Our Experience
Business Process
Legacy CRM Migration
#solution portfolio #change #positioning #maximisingeffectiveness #GTMstrategy
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Challenge
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Operational challenges caused by acquisition strategy and lack of shared service infrastructure.
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Pressure to migrate from legacy systems and Excel-based processes to a cloud-based CRM platform.
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Project inertia due to decentralised processes, inadequate strategic planning, and lack of defined leadership.
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Stress, anxiety, and over-worked teams lacking direction and practical experience causing conflict.​
Approach
The initial discovery process focused on revisiting the "why" and "how" of migration to cement true purpose and strategic objectives. Several areas demanded attention including:
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Project management and communication
Process mapping and journeys
Adoption, training, and skills
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Disjointed processes mapped and workshopped to allow individual voices to be heard and capture best practices and concerns.
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Customer research explored specific requirements and service optimisation and reporting improvements.
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Positively challenging the business supported differentiation between resistance to change and experience-led concerns to improve personal identification with change efforts.
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Collaboration with CRM implementation partner aligned internal output with technical implementation planning.
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Impact
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Experienced Project Manager recruited to implement structure and governance.
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Alignment of CRM champions to each functional area to leverage in-house experience and knowledge.
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New communications plan created and service descriptions enhanced to bring deliverables in-line with new technology capabilities.
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Greater C-level appreciation of the depth of engagement and sponsorship needed to drive success and negate the impact of delegation to a small team with existing day jobs.
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Revised roadmaps created to support well-planned change over time to better serve business goals.
Service Improvement
#serviceportfolio #optimisation #change #connectedprocesses #collaboration
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Challenge
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Legacy service portfolio suffering from a lack of innovation, inconsistent deliverables, and an excess of customised services resulting in outdated service management practices, SLA penalties, poor customer satisfaction, and delivery overwhelming service staff.
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Sticking plasters losing adhesive and employee stress and anxiety exacerbated by piling new business on top of a weakened foundation.
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Poor cross-functional collaboration and team conflict.
Approach
Following a human-centric approach, key engagement areas identified included:
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Service portfolio descriptions and deliverables
Customer satisfaction
Lifecycle service processes
Commercials
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In-depth service portfolio review followed by one-to-ones to bring entire teams together.
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Expanding on symptomatic frustrations to delve deeper into human and organisational causes to identify Ieadership team itself overwhelm and misalignment to growth vision.
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​Visualising problems and involving all voices across the sales and service lifecycle.
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Market research to benchmark current and future services with the competition and key trends.
Impact
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Empathetic strategy crafted to empower staff to contribute ideas and be part of the solution.
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Strategy included dedicated owners, sales and service champions, process and journey mapping, and additional market research to stimulate ideas for new services and existing service improvement.
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Customer data and live case management insights incorporated to evidence planning gaps.
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Implementation of stronger service management practices through skills gap analysis and supporting training plans,.
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Content and collateral produced to support training, marketing, and customer clarity.
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Customer and employee confidence boosted based on a clear path for short and long term success.
Whatever your challenge, at Phronesis, we take the time to understand how your strategy affects business and operational processes to develop a compelling program of action to help you achieve your change and transformation goals.