsoft. process of adapting them for the web.” various point solutions have not stopped the and I sometimes get involved in discussions sight of the businesses surrounding them. Idema: “They currently offer the most extensive company from implementing EMS across the with employees about the merits and demerits “Nothing changes faster than technology. If suite of applications and the best tools, which board and migrating the profiles of the more of the program, but I do know these types of that hyperloop conceived by Elon Musk actually gives us the assurance we need.” Alles beheersbaar than 7,800 Asics employees worldwide into standardised solutions are what our company materialises, this could spell the end of KLM InSpark assisted Asics in implementing The Enterprise Mobility suite contains several the cloud. “We’ve created a global domain, and, needs.” End users are encouraged to adopt and other airlines: after all, why would you Enterprise Mobility + Security (EMS), while components for software, application, storage from the sidelines, are working hard on getting the platform, being offered various training choose to fly if you can speed across land at a employees’ user profiles were migrated from the and data deployment: “I can use that profile to Office 365 up there as well. OneNote, OneDrive, courses, instruction manuals, videos, and even thousand kilometres an hour instead? You may local network into the cloud, Microsoft Azure. manage everything,” Idema says. SharePoint and Teams are up next. The issue a road show touring various countries and very well be inspired and develop some sort of “Once you’ve completed that part of the process, He describes the recently launched Advanced we currently face is how we’re going to migrate company divisions. In addition, the company vision by observing the changing world around you can add any number of features to a profile. Threat Analytics as “an intelligent tool that our on-premise resources to Azure and make has appointed ‘Champions’, whose job is to you, but what good is that if your team spends You start out by selecting a device, and then you operates from within the network by monitoring it accessible through that one, single profile, so make sure the organisation is aware of any new most of its time simply troubleshooting on the can begin linking applications to that device. and detecting system developments. If there we can make full use of the cloud and distribute developments as soon as possible. The team operational end? You could really find yourself We distribute these applications securely using are any major changes in the system over the data, apps, and so on.” manager is in charge of Europe, the Middle in over your head unless you’ve got the support Intune, which is integrated into EMS. Cloud- course of a few days, say a major data migration, East and Asia (EMEA), but his role sometimes you need. I’ve been working more closely with

8 9 2. The transformation of the Customer Contact Centre Provincie Fryslân | Jenno Terpstra, Customer Contact Centre Coordinator

Provinsie Fryslân (the Friesland Provincial Authority), which fields numerous questions a day from the public, businesses and non-profits, recently opened its brand-new Customer Contact Centre (CCC). After implementing a smart CRM system and introducing a customer-friendly service desk for the public, the 7,4 customer satis- organisation scores a highly respectable 7.4 in customer satisfaction surveys. faction survey

The conversion process at the Friesland from the public turned out to be a different Provincial Authority was supported by the ballgame altogether.” A single service desk management and other provincial authorities. was introduced to change this, and when the “While our policy officers were all extremely CCC was opened in October 2016, it became a good at their jobs, answering questions great success.

