Agile Project Delivery

GoCardless (2024)

Enhancing Efficiency and Visibility through Agile Delivery and Strategic Innovation

The Problem 

GoCardless, a global leader in recurring payments, faced challenges in managing its data reporting, licensing costs, and achieving a unified customer view. The existing systems and processes were fragmented, leading to inefficiencies, higher costs, and a lack of comprehensive visibility into the merchant experience. The need for a robust data transformation strategy, improved reporting capabilities, and cost-saving measures was paramount.

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"Getting the exec team onboard with the target operating model was a significant undertaking. Our success hinged on fostering collaboration and communication across the business."

Transformation Lead

The Solution

To tackle these challenges, a multi-faceted approach was implemented:

  • Salesforce Sales Cloud/CPQ & Data Transformation Strategy: Led the development and implementation of a comprehensive strategy to enhance data management and customer relationship processes.
  • New Data Experience Platform (DOMO): Delivered a cutting-edge platform for enhanced reporting capabilities, providing real-time insights and improved decision-making.
  • License Rightsizing: Conducted a thorough analysis and rightsizing of software licenses, resulting in significant cost savings.
  • Agile Delivery and Transformation: Operated as an Agile Delivery Consultant and Change Expert, optimizing processes and accelerating growth through a new reference architecture.
  • Unified Customer View: Developed the strategy for a single view of the customer, enhancing visibility across the full merchant experience.
  • Governance and Control: Rolled out a delivery forum and centralized change function to improve governance and control, ensuring consistent and efficient project execution.
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Results & Benefits 

The project delivered several notable outcomes:

  • Cost Savings: Achieved £1.3 million in technology simplification benefits through effective license rightsizing.
  • Enhanced Reporting: Implemented the DOMO platform, providing robust reporting capabilities and real-time data insights.
  • Process Optimization: Streamlined processes and improved efficiency, contributing to accelerated growth and better resource utilization.
  • Improved Governance: Established a centralized change function and delivery forum, enhancing governance, control, and communication across teams.
  • Unified Customer View: Created a comprehensive strategy for a single view of the customer, significantly improving the visibility of the merchant experience and facilitating better customer relationship management.
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Conclusion

The transformation project at GoCardless underscores the power of strategic innovation, agile methodologies, and collaborative efforts in driving significant improvements in data management, cost efficiency, and customer experience. By implementing a robust data transformation strategy, optimizing processes, and enhancing reporting capabilities, the project successfully addressed key challenges and positioned GoCardless for sustained growth and operational excellence. This case study highlights the importance of a well-coordinated approach and the value of strong leadership in delivering impactful business transformations.

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