What is a Trusted Advisor?
Trusted Advisors are experts with extensive industry experience who advise companies and individuals on strategic decisions. They are particularly valuable in transformation projects that require major changes integrating business processes and technology. Unlike system integrators, Trusted Advisors provide vendor-neutral advice and support their clients with expertise throughout the entire duration of the project.
What characterizes good consulting?
Imagine you want to buy a new car but don’t yet know which make and model best suits your needs. You then visit a nearby car dealership to gather information. What criteria would you use to determine if you received good advice? You probably think: “The salesperson should advise me as objectively as possible.” “I want them to listen carefully and recommend cars that fit my requirements and budget without bias towards any particular supplier.” “I don’t want to be pressured into buying.” Most people will not rely solely on a salesperson’s advice; they will visit different dealerships and seek independent information, such as online reviews, before making a purchase decision.
Let’s transfer this example.
Companies can’t simply search the internet to find the best approach for their planned initiatives. Major changes must align with the overall corporate strategy, harmonizing the various requirements of different business areas. Therefore, they depend on external consultants. This is where many companies face difficulties, as it is often unclear which investments actually contribute to achieving the company’s goals. Additionally, conflicts of interest between various departments are common.
Trusted Advisor Before the Project Start
This is where the work of a Trusted Advisor begins. They meet with all involved parties to understand their perspectives and requirements. They then create a plan to reconcile all interests and achieve the objectives.
For example, if a company needs to implement new software, the Trusted Advisor provides vendor-neutral advice, recommending the solution that best fits the company’s requirements and structure, not the one that pays the highest commission.
In reality, system integrators often take on this task. The problem is that they are usually only familiar with one technology base and earn money from licenses. Objective advice cannot be expected from them.
Trusted Advisor in the Project
Once a company has chosen a software and an implementation partner, a Trusted Advisor acts as an advocate for the company in the project. This includes the following services:
- Monitoring the implementation process from an expert perspective
- Providing substantial support for tasks beyond the customer’s expertise that cannot be passed on to the system integrator
- Assessing solution proposals
- Supporting contract management
- Representing the customer’s interests in technical discussions
Trusted Advisor after the Project
The phase after the go-live, known as the hypercare phase, is the most critical in the entire project. This is where errors or process gaps not identified during testing often become apparent during daily operations. Trusted Advisors help quickly identify and resolve problems. In case of disagreements, they mediate with the goal of ensuring project success. Trusted Advisors also support managers and teams with their expertise to ensure optimal utilization of the new solution. This helps in quickly recognizing benefits and achieving acceptance.
Who needs a Trusted Advisor?
Like buying a car, large projects in a company involve high costs and risks. Wrong decisions can impact company goals and overall performance for years. Trusted Advisors, with their extensive project and industry experience, ensure decision-makers set the right course for their company’s future. We recommend seeking the neutral advice of a Trusted Advisor in addition to support from system integrators.
