From 20+ systems to one platform: How IRIS documented 550+ processes and fixed 87% of broken customer touchpoints
The challenge
IRIS Software Group is a global provider of mission-critical, cloud-hosted software solutions and services to more than 100,000 customers across 135 countries. For nearly 50 years, IRIS has been a trusted partner to businesses, finance, HR and payroll teams, educational organisations, and accountancy firms of all sizes, providing innovative operational solutions that streamline complex processes, maintain compliance and unlock growth.
Most growing companies face some operational headaches, especially when they expand through acquisitions alongside organic growth. As IRIS scaled, the more complex their internal processes became. They had 20+ different CRM systems running across various business units, multiple billing systems that didn’t talk to each other and processes that varied wildly depending on which product line you were dealing with.
Internally, key business knowledge was often held in individual expertise or across different tools like PowerPoint, Excel spreadsheets and Visio diagrams. This made it challenging to manage change across the organisation.
IRIS decided to tackle this head-on by adopting Liberty Spark, our process mapping and improvement solution. They started by focusing on their order-to-cash process, which became the foundation for their new target operating model. They ran workshops with the Liberty Spark team, combining training with actual process mapping. With Liberty Spark, the team could easily then map processes live in workshops with stakeholders and subject matter experts.
“Using Liberty Spark, we identified over 600 improvement opportunities. Having that in a report to instantly show to senior leadership has helped to inform their decision making because cold hard facts gave the direction.”
Jenna Taylor
Senior Business Analyst – Transformation Team, IRIS Software Group
The solution
“When we mapped our entire customer journey, we found 150 customer touchpoints. Out of those, 130 were areas where we saw we were delivering value, however it highlighted opportunities for improvement. Seeing it from that visual perspective wowed people and showed the scale of what we were trying to achieve.”
Jenna Taylor
Senior Business Analyst – Transformation Team, IRIS Software Group
The result
IRIS have shown what’s possible when you tackle process mapping systematically. The journey’s not over – they’re about halfway through their process documentation and have ambitious plans for the next phase. Using Spark’s intelligent process management, they want to ensure regular process health checks and reviews. Building a robust governance framework for continuous improvement they can also look to integrate AI and automation where it makes sense.
Beyond the numbers, they’ve improved how their customers experience their services and created an employee culture where people are actively involved in improving workflows with a centralised, searchable repository.
Impact
550+ Processes Identified
50% already mapped
600+ Improvement Opportunities
20+ Different CRMs
centralised to one system, including billing
One solution to unlock all the potential
Holland & Barrett adopted our process mapping solution, moving away from static, traditional tools. This shift enabled decentralised ownership of processes and fostered stronger collaboration and engagement across teams.
To expand and evolve, while maximising efficiency, Charlie Bigham’s needed a process mapping and improvement solution. Liberty Spark, our process improvement solution enabled managers to document, centralise and connect processes – bringing them to life.
Page Outsourcing, a leader in recruitment process outsourcing (RPO), offers hiring solutions for business transformations and a wide range of managed HR solutions. By adopting Liberty Spark, Page Outsourcing were able to streamline process mapping and enhance stakeholder management efficiently and many more benefits.
