Case studies
Transforming Big 4 operations across 19 countries
The Challenge
A Big Four consultancy’s Central European operation was struggling with operational inconsistencies across 19 countries. Variations in business processes and engagement management hindered efficiency, while a lack of standardised KPIs and comparable performance data complicated decision-making.
The firm had provisionally selected the Kantata PSA platform to address some of these challenges, but leadership needed to validate the business case through a proof of concept (PoC) before committing to full-scale implementation. Given the complexity of the Big Four business model, the firm also required structured planning to manage the operational transformation and ensure that product and functional enhancements would meet its specific needs.
The Solution
Garwood was engaged to bridge the gap between business requirements and technology adoption, ensuring that the transformation was business-led rather than system-driven.
We began by assessing the firm’s existing operating model across five service lines, identifying inconsistencies in engagement management and operational procedures. We then developed standardised processes to harmonise service delivery across regions, improving efficiency and consistency. Recognising the importance of cultural and behavioural shifts, we worked closely with the organisational change team to prepare the business for transformation.
A key component of our work was shaping and guiding the PoC to ensure it effectively validated the business case. We played a critical role in planning, configuring, and testing the Kantata solution, aligning it with operational priorities. We advised on deployment strategy, risk mitigation, and change management, ensuring the firm was well-positioned for success.
Following the PoC, we led the design of a centre of excellence and structured the pilot program for implementation. Our team developed a phased rollout strategy for 12,000 users, balancing delivery speed with business readiness. We also provided governance, assurance, and strategic advice to the program sponsors and stakeholders.
The Result
The firm is now on a clear path to achieving operational consistency, improved engagement performance data, and harmonised KPIs across its Central European operations. By ensuring that PSA adoption was aligned with broader business transformation goals, Garwood helped the firm build a foundation for long-term operational excellence.
Following the successful PoC and pilot, Garwood has been retained to provide ongoing independent assurance on program governance, design and execution. Our continued involvement ensures that the firm maintains focus on operational improvements while embedding the technology in a way that delivers sustained value.
