The Challenge:
The client, a national provider of aviation hospitality services with over $2B in annual revenue and 100+ decentralized locations, faced increasing complexity in its procurement operations due to rapid growth and acquisitions. Each location operated independently, resulting in inconsistent practices, minimal support infrastructure, and difficulty scaling procurement capabilities to match enterprise needs. This fragmented environment led to:
- Manual, error-prone processes with limited scalability
- Poor visibility into spend, supplier activity, and purchasing trends
- Inconsistent understanding of procurement policies due to a lack of training
- Misalignment between system design and real-world operations
- Low adoption rates caused by unclear roles and ineffective communication
To succeed with a new procure-to-pay system implementation, the client needed a coordinated approach to testing and training that would build organizational readiness and reduce risk at go-live.
The Strategy:
Jabian led user acceptance testing (UAT) and training for the first phase of the client’s Coupa implementation, focusing on future-state process alignment and user engagement. The approach included:
- Designing a structured UAT plan with clear milestones and ownership
- Developing targeted training materials and quick reference guides tailored to real business scenarios
- Delivering role-based end user training sessions with functional leads
- Monitoring participation and escalating gaps to ensure coverage
- Supporting early issue detection and backlog planning for continuous improvement
This strategy ensured the client could validate the system, train users effectively, and minimize disruption during the transition.
The Outcome:
Jabian’s efforts resulted in a highly coordinated go-live with strong end-user adoption and minimal operational friction. Key outcomes included:
- A business-focused UAT process that validated system design and flagged issues early
- 100% training completion across 300+ users at 100+ locations
- Adoption of the new system by 90 new suppliers and 70 contract uploads within two months
- Prioritized backlog of enhancements to support continuous improvement
- Improved alignment between system design and day-to-day operations
- A smoother transition to the future-state procure-to-pay process, driven by clear communication, consistent training, and issue resolution mechanisms
This initiative exemplifies Jabian’s capabilities in Operational Excellence and Technology Enablement, supporting enterprise transformation with the processes, training, and change management required to drive adoption and business impact.