Recover over-customized CRM design
1. Background/ Challenges:
Network solution provider amidst gap analysis; replacing manual process with ‘out of box’ CRM tool covering Campaign to Cash workflow
Challenges:
Missing links: Requirements focused on individual functions, missing linkage to business events, work flow, user roles and benefit realization parameters
Customization focus: Gap analysis recommended development, in the absence of how individual functions worked collaboratively with other essential business functions
No user participation Although users were engaged while gathering requirements, there were no iterative requirement playback sessions to demonstrate a 'solution' feel to the build
2. Approach
Desired solution had to use gathered requirements, gaps and issues to arrive at a set of requirements for play back to business
Quick Build Scenarios: captured 'campaign to cash' events across business- IT landscape clarifying key business events supported by the first of many phased deployments
Early User Acceptance: Scenarios played back to users comprised of references to previously captured requirements, screen mock up using standard screens, along with proposals of how standard features could be configured. There was early acceptance to the mock up solution from Business.
IT Clarity: The business scenarios, screen mockups, and traceability to a refined set of requirements, enabled the tool vendor, global supplier and client architecture teams relate to business goals and CRM tool capability
The solution provided a set of business scenarios that captured the essence of campaign to cash process. The scenarios also became a common reference point for both business and IT.
Business Scenarios enabled swift solution proposals and 'what if' scenarios, ensuring linkage to business processes, requirements, screens, interfaces, actors and user profiles;
In transforming manual process to automation, some changes were required to existing business processes; additional workflows also had to be created. Through a repeated process of consultation and playback with business, IT architecture, SMEs and various groups, it was possible to progress business focused CRM solution3. Deployment and Results:
Visual Design: and navigable process model, based on best practices made it easier to present facts, elicit feedback and get clarification
Screen by Screen : narrative helped customer, IT and vendors to collaboratively improve the solution
Traceability
Complete traceability was maintained to manual practices and earlier requirements gathered
