CRM - Solution Identification and Implementation A large national company was seeking a CRM solution to improve its customer interactions across multiple channels, reduce the cost of these interactions, and improve overall customer satisfaction.
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Results After an extensive round of management interviews; multiple facilitated sessions of cross-functional management and customer contact personnel; and observing countless customer interactions, OBSI, functioning in a PMO/Project Management role:
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Developed an RFP featuring a comprehensive set of business and technical requirements for the replacement billing system and CRM solution |
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Designed the evaluation methodology and led the cross-functional management team through the selection process |
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Worked with the client’s CIO and cross functional team and vendors to leverage “out of the box” capabilities and develop innovative customizations, many of which have been adopted by the vendors |
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Designed and launched an Enterprise Business Process Management program to ensure that business processes were optimized prior to their implementation in the new technology environment |
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The selected CRM Solution was successfully deployed across 32 sites (including 15 major contact centers) with over 14,000 agents |
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Customer Experience and CSR productivity both improved, and the number of desktop applications was reduced from 11 to 4 |
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