Kerridge Commercial Systems (KCS) has appointed Camilla Lardner as its Professional Services Group (PSG) Director.
Lardner joined KCS as Project Delivery Director in July 2018 after spending 12 years in Application Delivery Services at IBM. As Delivery Director, she focused on expanding the governance and control of projects in order to provide more repeated successful implementations.
Her first few months as Director of PSG saw this inward focus continue. She maintains that the key to stabilising a department geared towards customer success is in having good internal structure, control and process.
Commenting on her priorities for her new role, Lardner said: “PSG is a department that everyone can, and should, benefit from. Getting implementation right from the outset is imperative, as this sets customers up for a positive journey with KCS. It also affords my own team greater opportunities to operate with a focus on customer experience.
“My intention is to shift from being wholly reactive to our customers’ demands towards proactively identifying the value-added services we know they will benefit from.”
Another of Lardner's priorities for and her team will be providing a more responsive ad-hoc consultancy service for customers looking to make smaller changes to their system. With the backing of a flexible and scalable team, PSG will be able to turn around smaller changes more efficiently and effectively.
“I ultimately want our customers to receive a robust and repeatable service from us, whenever they need us, and the journey to get us there is well underway.” Lardner added.
James Mitchell, KCS Managing Director for the UK and Ireland, commented: “Camilla brings to the KCS PSG an excellent track record of IT installations, from million-pound projects through to small implementations for a handful of users. All these projects have one thing in common and that is ‘change’.
“Successful projects have the three key areas of ‘people’, ‘ process’ and ‘tools’, all managed together in the change project. Being aware of this and designing our processes around these principles, while having strong governance to manage risk, means Camilla is successfully changing the process for KCS’ installations for the benefit of all stakeholders.”