10 11 Microsoft Dynamics and information database Management (CRM) system supporting the CCC. Communication channels permit should really be guided through all the “We use Microsoft Dynamics to enter and update The Provincial Authority can be reached various steps involved – the process should be customer data and assorted business data. through a variety of communication channels: as clear-cut as possible. If someone can’t find The system automatically sends out reminders “We started out with just a general phone the answer to their question, this shows there’s whenever there are any outstanding queries. number, email address and website, but we a weakness in our site’s design.” have since added two external phone numbers: We also created a link with the information the Waddengebied Regiecollege (Wadden Sea Callers with urgent issues that require database for the Provincial Authority, to which Management Board) and the Waddenfonds immediate action are always assisted promptly: new data items are added constantly.” Any (Wadden Sea Fund). Our IT department is “Calls to the environmental emergency number information supplied by employees is integrated pleased with us as well: we’ve been working are diverted to us during the daytime, but into this database, so that the CCC can provide closely within the company to ensure that there’s a small organisation that takes over an appropriate answer, in some cases even send no more strictly job-related email addresses from us after hours.” the information item to the applicant directly. are issued. There are fewer of these types If the case needs to be referred to a colleague of email inboxes now, as the questions can External helpdesks will also be integrated in second-line support, the CRM Portal is used: be sent to the general email address instead into the CCC in the future. “The main event this platform enables policy officers to view the and are handled by the CCC. A pilot project for our province in 2018 is that our capital business data, communicate with the Customer using WhatsApp persuaded the Provincial city, Leeuwarden, will be European Capital of Contact Centre, and search the information Authority to continue, while the CCC will soon Culture, and we’re looking at opportunities to Terpstra is proud of the new Customer Contact people in all these different departments. applications to questions regarding the colour database. Employees respond to customer also be handling questions submitted through team up with the City to provide information Centre, which he describes as the Friesland We already agreed on a set of service guidelines of the Frisian flag and just about everything in questions efficiently and within the agreed Facebook and Twitter. “Our centre is open from about that to the public.” Provincial Authority’s ‘baby’. The process from back in 2013 – call people back the same day, between: 80 per cent of the questions received period; members of the public making the queries Monday to Friday from 8:30 a.m. to 5:00 p.m., concept to launch was carefully planned, during respond to emails within two days, and reply to by the CCC are currently answered on the spot, know what to expect throughout the process, and the average waiting time is just twelve Learning as you go along which time the organisation worked with a letters within five days – but the reality was that while the remaining 20 per cent are promptly and the Friesland Provincial Authority maintains seconds. We still receive the vast majority of While the Provincial Authority may have started project team and their partner InSpark. few people actually followed those guidelines forwarded to colleagues with expertise in the necessary control by keeping track closely questions by phone. A live chat function is out on a small scale and using a hands-on “We used to simply transfer callers to the or were even aware of them. That caused its that particular area. What really helped the of the queries received. “That’s what makes the an option which may be added in the future, approach, it is definitely open to adapting appropriate person within the organisation, as share of stress across the provincial government organisation to improve its efficiency more than system so strong: we have the full picture and although Terpstra says he feels a little sceptical its methods based on any new knowledge knowledge was dispersed among six-hundred system.” Ranging from information about permit anything is the smart Customer Relationship know exactly what’s going on at all times.” about that. “People applying for a grant or it picks up along the way. “When our field

12 13 representatives receive a request from, say, someone reporting road kill, they need to use a Bowing out special application to process this report, using a system linked to the police and the traffic control “So where do we go from here? Well, I think centre. They previously had to use three different systems to complete the process, which was a we’ve pretty much proved our value to the huge hassle. Our technical people are now creating a link in the CRM system which provides us organisation at this point. We’re currently with automatic feedback – that really reduces the number of operations required. We deal with reviewing the job structure within the CCC. these types of situations all the time, and particularly the 20 per cent of requests we’re unable to We had a single role, and we will now be handle in the CCC keeps us busy round the clock. In that sense, I suppose we’ve become experts adding an accounting role to that as well. We in process improvement of sorts. need to start sharing more information within the organisation, as we’ve really become the Once a question has been answered, it’s saved to the CRM system – that way, we can make our organisation’s expertise centre. We’re currently processes smarter all the time. We’ve also established a link with the Chamber of Commerce. exploring ways of adapting the information we We’re all about serving the public; we aim to assist our customers with their questions with the provide to that external demand, so that we least possible delay and provide them with accurate information. The fact that everything is now can eventually become more or less redundant stored in the same system and easy to find has been a tremendous help in that regard.” Another and fade into the background. That might challenge has been adopting the system across the entire organisation. “Getting our colleagues sound a bit odd, as we’ve only just started, but involved has been an ongoing process”, Terpstra says. He and his team celebrated the first that’s the plan for now.” The team’s ultimate anniversary of the system’s go-live with a typically Frisian treat called oranjekoek, a new slogan, goal is to build a database and eliminate all “Your knowledge is our answer” was introduced, and employees were offered the opportunity the intermediate links. But for now, customers to attend information sessions and were given encouraging instructions such as “Got a new continue to flood Provincie Fryslân with phone project? Tell CCC about it now!” Terpstra and his team are doing everything they can to make sure calls every day, and by providing efficient and everyone knows the CCC is here to stay. friendly services, the centre’s staff has gone a long way towards restoring the public’s image of civil servants in the process.

14 15 3. Azure Cloud Transformation De Goudse Verzekeringen | Roland Currie, Sector Manager Operations & Management

The most visually apparent effect of insurance company De Goudse Verzekeringen’s recent transition to the cloud is that its data centre currently serves as a storage space for desks and chairs and other assorted office equipment. We asked Sector Manager Roland Currie about the long and frequently arduous journey he and his colleagues had to complete to reach their destination.

