CRM Implementation & Programme Management for Climate Solutions Company

The Challenge

Lack of an independent, trusted advisor, to support the delivery of a third-party CRM Supplier.
No consistent delivery methodology meant delayed deliverables with unstructured feedback.
Resource constraints put higher risks on priority activities and resources being unallocated due to a lack of a resource plan.
Aggressive project demands from the business made this engagement critical.

Team Profile & Methodology

A seasoned CRM Implementation Consultant was deployed to lead the delivery.
The Implementation Consultant ensured that the governance and delivery frameworks were adhered to.
Worked closely with the client and the CRM Supplier to ensure expectations were understood and delivered successfully.

Delivery Approach

Adopted a hybrid methodology to ensure structure, flexibility and responsiveness met the client’s needs.
The resource supported the governance arrangements by implementing Steering Committee Meetings, Project Dashboards, and Risk Management reports.
Ensured delivery progress was measured, tracked and reported.

Added Value Delivered

Detailed Implementation, Go-Live, and Post-Go Live Plan with full governance processes.
Implemented new CRM System within 12-weeks of kick-off.
Up-skilled all resources within the contact-centre department.
The hybrid approach allowed for structure and flexibility in handling changes during delivery.

The Result

CRM Implementation Consultant delivered a new state-of-the-art CRM system across an entire organisation in 12-weeks.
Ensured all KPIs were met by CRM Supplier, such as on-time delivery and budget adherence.
Led Board Meetings and Steering Committees that allowed the Business and IT to understand each other’s priorities and be on the same page with regards to project priorities.

Want to discuss how FPB Consulting can support you with your project's? Please reach out to us here and we can schedule a chat to see how best FPB can meet your requirements.