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How to Select, Design, and Deploy Customer Relationship Management tools.
We help our clients accelerate their digital transformation by independently selecting and deploying within their teams the most relevant marketing, sales, and customer service solutions according to their digital maturity and needs.
• Create a unified 360° view of the customer. We help our clients select the most relevant tool to improve their customer database, knowledge, and experience. The objective is also to improve the daily life of users while minimizing the operational costs of customer relationship management.
• Co-design tools according to an agile methodology to meet the needs of our clients. Thanks to ideation and design workshops involving business and technical teams, we implement a test and learn methodology to adapt functionalities to their needs and secure the performance and adoption of the tool.
• Define a global post-deployment governance to effectively lead the change. We work with our clients during the post-deployment Hypercare phase to build a network of excellence to support users and collect and prioritize their needs while using KPIs to monitor adoption of the tool.
Success Stories
Within the framework of the implementation of a more modern CRM solution at the client's site, the objective of our mission was to move from a "contract" vision to a "client" vision, which was 360° and omnichannel, in order to increase performance and adapt to new client usage. To do this, as business analysts, we adopted and instilled an agile project approach to manage the design of the tool and coordinate the expression and prioritization of business needs via user stories. In the end, this tool was deployed to 1200 users and 8 million customers.
Where we started
Our client, a national provider of water and sewerage services in the UK identified an opportunity to leverage from performing necessary updates to their Customer Relationship Management System (CRM) to make a strategic change at the core of their business and vastly improve the customer experience.
The existing CRM solution was used to log all customer interactions, assign work to field staff, and monitor performance against business and regulatory targets. It also provided data for business management, performance information and reporting to Regulators as well as enabling the management of operational issues affecting our water and wastewater networks.
The challenges
The services provided by our client are essential to households and businesses and could be impacted significantly by a number of factors including weather events locally and supply requests from developers. It was of the utmost importance to ensure the business was not exposed beyond the support contract with the existing CRM provider whilst designing and implementing a new solution. It was necessary that the new solution extends our client’s capabilities while ensuring the business operation is not diversely impacted.
What we did
We started by identifying options which enabled our client to achieve their short-term business objectives by using their current CRM solution. This gave the business adequate time to implement a more strategic solution.
To design the way forward we worked with our client to map the customer journey across the organisation identifying inefficiencies and opportunities where customer experience can be improved thus mapping customer loyalty measurement improvement. This informed the design of a product specification, examining the market for suitable CRM partner for our client as well as possible architectures
The outcome
The business was provided with a CRM design with the versatility to adapt for changing business requirements, fulfill strategic customer service objectives, support the RFP process and help the business to select the most appropriate package. It also enables the CIO to refine the IT strategy roadmap linked to an ever-improving customer journey.
Where we started
Our client, a national provider of water and sewerage services in the UK identified an opportunity to leverage from performing necessary updates to their Customer Relationship Management System (CRM) to make a strategic change at the core of their business and vastly improve the customer experience.
The existing CRM solution was used to log all customer interactions, assign work to field staff, and monitor performance against business and regulatory targets. It also provided data for business management, performance information and reporting to Regulators as well as enabling the management of operational issues affecting our water and wastewater networks.
The Challenges
The services provided by our client are essential to households and businesses and could be impacted significantly by a number of factors including weather events locally and supply requests from developers. It was of the utmost importance to ensure the business was not exposed beyond the support contract with the existing CRM provider whilst designing and implementing a new solution It was necessary for the new solution to extend our client’s capabilities while ensuring the business operation is not diversely impacted.
What we did
We started by identifying options that enabled our client to achieve their short-term business objectives by using their current CRM solution. This gave the business adequate time to implement a more strategic solution.
To design the way forward we worked with our client to map the customer journey across the organisation identifying inefficiencies and opportunities where customer experience can be improved. This informed the design of a product specification, examining the market for a suitable CRM partner for our client as well as possible architectures.
The Outcome
The business was provided with a CRM design with the versatility to adapt to changing business requirements, fulfil strategic customer service objectives, support the RFP process and help the business to select the most appropriate package. It also enables the CIO to refine the IT strategy roadmap linked to an ever-improving customer journey.
Where we started
With the shape of the dairy industry set to change following the abolition of the EU milk quota in 2015, coupled with the greater use of technology, our client, a large milk processing company, wanted to enhance its customer and supplier experience.
The challenges
Our client’s organisation comprises of Dairy, Agri and Retail businesses each with different priorities and needs as well as diverse views with regards to the value, scope, functionality and the implementation timeline.
The incumbent IT product suppliers together with other external specialist suppliers were pushing their products as the best in class for our client’s business which added to the uncertainty. Our client just needed to know the tangible value of CRM for their individual businesses, how it will impact them and what product is most suited to them.
What we did
We started by carrying out a short study to validate the return on investment a CRM system would bring to the business. This followed by working closely with the business leaders to understand the impact of CRM on their business areas and to drive out future processes and business requirements as well as business interdependencies and timelines for implementation. This information became the input to the RFP process which we managed on behalf of our client through to final vendor and software selection.
The outcome
Our client has clarity on the approach to CRM implementation which maximises benefits, has chosen a CRM system that is confident will support their immediate and long term objectives for customer service and growth.
