Case Study: Microsoft CRM Dynamics

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Context

The technical implementation of an organisation-wide technology solution is only as successful as the adoption of the technology.

The successful implementation of Microsoft CRM Dynamics provides access to the right data, at the right time from an easily accessible platform. It also provides access to analytically qualified cross-sell and up-sell leads and opportunities to be actioned by the client facing channels. In addition it supports client retention and strategic drivers such as client centricity, rationalisation, and revenue growth.

Change management can assist organisations in driving the awareness, acceptance, adoption and sustainability of technology implementations.

Snap Stats

Impact Users: 16,000 employees
Roll-out Duration: 4 years
Change Management Duration: 3 years
Size of Change: Large scale
Change Management Resourcing: Executive Change Consultant, Business Change Managers, Client L&D Teams, Client BAs, Client CRM Change Managers, Client Marketing & Communications teams, Graphic Designer

The Results

Retail & Business Banking go-live readiness: 97%
Active system utilisation: 87%
Post go-live adoption: 100%
Contact Centre cases per month: 411% increase
Contacted sales leads per month: 101% increase

The Approach

The Triple A model was used to create awareness, acceptance and adoption of the change. This was achieved through:

Executive engagement
Building awareness
Equipping leaders as leaders of change
Change management for:
- Integrated structure and roles
- Finance system and processes
- Changes to the payroll system
- Changes to operational processes
- Change of the corporate brand
- Retention of key talent
- Customer and supplier satisfaction
- Revised performance contracts

Lessons from the Frontline

Important to establish a structured change management model to effectively manage and cascade the change
Lessons learnt to be applied for each phased roll-out
Minimum IT requirements need to be audited upfront and a task team put in place to update business apps that are not supported by for e.g. Windows or browser
Measure utilisation and adoption month-on-month to pick up and address variances quickly

Testimonial

My experience of ChangeFolio has been extremely positive and can highly recommend the team for engagement in change management. Top of mind is the professionalism, outstanding quality of work, delivery on time and budget, innovative thinking and flexibility when required to customise approaches and the excellent stakeholder management and communication internally during the programme. The ChangeFolio team have been ambassadors for our brand.

– Programme Director