Challenge
The customer had been working for an extended period to replace their CRM system, which was specifically developed for their internal call center handling new sales and customer service. Despite efforts from previously engaged consulting firms, the project had failed to reach completion.
Assignment
Action was taken to build and be part of a strong internal team with clearly defined roles in project management, system architecture, change management, and test management. This brought clarity to the project scope and current status, including how change requests were handled. With this approach, the customer gained the necessary capabilities to effectively manage an external vendor in the continued development of the CRM system.
Result
A new CRM system was successfully launched, offering more and better functionality than originally specified.