In today’s rapidly evolving world, our teams must navigate an intricate landscape of political, geographical, geological, and meteorological challenges-not to mention the unpredictability of what we call a ‘different kind of normal,’ as explored in my Every Day is Different blog series. While our approach to successful project delivery continues to adapt and evolve, one thing remains constant: our unwavering commitment to quality, compliance, and a client-first focus.
How it All Started
Rewind to 1992 (yes, really!) when I embarked on my first international implementation. It was a classic early ’90s ERP project (Tetra Chameleon, for those who remember) for a major banana exporter, with our ‘project office’ being nothing more than a wooden shack in downtown Freeport, Grand Bahama. Back then, we thought our biggest challenge was the temporary lack of office furniture and IT equipment. But Hurricane Andrew had other plans, quickly making those concerns seem trivial.
In the aftermath, as we navigated the chaos and eventually made it to Miami for a flight home, I couldn’t help but wonder if this was a sign of things to come for future international projects. As it turns out, it was! We were quite literally blown away-both by the storm and the experience-and our families had never been more relieved to hear from us.
That project was a crash course in resilience, adaptability, and the unpredictable nature of international delivery. Even today, the lessons learned in 1992 remain a core part of the guidance we give to teams setting out on their own global project journeys.
Our Approach is Different
Before starting any international project, we gather key insights on travel, local customs, religion, language, and-most importantly-the people we’ll be working with. While the FCO provides valuable security advice, we also collaborate with the client’s own Travel and Health & Safety teams. Our philosophy is simple: we adapt to the local way of life, not the other way around. This approach consistently builds trust and ensures project success.
A prime example was our 2005/6 project in Damascus, Syria, implementing SunSystems and Enterprise Asset Management for an Upstream Oil & Gas client during Ramadan. We adjusted our working hours to align with local customs, earning the client’s appreciation. That trust proved invaluable when tensions escalated, leading to my unexpected departure-escorted by FCO representatives and security guards-on a 3 a.m. flight to Amman before heading home. To this day, the client jokes my ‘evacuation’ was more about escaping to suit my ‘dubious musical tastes’ than the political climate! I had concert tickets booked (James Blunt), and I made it home to meet my friends at the venue straight from the plane.
Over the years, we’ve learned to expect the unexpected:
- Rainy season in Lagos. Flip-flops dry faster than trainers-and local wildlife can’t hide in them.
- Airport closed for maintenance in Gabon. Spend the weekend watching migrating whales and brushing up on French.
- Luggage lost en-route to Erbil. A grocery store trip (with security at the door) will sort you out.
Flexibility and composure are key. While structure and planning provide a foundation, adaptability ensures success. User adoption can be a challenge, especially in remote locations with legacy systems. Cultural awareness, patience, and even offering a certificate post-training can make all the difference!
When Regulatory Requirements Met Touchstone
Having successfully implemented SunSystems for several global trading firms, we were engaged to support a project in Texas alongside a trusted business partner. Their role was to implement Allegro for trading operations on behalf of a Mexican client, while our focus was on SunSystems and ensuring seamless integration between Allegro, SunSystems, and Mexico’s SAT-the government agency responsible for tax collection and regulatory compliance.
The SAT platform is entirely digital, requiring all relevant transactions to be electronically stamped both pre- and post-settlement. It’s a complex system, made even more challenging by its ever-evolving regulatory requirements.
Fortunately, our teams collaborated seamlessly to interpret these requirements and translate them into a workable solution. The first hurdle? Getting the documentation translated from Spanish to ensure everyone was aligned. From there, with 10-15 people often gathered around a large boardroom table, expectation met reality as we worked collectively to architect the solution.
As expected, scope creep and regulatory changes surfaced during the configuration phase. A well-structured change control process-combined with strong relationships between all parties-ensured these challenges didn’t derail the project. By playing to our strengths and maintaining open communication, we successfully delivered a robust, compliant solution.
What Next?
At Touchstone, we are always striving to deliver exceptional service to our clients-both domestic and global. Our team is among the best in the industry, and that’s something we take great pride in. Just this week, we received glowing feedback from two separate clients, each recognising the outstanding service provided by our consultants. It’s a testament to the expertise, dedication, and client-first approach that define Touchstone.
Touchstone has successfully achieved ISO27001, ISO22301, and ISO9001 certifications, reinforcing our commitment to information security, business continuity, and quality management. These globally recognised standards reflect our dedication to continuous improvement and operational excellence.
With all accreditations now embedded across our organisation, we are applying its principles to all our Professional Services activities-streamlining operations while maintaining a strong focus on our clients’ individual needs. This achievement further strengthens our ability to deliver high-quality, reliable services while continuously enhancing our processes.
This is yet another Touchstone initiative that will enhance customer confidence and drive ongoing process improvement-ensuring we continue to deliver excellence at every level.
Want to learn how our team can support your financial management software implementation? Get in touch at [email protected].
