Case study: Why business process trumps technology

Introduction: Technology Isn't a Magic Wand 

Darryn and I have spent years in IT, and we both know technology is a powerful tool for business. But we also know it's no substitute for clear, solid business processes that genuinely serve your organisation and customers.

A common pitfall we've observed is new technology being layered onto existing processes without a proper review. Clients often assume new tools, or the consultants implementing them, will magically fix problems without first understanding what those problems truly are. At best, this might bring minor efficiencies or lay groundwork for future change. At worst, it adds confusion, extra steps, and duplication to an already complicated process.

The Problem in Practice: A Knowledge Base Conundrum  

We saw this first-hand with a client who wanted to move their file-based knowledge repository to a web portal. A consultancy built a new wiki-like application for content storage and publishing. When it went live, end-users loved the clean, simple interface. However, the backend users were miserable. The new application had added an extra publishing step, and the backend didn't even meet their core needs. They were understandably frustrated.

Our first step wasn't to fix the backend application, but to understand their existing content drafting and approval process. It quickly became clear that the new tool had been tacked onto an already clunky, confusing, and delay-prone process. This process only worked because of the backend users' sheer skill and persistence. Far from simplifying things, the new technology just added another complicated layer. We don't know the full history – perhaps a transformation was recommended but couldn't be fully implemented due to budget or other reasons. What we do know is that no tool alone could have improved that process or given the client what they truly needed.

The Solution: People and Process First, Technology Second  

A thorough review and agreed-upon changes to your business process can often deliver quick benefits at a lower cost. You can get more from your existing resources with limited short-term spending while you plan for future technical solutions. Understanding your current process is also crucial for choosing or building the right new technology. Don't just assume technology is the problem; sometimes, minor process tweaks can make your current tools work far better, saving you significant time and money on unnecessary development, purchases and training.

Ready to Unravel Your Business Challenges?  

If your business is looking to make changes but feels stuck, Next Phase Consultancy can help. We're always happy to have a conversation about your current processes and future goals. We can help you gain clarity by:

• Mapping your existing workflows to pinpoint inefficiencies.

• Identifying core problems before jumping to tech solutions.

• Recommending practical process improvements that deliver quick wins.

• Guiding your choice of technology to truly support your optimised operations.

Let's chat about how we can help you achieve genuine, lasting improvements.