De Goudse Verzekeringen employs 750 people, leave everything else to experts in their field.” including around 150 IT staff, divided across This has helped De Goudse Verzekeringen to two areas of expertise. “We’ve got software evolve into a management organisation in recent developers and architects on one side, and years, which entails doing the job themselves if it management and operations on the other. Our adds value and managing everything when third mission is to do only what we’re good at and parties can do a better job.

16 17 Procedures the cloud services we purchase. The idea is to fat to thin clients using a VDI concept. All pay-per-use system, and we’ll be doing the same Current status save significant costs on our licences. “What really stood out in the development have a single public cloud provider, which, in components had been removed from the data for P through flexible sizing to peak moments. “We’re currently at the implementation stage. We’re in the process of preparing Hybrid of IT – other than the usual more-for-less this case, is Microsoft. Another one of our key centre at that point, so we could complete that We migrate portals to PaaS in order to achieve VSTS is a costly operation: we were mired in Exchange and an Office 365 cloud workstation requirement, of course – were the steep principles is ‘SaaS before PaaS before IaaS.’ stage of the process. We no longer have any availability and scalability more easily and at a technical debt, and it’s essentially a never- for ‘ordinary’ users. Another exciting administrative costs. We’ve currently got six VT We use a lot of different types of software: technical use for those components.” lower cost. The document management system ending process. I absolutely believe in DevTest development is BizTalk: we’ve created a complex administrations. Whether it will be possible to we’ve got as many as 200 applications for a also needs to be fully upgraded, simply because Labs, and once we get that up-and-running, HA BizTalk integration environment in which all reduce this number remains to be seen, but the postal volumes are declining and the fact that it will make everything more user-friendly parts of the system are integrated. administration can be stripped down by moving outgoing post has already been outsourced. We and improve productivity in the process. We’re setting up an HA BizTalk in Azure, which is around some other functionalities, as this will expect the archive to be transferred to Azure as The migration from Dynamics 365 was a really a case of trial and error. We’re also involved reduce the costs of the administration systems.” well. And finally, there are the six VT systems long and drawn-out process – we actually in Azure storage: SQL DWH, Azure data lake We have switched to a new development which are being stripped of functionalities as needed four separate contracts for the DTAP options for DWH. We’ve prepared a business method: we’ve gone from being waterfall- part of the rationalisation process. I’m unable environments – but it really paid off in the end. continuity plan for when something happens, as oriented to using a more agile approach. “We’re to say at this point whether they, too, will be We’re currently finalising SharePoint Online, we will need to keep things running no matter becoming more of a DevOps organisation, and migrated to the cloud, but I can tell you that all which will then be released to our users. API what. Maintaining two systems and performing the experiments we’ve carried out so far have peripheral systems certainly will.” Management is our disconnection point for all the tests this requires is extremely costly, been promising.” Administrators now work converting externally available web services. which is why we’re considering Azure Disaster closely with developers in order to be able to While Azure AD B2C certainly works fine, Recovery: this may allow us to dismantle the DR act quickly in any process. A partnership with the question is whether it’s the right choice system for two data centres. And finally, another the enterprise platform Mendix has resulted in from an architectural point of view. Our new exciting thing: we’re working on telephony: tailor-made solutions for different roles with a total of 750 employees. We’re currently also Looking ahead Goudse portal is run based on Azure VMs with on-premise PABX versus cloud PABX, Office 365 platform which can achieve short-term results. implementing a number of pre-defined cloud But De Goudse insurance company is not quite Sitecore.” E5. Quality of service is very important to us: our playbooks.” De Goudse outsourced several of ready to rest on its laurels yet. “What else is customer contact centres should be accessible its operations between 2012 and 2017. “After in the pipeline for us? Working in the cloud. by phone at all times. That’s why I’m a little The strength of the cloud outsourcing the various VT systems, we We’re currently sorting out the finer points, as 2018 and beyond wary of taking this next step. After all, we’re all “We believe in the strength of the hybrid converted the WAN network to EVPN. Next, the VDI environment is extremely costly. We’re And there’s more to come: “OMS and Azure doing this with the objective of providing better cloud, where we combine the capacity of the we transferred all the Wintel components to migrating DTA(P) infrastructure to IaaS. For Security Center will be further implemented next services to our customers.” data centres operated by our suppliers with Centric, while the workspace switched from DTA, we’ll be reducing costs by introducing a year. Windows 10 and HyperV will allow us to

