From fragmentation to a bundled IT landscape
The average IT landscape consists of many tools.
An HRM system for employee data. A CRM for sales and relationship management. Microsoft 365 for documents and collaboration. A CMS for your online presence. And ticketing or event tools for access and registrations.
Each tool probably makes sense on its own. But the sheer number of tools, combined with a lack of structure, can quickly create confusion.
In this article, we explore where that fragmentation comes from, the possible solutions and how to map out your organisation’s IT landscape with a practical step-by-step plan.
Not the right tools? Or not enough cohesion?
Organisations can’t avoid using multiple tools side by side. These tools are often well configured in their own right. They serve a clear purpose and solve a specific problem. Yet fragmentation often emerges at the front end. Administrators know which system serves which purpose, but this is not always clear to users. They have to search, switch between tools, log in again or retrieve information from multiple channels.
This increases the risk of missing updates and can make processes feel cumbersome. It can cost time, cause frustration and ultimately reduce engagement.
So, the key question is not necessarily: which tools are we still missing? It is: how do we make our IT landscape feel like one clear environment for users?
Users think in actions, not systems
Many organisations look at their IT landscape from the back end. How do we manage data? Where do we store documents? Which system do we use for our membership administration? Where do we manage tickets, events or forms?
These questions are important, but often not enough. From a usability perspective, it is better to think in terms of actions rather than systems. Users simply want to know where to find information, where action is needed and where interaction takes place.
Think of questions like:
- Where can I find the latest news?
- Do I need to register for events by email?
- Where did you share that document with me?
- Will I receive the tickets by email?
- How can I quickly get in touch with other members?
- Where can I arrange that quickly?
The back end and front end of your IT landscape
It may go without saying, but it is still worth mentioning: every IT landscape has two sides, the front end and the back end. The back end consists of the systems that bring structure to your organisation. For example:
- CRM systems such as Salesforce or Microsoft Dynamics;
- Microsoft 365, SharePoint and OneDrive;
- Ticketing and event tools;
- CMS systems;
- HRM systems;
- Membership management tools.
No matter how well these systems are set up at the back end, the front end is where people receive information, respond and stay engaged every day. This is often where the challenge lies.
When the front end feels fragmented, users are still left searching. An IT landscape becomes more user-friendly when the structure at the back end translates into simplicity at the front end.
Why one system for everything isn’t realistic
Many organisations look for one system that does everything. It sounds logical, but in practice, it is rarely the answer. You usually need different specialist tools.
An HRM system excels at managing employee data, a CRM at relationship management and a ticketing tool at managing tickets and access control.
So, you don’t need to replace these systems. The main question is how to make them work together in a way that feels logical to users.
A community platform as the connecting layer in your IT landscape
A community platform such as Bundeling can form the connecting layer between your existing systems and users. With our features, you bundle communication, information and interaction into one environment. By connecting your existing tools and using SSO, users only need to log in once. Multiple systems remain active at the back end, while users notice far less of this complexity at the front end.
What is SSO?
SSO stands for Single Sign-On. It is a technology that allows users to log in once and then automatically access different apps and websites without having to enter their password each time.
That is not only convenient. When set up properly, an SSO solution can improve both ease of use and security.
How does it work?
- One central service, the identity provider, verifies who you are.
- Once you are logged in, it confirms your identity to the other apps.
- This means users don’t need to remember a separate password for every app.
This creates a digital one-stop shop for users: from communication, information, interaction and processes to updates, activities and events. You bundle everything relevant in one clear environment.
What does a connected IT landscape look like in practice?
Using examples from our customers, we show what a connected IT landscape can look like for businesses, professional sports clubs and member organisations.
For sports clubs: CRM, ticketing and Bundeling
For professional sports clubs, it often comes down to relationships, access, events and engagement.
CRM systems such as AFAS, Salesforce or Microsoft Dynamics support relationship management and sales. Ticketing solutions such as Tymes4 manage access and tickets. Bundeling gives business club members and partners access to everything in one app.
Tickets, events, news, networking, attendee lists and personal updates are all bundled into one environment for users.
In short, the CRM and ticketing systems manage sales, relationships and access. Bundeling centralises everything and activates the community around it.
For member organisations: website, membership management and Bundeling
For associations and member organisations, the website often plays an important role alongside the CRM system.
The website provides visibility, orientation and public information. Bundeling delivers daily value to members through updates, activities, documents, registrations, interaction and exclusive content. When needed, Bundeling can easily display the website through an in-app browser. This bundles all information into one environment.
The website is the showroom. The platform is where members experience exclusive value every day.
For businesses: HRM, Microsoft and Bundeling
For businesses, we find that a strong set-up combines HRM, Microsoft and Bundeling. HRM systems provide the foundation for employee data. Microsoft 365 supports access, documents and collaboration. Bundeling brings communication, information and interaction directly to employees.
For users, this means they can log in with their existing account, receive relevant updates, find documents, complete forms and stay engaged with the organisation.
The biggest pitfall: trying to connect everything without clear value for users
Integrations are valuable, but not every connection automatically makes sense. Sometimes they create even more complexity because organisations try to connect everything to everything else. That is why you need to assess the real value of each connection. Ask questions such as:
- Does this reduce administration?
- Does this improve the user experience?
- Does this increase adoption?
- Does this prevent confusion?
- Does this simplify processes?
- Is this data really needed at the front end?
A connection only adds value if it means users spend less time searching, switching or waiting.
Step-by-step plan: how to identify ways to improve your IT landscape
A well-integrated IT landscape starts with the experience you want to create for users. Put yourself in the end user’s shoes. That may sound easy, but it isn’t.
That is why we have outlined the following steps:
- Start by identifying which information is stored in each system. Where does each piece of information need to come from? What data is stored in your CRM, membership management system or website, for example?
- Then identify which information users really need to see. Not everything needs to be visible all the time or to everyone. You can already define this by user role, group or interest, although you can also do this at a later stage.
- Check whether and where interaction takes place. Receiving news and updates is one thing. Responding, registering, networking, completing forms and asking questions are where real engagement begins. Is enough interaction already taking place? If so, where?
- Consider how often you duplicate administrative work. There is a good chance you will discover that you can save a great deal of time.
- How often do you repeat the same information each day, week or month? This may be the finding that surprises you most.
- Identify where information currently gets stuck. Which questions keep coming back? Which updates are missed? Which processes cause delays? And where do users drop out?
- Where and how often do users log in? Consider what you are asking of them.
- Which systems need to communicate with each other? Not everything needs to be connected. Start with the connections that deliver the most value for users and administrators.
- Finally, check whether anything is missing from your current landscape, such as a platform that gives your users an all-in-one experience.
The aim is not to reinvent your entire IT landscape. It is to identify where systems, information and processes can work together more effectively.
User experience comes first
Modern organisations think not only in systems, but in experiences.
Not: we use AFAS, SharePoint, Teams, Salesforce, ticketing and a website.
But: how do we ensure that employees, members or partners experience everything relevant to them as one logical whole?
That is the shift. From separate tools to one bundled user experience. Your IT landscape is only successful when users no longer notice how many systems are working behind the scenes.
From separate systems to one clear user experience
In short, not every system needs to be replaced. In fact, it is often better to let systems do what they do best. But for users, the experience must remain simple.
They don’t want a fragmented landscape. They want to know where to find information, where action is needed and where interaction takes place.
That is why a modern IT landscape is not about one all-encompassing system. It is about smart connections between systems that make them feel like one connected whole.
