Process First, Technology Second: Lessons from a Digital Transformation Reset

Nearly two years into a global CRM initiative, Modern Industrial Digital’s client, a global public health and safety organization, faced software scaling challenges, uneven ways of working across business units, and a roadmap that had fallen significantly behind schedule. Modern Industrial Digital was asked to determine why a well-funded, high-profile initiative had lost its footing. At Modern Industrial Digital’s request, advisors from APQC joined soon after, bringing a way to see and classify the underlying work processes using a shared language.

The key takeaway from this article is simple: technology did not derail this effort. The platform only exposed unresolved choices — and made them impossible to ignore.

To learn more about the change management practices that helped the company get back on track, read the case study.