BravoConnect in Madrid – Day 2 with JLL, Hackett and Success Services

BravoConnect day two in a rainy Madrid, and your fearless correspondent is pleased he went to bed around midnight, some four hours earlier than quite a few of the younger delegates and indeed BravoSolution staff …

But the attendance level was still good as John Shaw, BravoSolution’s VP of Customer Success, kicked off, talking about the BravoSolution Customer Lifecycle, which puts maximising customer value at its heart. From onboarding through implementation to value realisation, Bravo puts a lot of focus on the way they work with clients; that’s been as much a reason for the firm’s success as the technology itself, in our opinion.

Shaw talked about the Global Customer Care model which aims to give clients a consistent experience. There are two levels – standard and premium, “BravoAdvantage Care” and “Success Services”. Standard gets you 24 x 5 English global support network. Premium increases regional language capabilities, and prioritises questions to team members trained on your implementation. He also ran through the “success services” available to clients, for example: auction support, supplier discovery, supplier training, and supplier qualification assistance.  

There are also “country success programmes” – a transparent customer health model with a scorecard-type output, looking at (for example) value achievement, relationship quality, solution adoption, and stakeholder satisfaction. This is all about how much value the client is getting out of the BravoSolution technology, but it probably gives the client a somewhat wider view of procurement in their organisation too we suspect.

We next heard a very interesting case study from Michael Raphael, the global lead on Bravo implementation and CPO of Asia Pacific at the property management firm. I didn’t realise JLL was so huge – revenues of $6.8B and 77,000 employees.

JLL is involved in all aspects of building and managing property and property issues. It has been listed as one of world’s most ethical firms ten years in a row, and offers a wide range of services – from technology to run property to facilities management to traditional real estate buy / sell / leasing services. Much of the procurement is therefore on behalf of clients, which brings additional challenges for the function.

Raphael explained that the previous legacy sourcing tool was just too complex for ad hoc use – as well as being very expensive and not consistent globally. Hence the move to BravoSolution, which offers an integrated platform, more intuitive to use, and seamless integration between RFX events and contract management - key for JLL’s own contractual relationship with customers. He was also very positive about the partnering nature of the relationship between JLL and Bravo – indeed, it was a great endorsement for BravoSolution as well as an impressive story generally.

As well as sourcing and contract management, JLL are looking to apply the supplier performance management capabilities – consistent base questions for suppliers globally, and scoreboards, which can be tailored for JLL client needs. Further work will be around implementing risk management and savings management (incredibly complicated with multiple clients), and eventually, integrated P2P.

We’ll cover a breakout session in more detail another day. Christoph Streng of BravoSolution led a discussion around supplier development – “the process of active collaboration with suppliers to improve their capabilities”. That threw up some issues around supplier development versus supplier relationship management which deserve an airing.

The afternoon keynote came from Melani Flores who heads up the EMEA procurement advisory team at the Hackett Group. Again, there was thought-provoking content here that we’ll feature more fully in future. But in summary, she covered digital transformation and what that means for procurement – overall a positive message but also with a warning that relatively few organisations seem ready to embrace the challenges and opportunities.

So, all in all, a good two days, and we suspect BravoSolution will be pleased with the attendance level and the positive vibes from existing clients – and more to come from us on some of the specific sessions next week.

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