Context
Industrial engineering is a very competitive market. Every client interaction counts and having an efficient CRM system is not just beneficial—it’s essential. When a client approached us with the challenge of complex and fragmented CRM processes scattered across multiple lines of business and several Salesforce Orgs, I knew we had an opportunity to make a real impact on their business. They needed a cohesive, streamlined system that would not only unify their various business units but also enhance their operational efficiency.
How I helped
As the Business Lead on this project, I took a hands-on approach to the challenges. From the beginning, my focus was on guiding them through a comprehensive discovery and harmonisation process. Together with my team, we conducted a thorough evaluation of their existing ways of working and CRM systems—unearthing the pain points and identifying areas for improvement.
One of the key steps was to design an optimised target process framework. This wasn’t just about creating a plan on paper; it was about envisioning a unified CRM framework that could seamlessly integrate the diverse practices of four distinct business units. I worked closely with the client to ensure that this model wasn’t just theoretical but was actionable and aligned with their long-term goals.
The approach:
- Discovery Assessment: Thorough evaluation of the client’s current CRM processes and systems.
- Target Process Framework: Designing a unified CRM framework that integrates various operational practices into one cohesive model.
- Roadmap Development: Creating a structured plan for implementation, outlining key milestones and deliverables.
- Organisational Implications: Assessing the impact of the new CRM model on the client’s organizational structure and processes.
Our collaboration didn’t stop at planning. I led the charge in crafting a detailed implementation roadmap, outlining every milestone and deliverable to ensure we stayed on track. We started greenfield with Salesforce and used Salesforce’s multi-cloud suite, including Sales Cloud, Marketing Cloud, Service Cloud, and Experience Cloud, to build a solution that truly catered to the client’s needs.
Results
Seeing the project come to fruition was incredibly rewarding. The harmonised CRM model we implemented didn’t just meet the client’s expectations—it exceeded them. The new system dramatically improved their operational efficiency, cutting down redundancies and streamlining processes across the board.
But what I’m most proud of is the impact on the customer experience. The consistency and quality of service across all touchpoints saw a noticeable improvement, which in turn, strengthened their client relationships.
Lessons learned
This project not only enhanced the client’s CRM capabilities but also provided valuable lessons in managing complex system integrations and process harmonisation.
This project was a journey of learning and growth, not just for the client but for me as well. It underscored the importance of a thorough discovery phase—taking the time to truly understand the intricacies of the existing systems. I also learned how vital it is to keep communication channels open with all stakeholders; their insights were invaluable in shaping a solution that was both practical and innovative
Looking back, this experience reinforced my belief in the power of flexibility. Being open to adjustments along the way ensured that the implementation was smooth and ultimately successful. This project reminded me why I love what I do—helping clients transform their business and seeing the tangible benefits of our collaboration.