deploying customer relationship management (crm ... · to ensure the crm procurement aligned with...
TRANSCRIPT
Public sector entities operate in a challenging climate. Legacy IT infrastructure and organizational silos constrain an agency’s ability to enable high-quality service delivery to key stakeholder groups. Implementing a cloud-based CRM solution drives end-to-end process improvements and facilitates the real-time collection of crucial customer insights. Has your agency considered leveraging an integrated CRM solution?
© 2018 Reveille Group, LLC
Deploying Customer Relationship Management (CRM) Technology to Support Program Growth
Government
The increased popularity and expansion of our client’s flagship program presented a unique set of challenges. In addition to a lack of accessible and accurate customer data, many program processes such as class registration, reporting, and resource management were executed via a combination of manual data entry, legacy systems, and human capital processes. The current state systems and processes were no longer capable of e�ectively supporting the management of key program activities, and IT modernization e�orts were necessary to lead the program into the future. Reveille Group’s challenges were to provide the technical expertise and skillsets required to manage a comprehensive Customer Relationship Management (CRM) platform from identification through implementation, while driving program growth and executing strategic objectives.
CLIENT CHALLENGELeveraging a cloud-based CRM solution can do more than create e�ciency; it can catalyze growth while fundamentally changing the way an organization operates and engages.
CLIENT INDUSTRY
OUR SOLUTIONAs part of Reveille Group’s CRM development and integration e�orts, our team first defined the core business functions of operations, outcomes assessment, and customer outreach. Our team was responsible for delivering the support required for client leadership to select, procure, and implement the cloud-based CRM solution of choice.
Purchased CRM software licenses for
pilot program
01 02Rolled out pilot CRM environment,
processes, and workflows to external pilot sites and users
Initiated data migrationfrom legacy systems
03Announced CRM Kick-O�to program stakeholders
04
© 2018 Reveille Group, LLC
Created CRM environment for system testing
Conducted quality control testing and CIO security evaluation
Developed Standard Operating Procedures (SOPs) and coordinated user training schedule
OUR APPROACH
Conducted user training
Obtained security approval from CIO
Introduced pilot users to basic CRM functionality
Uploaded core records to CRM system
Prioritized data based on reporting requirements and feasibility assessment
Backfilled remaining information after completion of core record upload
Pushed CRM instance into production environment after successful pilot evaluation period
Stood down and archived legacy systems for historical purposes
Performed additional data migration and integration work
OUR GOALS
Improve service delivery
Increase programparticipation
Upgrade IT Systems
Develop outcome assessment system
and process to track outcome metrics
ENHANCED USEREXPERIENCECreated a centralized registration process optimized to meet the needs of various program participant types
COMMUNITYCREATIONDeveloped an online community to streamline access to key program information and resources
SEAMLESSCOLLABORATIONLeveraged CRM platform tools to facilitate collaboration between internal and external stakeholders
OURIMPACT
Reveille Group, LLC www.reveille-group.com | 1875 K Street NW Suite 400, Washington, DC 20006 | (202) 505-5322
REALIZED BENEFITS AND COST SAVINGSTo ensure the CRM procurement aligned with strategic goals and objectives, our team developed a comprehensive cost/benefit analysis along with market research. The operational value of an integrated system is showcased below.
Pre-CRM System Infrastructure Post-CRM Integrated System Infrastructure
Individual System
BusinessFunction
SharePoint
• Housed training data at class level rather than participant level• Constant developer customization required for enhancements and troubleshooting
Excel
• Exports from SharePoint were used to develop Excel-based projections, actuals, and trends analysis
Email Box
• Helpdesk functions were handled through email box management and phone calls across team• Customer account engagement tracked via emails
Shared Drive • Document files were also stored on shared drive
SharePoint/Qualtrics
• Surveys were conducted in separate software and outputs pushed to Excel for analysis
DataCollection& Analysis
SurveyDevelopment
HelpDesk
CustomerEngagement
Salesforce.com Platform
Cohesive TableauAnalysis module
Integrated Qualtrics module linked to Tableau
Transparent ticketingfunction and status tracking
Organized customer profiles and engagement history