FDM collaborated with the client to identify crucial adjustments for their digital transformation journey and ongoing
success strategies.

To drive these changes effectively, our team outlined key responsibilities including overseeing, managing, and supporting the implementation of new systems across the organisation.

Specialised skills were identified as critical for call centre digitalisation, cloud awareness training, and comprehensive system training. Our five Practices can provide a broad spectrum of talent, accelerating consultant progression in customised skill sets. Candidates also needed to be proficient in Cantonese and English.

FDM was chosen for the quality and attitude of our consultants, proven through years of partnership. Our strong relationships with Hong Kong’s universities allow us to access a high-calibre talent pool, providing adaptable, and motivated consultants with extensive technological knowledge.

Working with the client, we identified a team of suitable candidates from our Change & Transformation, Data & Analytics, and IT Operations Practices.

The required roles included Business Analysts to streamline the Office 365 migration, with Technical Analysts to ensure the efficient rollout of Power BI, managed by Data Analysts and overseen by Project Managers.

To ensure consultants were ready to go on client assignment within 8 to 10 weeks, they went through core capability training in FDM’s Skills Lab. Here, they upskilled in financial industry awareness, business analysis, Project Support Office, Unix, Java, Python, and IT Infrastructure Library. They also gained PRINCE2 certification.

FDM had initially integrated small numbers of consultants into various client teams and onboarded further talent as their transformation evolved.

Since partnering with the client, FDM has assigned over 20 skilled consultants across diverse teams including the Centre of Excellence (COE) – Analytics and Digital, Customer and Business Development (CBD), Project management Office (PMO), and Innovation.

An FDM Project Support Consultant facilitated project updates and guided the transition to cloud-based services. The CBD Team concentrated on call centre digitalisation, with an FDM Consultant as a Customer Relationship Manager identifying gaps and implementing operational solutions.

Key achievements include:

Elevating user competence: Business Analysts delivered system training to over 5000 users and 800 stakeholders, significantly increasing their proficiency and confidence in new systems.

Streamlining operations: Technical Analysts identified and implemented essential Microsoft applications for each department, optimising workflow and productivity, ensuring seamless integration, and enhanced efficiency.

Ensuring smooth cloud adoption: Project Support coordinated cloud awareness training and monitored transformation progress, ensuring a well-managed transition to cloud-based systems with reduced downtime and operational disruptions.

Improving data management and security: Data Analysts used Power BI for report building and led data protection workshops, enhancing analytical capabilities and reinforcing data security to support informed decision-making and safeguard sensitive information.

Enhancing customer service: The digitisation of call centre projects automated customer requests and scheduling for over 200 representatives, improving service efficiency, reducing response times, and increasing customer satisfaction.

Overall, FDM Consultants’ performance verifies that the client’s goal of driving digital transformation for the business
was achieved.