Ancient systems are ruining your service delivery model

Most businesses can't tell you where their work actually sits. Not because they don't care, but because the systems they rely on were never built to show them. In this conversation, Kiran Sinharoy and Will Harris dig into a problem that runs right through the fund, trust and corporate services industry. Teams spend their days jumping between Outlook, Teams, Excel and messaging apps, while the formal system of record, the one the business is paying millions for, barely gets touched. Will shares what happened when one client actually measured it. Only a few percent of the day was spent in the system they'd invested so heavily in. The rest was scattered across email and chat, invisible to anyone trying to understand how work really flows. Then there's the waiting. In global operations, work passes between colleagues in Hong Kong, India and the UK, and the gaps between those handoffs never show up on a process map. As Kiran puts it, people assume all the money gets spent in the boxes and the lines are free. It's the opposite.