CASE STUDY - CRM Strategy for a Hardware & Software Services Company

Profile

• Major Hardware Distribution house and Consulting services provider
  
  
• Had grown by 30% over a two year period
  
  
• Facing new competitive challenges to open new channels to market.

Challenges

• Were looking to breakdown the silo’s of business units to enable improved customer attention
  
  
• Identified cross divisional communication as a new channel to market for all products and services
  
  
• Customer’s were looking for an improved customer service from the company
  
  
• The management team had already instigated a project to source a CRM package.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

Solution

• Reviewed their project objectives and work to date
  
  
• Identified the lack of strategic thinking behind the benefits sought and the approach to identifying a suitable solution
  
  
• Carried out a Benefits Management exercise with the board to identify the drivers for change, investment objectives, business benefits, business changes required from a people and process view, and identified the IT enablers required to facilitate the objectives
  
  
• Produced a benefits plan identifying the roadmap for achieving business objectives
  
  
• Delivered a structured Programme Plan for initiating the solution Design stage
  
  
• Assisted them in setting up the programme office
  
  
• Fulfilled the Programme Management roll for designing the business solution
  
  
• Created the business specification
  
  
• Carried our Vendor Selection
  
  
• Managed the commercial negotiations.

Benefits

• Reduced their project risk in procuring an inappropriate solution
  
  
• Put in placed a more structured Programme Management approach
  
  
• Identified business benefits achievable and designed the solution around these benefits
  
  
• Assisted in delivering the project and business objectives