CRM & ERP Deployment

What was the Challenge? ​

The client was a renowned public sector organisation who was embarking on their Digital Transformation journey. Their initial aspiration was to develop greater customer-focused capabilities allowing them to interact on different levels through a multitude of channels. Additionally, they wanted to address the issue of silos across business departments and teams. At the outset, there was very limited integration between teams and limited process automation.

• Some of the fundamental challenges faced;

• No existing solution in place so a completely new way of working needed introducing;

• Limited project capabilities;

• Aging infrastructure with limited opportunity to optimise;

• No sight of end-to-end business processes;

• Deep silos across the business with limited co-operation between departments;

• A wide range of services offered; And

• A wide demographic of customers.

What did the Crown Consulting Group do?

We found the first key to success was addressing the cultural issues in the business by looking at some high-level end-to-end processes. This re-work delivered immediate benefit to the business and touched multiple departments. This helped us to break down the silos that existed between these departments and engage them effectively when considering the new initiatives.

We engaged with multiple partners and facilitated a full procurement process using the Crown Commercial Services framework. This allowed us to efficiently identify partners that would meet the client’s requirements and compliment their objectives for the future. Following this, we worked collaboratively with the client through the full project life cycle to deliver a complete CRM solution.

Following this initial delivery, we assisted the client and the existing CRM partner through the initial phases of a complete ERP solution delivery. The core element here was ensuring the front and back-end solutions would work in unison and help eradicate dual keying exercises.

Key to both our successful deliveries was introducing the client to the Agile project delivery methodology, this allowed them to deliver individual components at pace and quickly address any functional issues.

Some of our key points included;

• Identifying key end-to-end business processes that could deliver maximum output for minimal input;

• These processes became the first processes introduced to the new solution;

• Resilient infrastructure put in place to support objectives and offer future-proofing based on the company strategy;

• Business stakeholders became champions across the business which helped address the cultural issues;

• Complete CRM and ERP solution delivery; And

• Full Agile methodology introduction.

What was the Outcome?

The key outcome was the complete delivery of a front-end CRM solution and back-end ERP solution. We worked collaboratively with both the client and partner to ensure both these solutions ran on resilient infrastructure that would support the business in delivering their strategic goals.

Additionally, we introduced Agile project management that allowed the client to deliver at pace and adopt a continuous improvement ethos.

Some key success factors included;

• Reduced business silo mentality;

• Optimised cross-departmental processes;

• Educated the client enabling them to continually develop and deploy functionality at pace;

• Delivery of complete CRM and ERP functionality;

• Provided a future-proofed infrastructure to optimise investment and support future development; And

• Realised multiple savings across the business from improved process efficiency, solution removal, and centralisation.