Challenge
The customer had implemented a new CRM system and wanted to integrate support for the complaints process, which was previously handled by a custom-built SharePoint system. The objective was to centralize all customer interactions in the CRM so that sales representatives could view all touchpoints and interactions with each customer.
Assignment
By benchmarking and demonstrating how other customers had structured their CRM systems, we aligned internally on the right way forward. Through process mapping, requirements specification, and leading and prioritizing the development team’s work, we were able to establish momentum, solid progress and implementation.
Result
The integration of the complaints process into the CRM improved transparency for the sales team and allowed the entire company to track the status of complaints, understand the estimated time remaining to solve a complaints, and see planned actions. This led to stronger customer relationships.