18 19 4. Sharing data as a foundation for digital transformation Innopay | Douwe Lycklama, Partner

Control over data by consumers, businesses and governments is increasingly becoming a prerequisite for digital transformation, driven in part by new European privacy laws. A growing number of businesses are also looking for ways to improve collaboration using digital resources and exploring new business models together. Sharing data in a way that is easy, secure and – above all – scalable can take transformation to the next level.

The main aspect of the digital transformation also very important when it comes to the digital process is sharing data, and payment expert transformation, particularly because digital Innopay views the world through the prism transactions are increasingly conducted with of transactions. “A transaction involves more external parties.” Major online platforms today than just a payment alone; it’s about two or have managed to win the trust of consumers more parties exchanging data. Logging into a worldwide. “Why do so many people allow computer, earning loyalty or reward points, and strangers to stay in their home through Airbnb? sending and receiving electronic invoices are all Because that company provides a safe, secure examples of digital transactions. Even though environment in which people are comfortable no money may actually change hands, data enough to trust each other in that way.” does play a role in these processes. Trust is

20 21 Customer in control Identity condition for blockchain: You’re talking about the world of APIs and the has been refined under the GDPR, along with All these digital transactions come with their just like databases like. It’s a case of ‘and-and-and’ rather ‘than our rights as individuals and consumers. It’s own, new challenges: transparency, putting Lycklama reckons it’s all fairly straightforward: or-or-or.’” A very important aspect is that you not just a matter of checking a few boxes; you the customer in control and – the container “There are two parties involved in the process can’t conduct transactions without establishing must always be able to prove that it was that “You can only word – digital transformation. “API, PSD2 and of data sharing: individuals and some type of trust first. “You can only exchange data once a particular person who gave permission. People GDPR are just some of the challenges faced entity. People can authorise other people or a relationship of trust has been created.” will have the right to be forgotten, and they exchange data once by organisations. You need to make sure your company to access and share data, but they can can request information as to what personal a relationship of trust internal operations are in order, but there’s an also authorise machines, as is the case with the data is available on them. This is a completely entire world out there as well which you can’t Internet of Things. Machines and ‘things’ are Laws are turning data into a liability new category of questions we can expect to be has been created.” afford to ignore. How do you operate externally nothing unless they’re linked to someone who Under the new European Payment Directive, asked by the public in the future. It’s a whole based on the information available? You can instigates the action. A refrigerator will only PSD2, customers can decide themselves which new process that needs to be integrated. And only really achieve transparency if you’ve order groceries for you after you’ve authorised app they’d like to link to their bank account. we’ll also have our work cut out for us with all properly set up your controls, both internal and it to do so. You might see that authorisation as “In conducting a digital transaction, you give these completely new business models being external. The two are very closely connected. a type of proxy.” The exact same thing occurs consent to your bank, stating that you agree introduced.” ‘Customer in control’ is an unmistakable trend: at the receiving end, with an exchange domain to use a certain app. Similarly, you need to give it’s about gaining control over your data. in between. “Blockchain is essentially nothing any parties you collaborate with as an individual The same is true for organisations. Large but an exchange domain, because unless you permission to use your data. That’s a serious organisations need to monitor their data check who adds what to a blockchain and on thing. And let’s not forget that data and the governance closely, but how do you decide behalf of whom, it’s going to be no use to you value it creates is a result of the fact that we who has access when? That includes customers at all. The same applies to databases: you can leave behind a trail of data pollution and are and suppliers. Digital transformation is really load them with data, but there’s not much point unaware of the value of that data, particularly a catch-all term for an entire set of changes: to that if you don’t clearly specify who does to the major advertising platforms. In the future, reducing costs, introducing new services, what on behalf of whom. If you have a solid data organisations need to be able to monitor in a increasing revenue, innovation, a mobile app or governance system and can manage at the data verifiable way and prove that someone has given portal – it all happens at many different levels.” level who is authorised to do what when, and if the go-ahead to use data. The 25th of May 2018 you have strong controls in place, organisations is an important date, as that is the deadline for can also share data with each other bilaterally. compliance. The definition of personal data

