Digitizing renewal processes to enable faster business growth
The UK’s largest pub company set out to rapidly scale one of its high-margin operating models across its nationwide estate, with more than 1,200 site conversions planned. But the renewal process behind each conversion was slow, manual, and difficult to track. Improving speed, accuracy, and control became essential to keeping the company’s ambitious growth plans on course.
The challenge
Manual and inconsistent renewal workflows created friction at every stage of the process. Administrative tasks slowed decisions, compliance checks required extensive oversight, and teams lacked real-time visibility into progress. With every conversion dependent on accurate documentation, clear governance, and timely approvals, the existing approach introduced operational risk at exactly the moment the organization needed efficiency and clarity most.
The company recognized that its legacy process could not support the pace and scale of its expansion plans. A more streamlined and governed renewal journey was required to reduce manual effort, strengthen compliance, and provide the transparency needed to confidently move sites through the conversion pipeline.
Solution
Creating a faster, more reliable renewal process
We partnered with the company to deliver a unified digital renewal framework that simplified the end-to-end renewal journey and created better alignment across teams. Building on strong Business Analysis foundations, we worked with stakeholders to define clearer workflows, strengthen governance structures, and establish consistent requirements across every stage of the process.
The redesigned journey replaced a fragmented mix of manual tasks, spreadsheets, and email-driven coordination with structured digital workflows that improved accuracy and transparency. By clarifying ownership, standardizing compliance steps, and introducing a reliable single source of truth for renewal activity, the organization gained a process that moved faster, reduced administrative burden, and offered far greater visibility into progress.
How we delivered
Workflow redesign
Mapped existing renewal workflows to identify bottlenecks and redesign improved end-to-end processes.
Gap analysis
Conducted gap analysis to support a smooth transition from legacy practices.
Compliance automation
Implemented automated data validation, system checks, audit trails, and compliance workflows aligned to Pubs Code requirements.
OutSystems deployment
Introduced the OutSystems platform to replace spreadsheets, emails, and manual coordination with governed digital workflows.
Document automation
Automated creation of more than 20 documents to reduce manual effort and improve data accuracy.
Digital signing
Integrated DocuSign to streamline signing and approval workflows.
Phased delivery
Delivered the program in two structured phases, allowing reuse of frameworks and templates and reducing follow-on development effort.
Change management
Established a change management plan including user training, communication, and adoption support.
Business Analysis templates
Developed reusable BA templates and documentation to enable future digitization.
KPI tracking
Monitored KPIs such as turnaround time, productivity, and error rates to guide continuous improvement.
Impact
Delivering measurable gains in speed, accuracy, and scalability
The digitized renewal journey delivered measurable improvements across productivity, accuracy, and development efficiency, giving the organization the stability and clarity needed to support rapid business growth.
increase in user productivity through stronger validations and audit-ready workflows.
data accuracy achieved through automated creation of more than 20 documents.
reduction in Phase 2 development effort by reusing frameworks and templates.
Beyond these results, the new digital renewal framework supported more than 1,000 site conversions, lowered compliance risk, and introduced consistent governance that reduced manual error and strengthened visibility across the pipeline. Faster cycle times kept expansion plans on track and positioned the company to scale its operating model with confidence.
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