Challenge
The customer had invested in a new CRM system (Salesforce) and implemented it. However, the system was neither stable nor fast enough, resulting in a poor user experience. This was also partly used as an excuse by the sales team to avoid fully utilizing the system.
Assignment
By establishing organizational governance (DevOps), the customer was able to more quickly and easily address bugs, identify simple improvements, and work long-term on enhancing the system’s functionality. With this foundation in place, we began collecting and prioritizing improvement suggestions.
Result
Clear governance and prioritization were communicated to the company, including through monthly updates to all users. This gave both teams the necessary space and focus to systematically improve the user experience. As a result, system usage and value increased within just three months.