22 23 Adapting GDPR to your customers What new customer propositions will we offer of digital transactions. The notion of gaining a payment to them. People are already based on GDPR and the changes it will bring? control over your data is something that has thinking about it at that level, albeit still at And how will we give customers control over interested people for years. Platforms all over the experimental stage. It’s really a whole new their data? “Under the law, you need to hand the world are involved in data in some way or world that’s opening up. The concept already the customer a tool; you need to facilitate them another. There are those who have predicted exists: Facebook and Google, for example, in giving you the requisite permission. that everything will become more fragmented, already have a permissions page, and in the And that applies to countless data attributes. as personal data is distributed across many future all organisations will be required to offer The number of online service providers different locations. A network might provide a the same. You draft a type of contract which continues to grow, and they must all have solution: as with the iDEAL payment system, users then sign to confirm that they don’t Catch-22 contract is free to share data without the need to enter into bilateral access to that tool and amend their general you don’t need to hold an account at the object to the fact that company X has their An initiative called Verimi was launched in Germany last summer in contracts with each other. This is a brand-new concept in the Netherlands, terms and conditions. These are all examples same bank as someone in order to transfer email address and stores other personal data.” response to the GDPR, which helps organisations manage digital identity and possibly worldwide.” and data. “Several major companies joined forces to launch the Verimi platform and are promising businesses and other organisations that if Managing data access they join their platform, they will manage their names, identities and “The trick is to centralise controls for users rather than the data itself. all other attributes. So consumers only need to give their consent to all The question, then, is who will allow customers access to the data. I don’t these companies once. They promise users that if they join their platform, imagine this will present any major complications for businesses as such: they’ll be instantly GDPR-compatible. The problem with these types of virtual ‘key boxes’ will be integrated into the software, similar to the way initiatives, though, is that they only work if everyone gets involved. But you currently need suites to facilitate access to information, you will need many companies are only willing to join once the platform has proved to the same in the future for your external organisation. But when it comes be a success. It sounds like a classic Catch-22 situation, doesn’t it? There to consumers, every organisation will be responsible for managing its own are several examples of these types of platforms, including hybrid formats. data access. You might wait for companies to offer a service where they link We will be launching iSHARE, which is designed especially for the logistics you to all the other companies. Will it be banks, retailers, telecoms providers industry. It’s a unique system that companies can use to exchange peer- or the government? We’ll find out in the next few years. Ideally, you should to-peer data. This is more user-friendly, as you no longer need to create have several different types of access and will be able to make a choice.” individual links between companies. Anyone with a user ID and a signed

24 25 5. Digital transformation in a traditional environment Mazars | Frank Keessen, IT Director

Global audit, accounting and consulting group Mazars went from using simple Excel spreadsheets to developing its own platform – a massive transformation for the company, which operates in a traditional sector. Having the courage to take the lead, starting in the Netherlands, Mazars now serves as a textbook example of how a company can fully and successfully integrate all its procedures.

While Mazars may employ 18,000 people “We asked ourselves if we were really meeting worldwide, the world of banking and tax our clients’ needs and if there might be ways of consultancy in which it operates is still improving our services. We had four types of very much a traditional one. Yet even this portals clients could use, each of which came with organisation could no longer ignore the its own user experience. Mazars simply had a digital revolution, starting at its offices in the traditional sort of worldview, and while we were Netherlands, with a workforce of around 900 aware of the emergence of technologies such as people. Keessen was involved from the outset blockchain, our sector was slow to embrace them, in the digital transformation Mazars underwent and we still have some way to go in that regard at its Dutch offices. It all started around two today. But we cannot afford to ignore these and a half years ago, when they decided to take technologies, and our challenge is to improve both a critical look at their client services. the client experience and our internal processes.

