Case StudyProject Services
Cloud Hosted ERP Implementation Project


The client, a Guernsey-based utilities provider, had for many years been operating a suite of legacy systems to support its business operations that were varied, complex, and unable to meet their future business requirements. As a result, the organisation made a decision to deliver a significant project to replace their core billing application and associated business systems. This was not a like-for-like replacement, but instead a move to a cloud-hosted, Enterprise Resource Planning (ERP) platform that would enable the organisation to transform its processes and improve how it operates.

The Project objectives were:

• Application consolidation: Implementation of an integrated new system that can replace the systems currently in use

Business transformation: The transformation of the way the business operates through updating its core processes to enable efficiency

Greater control and governance: Improved control of the data held within the business, enabled by moving away from manual processes and updates

• Improved Business intelligence: Enhanced use of data to drive business decisions

CBO project managed the project from the start of the initial ‘Discovery’ phase to its successful go-live. We also provided additional project support and business analysis expertise during key project phases. CBO set up the project and managed the overall governance structure, the 65-strong project team (including 4 separate suppliers), and critical project processes.

CBO’s Approach and Impact

CBO set up a project management approach aligned with the organisations recommended practice, as set out by its Project Management Office, and utilised a project methodology based on Association of Project Management (APM) best practice.

The CBO approach focussed on a number of key areas:

• A consistent governance and management structure tailored to the business’ needs – This allowed the project team to focus on delivering the system and associated business changes, with the CBO-led Project Management activities, for example, workstream reporting, becoming second nature to users

Consistent and regular communications – Throughout the project, the team and wider business were communicated with through a variety of mediums. These included weekly ‘stand-up’ meetings, weekly project management groups, regular workstream meetings, monthly newsletter entries and quarterly ‘town-hall’ meetings

• Clear roles and responsibilities for internal and external team members – All members of the project team were asked to sign up to clear role descriptions and deliverables throughout the project. This ensured that individuals were clear on their role, their deadlines, and how their activity added to the overall success of the project

• Clear understanding of project scope and deliverables – During the discovery phase of the project, the CBO Project Manager produced a breakdown of the scope into individual deliverables for the project each with detailed descriptions and quality criteria. This was then signed off during each project phase to ensure ownership of the outputs by the business

• Consistent budget management approach – For a project of this size, understanding by the Project Board of the current budget and future risks was key. Throughout the project, the CBO Project Manager worked closely with the business’s finance lead to report and understand the budget position, adapting reporting as the business’s financial reporting standards evolved

Effective handover of the project to ongoing management – At the end of the engagement by CBO, a detailed project closure document was produced and handed over to ongoing management. This ensured that a full history of changes and the position of the project at go-live was documented and understood

Over the course of implementation, the project management approach was adapted to the changes and challenges that impacted it. Whilst the underlying project management methodology and strategies remained consistent, the meetings, communications and reporting were adapted to ensure maximum engagement and project success.
The project went live in May 2021 after extensive user testing. All legacy systems were switched to read-only, new processes put into operation and the business enjoyed a smooth transition to live.

More project services articles

Blog Post
Junior Consultant Yinlong Thatiyanantabhorn shares his thoughts in this quarter’s APM magazine

In this quarter’s APM magazine, Junior Consultant Yinlong Thatiyanantabhorn was asked to share some of his thoughts and experiences since moving to the island of Guernsey earlier this year and joining the CBO team. His thoughts strongly related to the importance of building relationships, which of course, is what CBO is all about… In an […]

Blog Post
CBO Supports Future Consultants

Work Experience The future of project and change management is obviously of great importance to CBO. We are always looking for people with the right drive and knowledge to join our ever-growing team of industry experts. To inspire a new generation of consultants, CBO regularly host work experience placements and interns, supporting them to have […]

Case Study
CBO implements cloud-based contact centre platform for Jersey Electricity

‘CBO, and more importantly the project manager, were instrumental to ensuring our new cloud based contact centre was delivered on time and with minimal impact or interruption to both our customer care advisors and also our valued customers. The new contact centre will help JE’s Customer Care team to achieve our vision of putting the […]

Blog Post
CBO becomes a corporate partner of the Association for Project Management

As the chartered body for the project profession, the Association for Project Management (APM) is committed to the progression and development of project management capability, recognising the critical role that companies must play in this development. Its vision is a world in which all projects succeed, which will be achieved by advancing the science, theory […]

Case Study
Document automation software implementation delivers OCR technology to business

Context  The project sought to implement a state-of-the-art document automation software system that is cloud based and would provide Optical Character Recognition (OCR) technology to the claims business areas. OCR systems convert physical, printed documents into machine-readable text, providing the following benefits: accelerated workflows, automated document routing and processing, and improved service by ensuring colleagues have the most up-to-date and accurate information.   The […]

Case Study
Fraud Detection Case Study

Context The project sought to continue enhancing the risk management capability of the client, First Central Insurance & Technology Group (FCG). CBO’s Approach The project was at first run under the client’s waterfall ways of working, but part-way through embarked on an agile transformation which meant the CBO project manager was required to apply the APM […]

Fancy a chat? Get in touch with CBO today to discuss how we can help