Analyze Between the Lines – A Critical Guide Towards Digital Implementation Succes
We have delivered – and continue to deliver, a variety of digital projects, ranging from implementing ICT risk frameworks to building data-driven digital tools and enhancing cybersecurity defenses. During our tenure, we have gained insights from working with technical implementations, that we believe will help you, as a client, achieve the best possible outcome.
In our experience, digital Implementation projects typically involve systems that need to integrate seamlessly to deliver on the desired business outcomes. These systems support critical processes such as HR, Finance or even Cybersecurity (examples could be Workday, SAP SucessFactors, Microsoft Ax, ServiceNow IRM or Remedy).
Whilst the understanding of these systems, on a high level, is to simply grasp; like saying “finance does payroll”, “cyber does security incident management” and “HR processes performance reviews”, it's much more complicated than it appears when you need to make these systems function as part of a unified experience. The system responsible for payroll was not designed for exchanging data with the system responsible for security incident management. They are not large Lego blocks that fit together easily and are not inherently designed to be part of a bigger picture. Instead, they are complex, contain their own logic, and have specific requirements to operate efficiently – none of the pieces fit together by design.
Navigating the complexities of integrating diverse systems can easily lead to pitfalls, if we take for granted what the systems claim they can do, or more accurately, what the vendors claim their systems can do. Statements like “We integrate with everything” or “We have an API that allows you to do anything” are often heard from vendors of enterprise systems. There’s some truth to this, for while these systems can integrate, there are significant limitations when doing so – something that is not clearly presented or stated.
To mitigate this risk, we at Kopenhagen Konsulting advise you to keep the following in mind when working with these types of products and projects.
Applying Critical Analysis in Digital Implementation Projects
To ensure your implementation project succeeds, consider the following strategies to apply critical thinking:
- Interrogate the vendor solution
When a vendor makes a claim, ask probing questions to understand the real capabilities of their system:- - What does “integration” actually mean in this context?
- - Are there limitations around the volume or type of data that can be exchanged?
- - How frequently can data be synchronized without performance degradation?
- - Are there examples of other organizations in your industry using this integration effectively?
- Demand Demonstrations and Proof of Concepts (PoCs)
→ Don’t rely solely on verbal assurances or marketing materials. Request a live demonstration of the integration in action, preferably with a use case that fits your requirements.
→ Push for a Proof of Concept that allows your team to test the system's capabilities in your specific environment. Involve your business users in this process as well. - Involve Technical Experts Early
Engage your internal or external technical experts in vendor discussions from the outset. They can evaluate claims with a more critical eye and identify potential red flags, such as proprietary protocols, incomplete API documentation, or hidden dependencies. They should get early access to the product’s technical documentation as soon as possible. - Map System Limitations to Business Goals
Not every limitation is a dealbreaker, but it’s essential to understand how a system’s constraints might impact your business goals. For example:- If an integration only supports batch data transfers instead of real-time updates, will this affect critical workflows?
- If extensive customization is required, will this delay your go-live date or inflate costs?
- Leverage Independent Advisors
Vendors are incentivized to showcase their systems in the best light, but independent consultants or third-party advisors can provide unbiased evaluations. They can help validate vendor claims, benchmark them against industry standards, and recommend the most suitable solutions for your needs.
The Mindset of Skepticism and Preparation
Approaching vendor claims with a healthy dose of skepticism isn’t about being adversarial; it’s about being prepared. Digital implementations are complex, and the stakes are high—both financially and operationally. By applying critical analysis and challenging vendors and maybe even your own needs, you can navigate the complexity of system integration and achieve your desired outcomes with fewer surprises.
At Kopenhagen Konsulting, we champion this approach in every implementation project we undertake. Our goal is to ensure you don’t just implement a system but integrate it into your actual processes, so it creates and supports real sustainable value for your business. At the end of the day, success in digital transformation isn’t about what a system can do—it’s about what it can do for you.