26 27 Relevant to the client process of aligning these systems and will soon approve their tax returns and so on, we wanted clients. Although that might sound odd coming types of portals, who jointly control 85 per cent projects, and our digital platform provides this It turns out that is not the only challenge be able to present ourselves as a fully integrated to provide them with information that would from an IT manager, there’s a trend of IT playing of the market. We bill ourselves as a company and other benefits. We wanted to launch the faced by Mazars: “Our Enschede office and firm. We developed a system called Signals, actually be of value to them. For example, an increasingly important role in co-creation with a mind and style of its own, so we decided platform first for mobile phones, and we’re now the Amsterdam office each used different which makes us something of a pioneer in our we used to update our clients through email processes with various stakeholders, including to launch our own platform in the Netherlands adding a native app, but the plan is to use a processes for preparing the financial statements, sector, which tends towards the traditional. newsletters, in which we would write something the business and the marketing department.” first. Of course, the idea was to eventually roll it web-based system eventually. Signals provides even though this involved the same financial We were looking to create a solid electronic like: ‘As a company operating in the transport out to our offices in the rest of the world, but we us with a single environment based on two statements and the same organisation. So we platform to communicate with our clients, and logistics industry, you might be interested in A single environment wanted to start out small and then take it from different angles. We barely even used the four needed to optimise these internal processes through which we could offer a high-quality user [fill in the blank].’ Now, we’re more likely to say: “We started out by looking at what products there. The Signals platform has enabled us to client portals we used to run – not exactly what and make them more flexible. And that was experience. We would send out all these types ‘Based on the data available on your company were available in the market, but we found these improve our client relations, and automate and you would call customer friendly. only one of many issues we were dealing with, of communications, but we wanted to make in our system, we would like to provide you with to be somewhat limited and, for the most part, optimise processes and procedures. We wanted which is not surprising when you’re serving these both more personal and more relevant. service X or Y.’ In other words, we would like to designed for practical collaboration. There are to be able to keep track of the projects everyone clients in 45 countries. We’re currently in the In addition to requesting clients to check and offer much more relevant information to our roughly two independent providers of these is involved in and at what stage they are in these

28 29 We currently use a single platform for “We would send out these customised templates identities from the actual platform. This gives us traditional people who’d prefer to keep things collaboration. There’s a timeline on the client of questionnaires to our clients and request that the flexibility we need to use Signals to offer SSO the way they are, the trick is to win over just side and a dashboard on our side through which they complete them by a certain date. The data to other platforms. In looking for a consistent a few of them by getting them excited about the processes are run, which makes the whole was supplied to us through various channels, and presentation for our clients, we opted for a PaaS the changes. It took time, a positive attitude, process much easier to manage because you we would then set to work on structuring all this version of Sitecore, which is also available in guts, and just a smattering of luck as well. can see what’s going on at all times. What is that raw data. To make the process as user-friendly Azure. In fact, Azure enables us to scale up and I deliberately didn’t sell it to people as this client working on right now, what documents do as possible, we developed a fully interactive down as needed.” type of large-scale transformation – I simply they need to provide, or do they need to approve exchange platform.” told them that we’d be improving our current something? This is supported by all the back- processes, and then I explained what steps this office applications, which supply all this data. We Guts would involve. Also, I continued to communicate had access to this information before, but it was The results the company has achieved since with people throughout the process. Some of all managed manually in Excel spreadsheets. So I adopting Signals speak for themselves: “Eighty my colleagues were perfectly happy with their think it’s safe to say we’ve undergone something per cent of our clients currently use Signals. Excel spreadsheets, but walking through our of an upgrade.” We’ve already processed tens of thousands department recently, I saw around 30 screens of tax returns, there’s no longer a need to on which people were using Signals. As you Structure 80% spend money on all sorts of other platforms understand, I couldn’t have been more pleased.” van onze klanten maakt “The timeline serves to lead the client through and portals, and we save lots of time to boot. gebruik van Signals the process, but we offer more than that, for This was a massive transformation, which example, tips on interesting seminars. Instead of was successful mainly because we clearly receiving an email from us, our clients now find explained to people why it was necessary and relevant news in their own digital environment. Signals runs in Microsoft Azure. “You need to what the benefits were. We were able to get The benefit for us is that we can see the current make sure all these different back-office systems people involved, and what’s also important processes for each client and to which we need – some of which would qualify as legacy – keep is that we had the guts to go ahead with it. to send extra communications, and when.” The running, but they will gradually be replaced There were plenty of people in the market process of exchanging data for audits used to with cloud applications. We created a generic who told me I wouldn’t be able to pull it off, take a long time, even in 2017. authentication layer for the platform, based on but that only made me more eager to prove Okta, the purpose of which is to separate user them wrong. Even though you’re dealing with

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