CRM – Single client view

Client situation

Traditional bank with paper operations and long term behind market standard customer service decided to improve the situation via implementing oCRM – Operational CRM focused on optimizing back office processes as well as providing 360 degree customer view as a base for providing better service. Significant program running for 1.5 years (2+ to go) lacking ownership, deliverables and defined timelines.

Approach

Situation and timelines got not transparent for the client and unclear on which deliverables is vendor working on. Additional challenge was brought by cultural differences, having program management from America, vendor from middle east in local Asian bank. Consultants were contracted to help with setup of the governance, and support with task force delivery of 2 out of 4 biggest streams (Branch and Corporate):

  • Engagement started with detailed review of the program situation, governance, productive resource operations followed by in depth review with senior management on priorities & technological options
  • Separate sub-team reviewed technical deliverables including business requirements & test cases
  • Help people with cultural differences to allow more open and efficient cooperation
  • Convince the teams on the ground and enforce new normal

Benefit

  • Strategy restart, business priorities outlined with senior management, 6-12 months slippage reduction
  • Introduction of program governance including but not limited to monthly SteerCo with sponsors, change board (formal scope management), weekly reporting and RAID management
  • Review and definition of functional design and risk based testing
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