Salesforce.com Implementation

CUSTOMER RELATIONSHIPS ARE KING

Helping a large enterprise change its global customer relationship management (CRM) system takes… well, good customer relationship management.

The project here was to lead the selection and implementation of a robust, global CRM solution and train people to use it worldwide.

The company that hired us is a leading provider of modular solutions for enterprise software development across global locations, platforms and methodologies. More than 15,000 organizations around the world, including 96 of the Fortune 100, rely on this company’s application lifecycle management solutions and software change expertise.

Problem #1: Getting our arms around the problem

With 29 offices in 14 countries, and hundreds of stakeholders involved, the project was huge in scope. It had the potential to become a complex, navigational nightmare.

To get started, we developed a detailed project plan with frequent checkpoints. Team members were held accountable for completing tasks on time. We also opened multiple lines of communication and delivered ongoing progress reports to keep people engaged and the project on track.

Problem #2: People had other problems

In addition to our project work, team members had the daily problems and duties of their “day jobs” to deal with. Coordinating and leading the project team through design, testing and training was difficult.

It took a firm hand to get tasks completed and guide the project forward. To keep things moving, we set up a 24/7 “war room” to address and quickly resolve pressing issues that arose. When needed, we got out the whip (or carrot) to motivate team members.

As momentum built, we led the client through a software evaluation and selection process that included project and resource planning, process/system documentation, vendor analysis, software selection, data conversion, go-live coordination, post-launch support and training.

The client followed our recommendation and selected a SalesForce.com (SFDC) CRM solution. We managed the design and implementation of SFDC throughout our client’s entire enterprise.

The project was completed on time and the company now has a new CRM system in place. They also have a new appreciation for good customer relationship management.

Result: Another happy customer.