We help drive major business transformation from strategy through execution focussing on the core levers of internal change that drive profitability, competitive advantage and growth.
Our mission is to build better businesses, transforming the way they work, their scale and impact, and delivering strategic outcomes.
Our focus is on transforming several aspects key to the way every organisation works: strong customer and market engagement, high performing operations, scalable and efficient corporate services, robust governance and performance management.
Our consulting team have formed, led and delivered large scale transformation across healthcare, telecommunications, banking, funds management, manufacturing, transportation and more, with capabilities that specifically address several of the common models for business transformation, each with distinct approaches and outcomes, below:
Broad-based Business Transformation with major process, practice, people and technology components aiming to reduce costs, modernise and digitise, lift performance, restructure and renew the organisation, focussing on specific challenges arising from enterprise and business line strategy.
Operational Excellence Transformation that builds a high performing, streamlined, resilient operations – whether product- or service-based – addressing everything from supply chain design, production or service delivery, quality, risk, cost and timeliness. Operational excellence programmes typically incorporate global best practices from Lean and Six Sigma to deliver high-throughput, scalable operations environments, particularly in transactional contexts like call centres, support centres and processing environments.
Customer Experience Transformation addressing the customer journey, human-centred design for the customer experience, marketing and sales effectiveness, customer onboarding, customer support and relationship strategies aiming to drive delight, lifetime value and promoter effects.
Corporate Services Transformation designed to build efficient, streamlined, highly automated and scalable services across finance, human capital, technology, procurement, property & asset management, projects, and more. The focus in such transformations is on service excellence, business process automation and streamlining a “straight through” approach to processing, modernising key corporate platforms, and lowering total cost to serve.
- Cost Reduction through labour efficiency, spend reduction and operations optimisation
- Efficiency including reduced effort, improved timeliness and greater throughput
- Growth through customer and market strategies, acquisition and sales optimisation
- Agility to acquire and expand business, and build scale effectively
- Competitive strength through modernisation, improved strength of offering, and brand differentiation
- Compliance spanning quality improvement, improved risk exposure and regulatory compliance
- Governance, performance insight, management controls and operating discipline
What We Do
We deliver major business transformation across the entire lifecycle from strategy through to execution.
We build the transformation strategies that drive major outcomes across customers and markets, operations, corporate services and governance; with major change levers in technology, business process, workforce design, outsourcing and partnerships, and asset strategies.
We deliver transformational change through large, often complex programmes, typically framed around operational excellence, customer experience, corporate services transformation, and disruptive business model change.
Operating Model Design
All good strategy sets a target that any transformational change must work towards. We help blueprint the operating model that defines how the business works, comprehensively across nine key layers, giving a clear model to build towards through strategy execution.
Operating Model Transformation
Our comprehensive operating model consciously addresses all aspects of the way any organisation works, top-down from customers, markets and over-arching governance through to operational aspects of service, people, process and technology design, right down to foundational assets and the operating footprint, in nine integrated layers.
Governance - governance structures, enterprise information, enterprise risk, policies and controls
Customer & Markets - covering the markets, brands, channels, customer segments & personas
Products & Services - service and/or product design, service delivery model / production model, service levels & grades, direct revenue and cost
Processes & Value Stream - key activity design, process architecture, operating practice/systems design
Organisation - workforce capabilities, organisational design, people & roles
Partners - outsourced partners for sales, labour, value-added production and distribution
Technology - applications and infrastructure, technology platforms, data
Assets & Infrastructure - footprint & locations, supply chain, plant and asset base, property
Economic Model - direct revenue and cost, contribution margin, overheads / corporate services, capital & funding models, acquisition modelling, sensitivities & scenario analysis
Our Track Record
We prize our client relationships and work hard to deliver great outcomes. We're proud to maintain a long and referenceable list of successes.
I worked alongside Exent in producing our Enterprise Architecture best practise and product guidance on Procurement and Attend to Pay platforms. Exent were very quick to understand our various business challenges and produced a comprehensive roadmap of prioritised changes. I would have no hesitation recommending their work in the space of enterprise architecture and platform sourcing.
Exent were engaged by New Hope to provide senior level resources for an ERP implementation project. We were specifically looking for someone to carry New Hope’s best interests and keep our implementation software partner on track for a multi-year program of work. As the General Manager of Technology I was responsible for the successful outcome of the program and I knew I would need top talent. I found the Exent resources were very capable and experienced and exactly what we needed. As well, the Exent leadership team were very hands on and I was able to leverage their expertise in other areas of my business as well. I would recommend Exent for Program Management resources.
Exent were engaged to help select an award interpretation platform and deliver HCM architectural & design guidance. We found their consultants had great domain depth and explained the outcomes clearly and with justification. Would work with Exent again in the future.
Multicap engaged Exent to complete a Technology Roadmap to inform investments in technology as well as a high level overview of a Target Operating Model (TOM) for the organisation. We found Exent consultants to be knowledgeable and able to work with key stakeholders at many levels to inform both pieces of work they were engaged to deliver. Their communication and reporting was clear and concise and they engaged well at all levels across our organisation. Multicap values the relationship it has with Exent and will consider using them again in further work as we continue to expand our services.
Joe and the team at Exent were the foundation of what has become an evolving transformation and process automation journey. Joe invested time in helping us build a sound platform of knowledge and understanding prior to formally engaging with us on our initial process automaton project. Exent were able to apply skills, knowledge and experience to our business gain from working in other industries and gave us confidence that despite being a medium size business, we were on the track and real solutions were possible and cost effective to realise. Thank you Joe & Exent – the skills transferred to our team have been invaluable in helping us mature as a business.
Exent were bought in to advise on Enterprise Architecture best practise and product guidance on Procurement and Attend to Pay platforms. Exent consultants worked fast to get a good understanding of the various business unit challenges and articulated a clear vision for the future direction of our firm. Definitely recommend Exent for platform sourcing, selection and design.
Exent were engaged by DDH to assist with a range of technology strategy and automation initiatives. Exent implemented an innovative robotic process automation solution for us, and successfully handled the complexities of our core platforms and work systems. This solution was delivered well and we found Exent’s consultants were professional, productive and brought real value to our team. We continued to engage Exent to build a long-term technology architecture and roadmap, and to review and guide the strategy around a large core system replacement – both strategically important pieces of work. Exent have demonstrated strong depth of experience and ability to partner that we continue to value today.
We were looking at potential HCM solutions and engaged Exent to advise on HCM design and select and award interpretation platform. Exent delivered a comprehensive review with real actions that we have carried forward into implementation. I would have no hesitation in working with Exent again in the future.