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Operations Excellence

Selecting the right software solution and implementing it the right way

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A Fortune 500 client had been down this road before. 

Just five years earlier, the global technology solutions provider implemented a new contract management system.  They intended to organize the Statements of Work (SOWs) for their professional services unit.  The system worked fine for managing one type of contract… for one business unit… in one geographic location.  But they didn’t have an Enterprise Contract Management (ECM) system that served the entire organization’s needs.    

Compensating for the system’s shortcomings, the company juggled inefficient, manual processes to accomplish quasi-contract management across business units, partners, and customers.  With the existing SOW system limping towards scheduled retirement by its manufacturer, the client had an urgent need to implement a replacement.  They also had an urgent desire to choose a system that would help them work smarter.

The growing technology distributor chose Clerestory to guide them in selecting and implementing the best software solution for their needs.  This replacement would be a significant investment – one that the company needed to get right.  It was also an excellent opportunity to determine the capabilities and functions that would enhance their contract management servicing.  Clerestory’s expertise in software selection positioned the team to choose and implement the right solution.  Our expertise with change management prepared them to achieve lasting results.

System implementations impact stakeholders across an organization.  Nothing less than a thorough and collaborative planning process would uncover the new ECM solution’s business requirements.  We challenged the stakeholder team to:

  • Identify the necessary functions to maintain the status quo
  • Determine the strategic requirements that would unlock more efficient and effective processes
  • Prioritize the business requirements
  • Build cross-functional alignment among the people impacted by the new technology 

Not all requirements are created equal.  Clerestory commits to clients that we will help them identify the requirements – in the sea of requirements – that are the real dealbreakers.  With our prioritized list and future state capabilities in hand, we facilitated a thorough RFP and software demonstration process to identify the software vendors that could fit the bill.  We assembled a group of cross-functional stakeholders to evaluate each vendor’s capabilities using prioritized function scorecards to ensure objectivity.  Our team analyzed the results to recommend which vendors should move forward in the selection process.  After multiple rounds of proposals and negotiations, we arrived at the selected vendor. 

Clerestory’s leadership helped our client gain the data, experience, and perspective needed to select the best ECM vendor for their organization.  But technology alone wasn’t enough.  The fastest car will lose every race without a skilled driver and efficient crew. 

Our change management expertise sets Clerestory apart.  We quickly applied our in-depth knowledge of the clients’ needs and organization to the next phase of the project.  Clerestory managed the client and vendor through system configuration, implementation, and go-live.  We facilitated design sessions to reengineer key business processes and shape how the ECM system was configured.  We managed the data migration process and executed plans to guide a smooth transition to the new system.  We coordinated user acceptance testing, launch planning, internal communications, and more.  Our team trained 3500 members of the client’s U.S. sales team.  They were ready to use the ECM system on day one.

The Fortune 500 client came a long way in the 22 months between initial requirements gathering and go-live.  As a result of our partnership, the client had a system to support all contract management needs and a workforce equipped with the training and skills to use it.

Six months after go-live, the client called Clerestory back. 

Everything was going well, so well that leadership wanted to extend the Enterprise Contract Management solution to the two largest divisions outside the U.S.  Would Clerestory lead the configuration and go-live?  

We are committed to the client’s long-term success and always happy to help.

vendors evaluated through RFP and product demonstrations

“It was a pleasure working with you; your services are top-notch, and the genuine, human touch goes a long way.  I felt like you took the time to get to know us and our business.  Any time things got challenging, you dug in more deeply until we found a practical way forward.  Huge differentiator, in my book”

Director, Program Sales

Project Sponsor

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Sachin Master

Supply Chain Leader, Operations Expert, Program Manager

Sachin is a Senior Vice President at Clerestory Consulting with over 20 years of leadership experience in both industry and consulting.  Sachin serves as a trusted advisor to his executive-level clients and helps them deliver on strategic, operational, and technology transformations.  He leads blended client/consultant teams to provide a big-picture perspective and foster a collaborative partnership between stakeholders.  Prior to joining Clerestory, Sachin earned an MBA, deployed enterprise-wide solutions, and implemented customer-centric strategies.  Sachin has experience in manufacturing, logistics, insurance, healthcare, professional services, and high-tech (hardware and software) industries.  Sachin is known for his holistic approach to problem-solving and his direct communication style.

Maura Halbach

Inspirational Coach, Problem-Solver, Change-Maker

Maura is a Senior Vice President at Clerestory.  Since the firm began two decades ago, Maura has been a cultural standard-bearer and developer of consultants.  Maura has led transformative client engagements in the manufacturing, financial services, property management, and healthcare industries.  Maura has contributed to Clerestory’s change methodology EMBEDSM and helps clients develop a greater capacity for change.  She consistently drives sustainable results in operations excellence, organization design, and technology implementation.  Clients value Maura’s ability to unite an organizations’ employees around a shared vision to develop internal change agents.  She is highly effective at creating enthusiastic participation and meaningful collaboration.

Michelle Kerr

Trusted Advisor, Organization Designer, Change Leader

Michelle is a Co-founder and Principal of Clerestory.  She became a consultant after working in industry and completing an advanced degree in Organization Design.  Over the last 25 years, she has earned a reputation as an authority in the fields of organization design, executive project management, and HR process design.  Michelle has led numerous efforts for global companies aligning corporate strategy with investments in technology and human capital.  She has continuously improved Clerestory’s change methodology EMBEDSM and applies it to help clients with large scale transformation.  Her clients trust her to quickly adapt to fast-changing project needs.  Michelle generates tremendous client value and inspires innovation.

John Wick

Client Advisor, Fact-finder, CFO, CPA

John is a Co-founder and Principal of Clerestory.  He is a CPA by training and has over 30 years of experience leading consulting engagements in the insurance, financial services, pharmaceutical, and distribution industries.  A skilled Program Manager, John is sought after for his expertise in implementing process and technology solutions with a focus on the top line.  His clients appreciate his ownership of P&L and his deep understanding of financial processes, including financial/information technology audit concepts.  Clients view John as a thoughtful listener and an inquisitive and thorough problem solver.

Linda Toops

Leader, Mentor, Business Builder

Linda is the founder and Managing Principal of Clerestory and has more than 35 years of consulting experience.  Throughout her career, she has applied her expertise by developing high-performing teams, delivering business value, and leading companies from vision through execution.  Her bias for clear communication and processes that put people first have become values that Clerestory consultants bring to every client project.  In her role as Managing Principal, Linda is responsible for the firm’s strategy for client and staff growth.

Clerestory's Change Management Principles
  1. A clear vision and the right sponsorship enables change.
  2. Reasons for change should be fact-based and clear.
  3. People support what they create.
  4. People need to change the way they work.
  5. Deliberate communication makes change sustainable.