ARCHIVED CASE STUDY 4
Benchmarking Best Practices for Large Scale CRM Implementation

The Situation
A large telecommunications provider was preparing a CRM initiative that would encompass all of their varied product and service lines.

The Challenge
The company’s technology leaders were concerned that no firm had successfully completed a CRM project on the same scale and size as theirs. They wanted concrete examples of firms that had been successful in very large scale CRM efforts, and the names of the consulting and technology firms that led these projects.

The Objective
Business Intelligence Solutions (BIS) was engaged to identify and speak with the top providers of consulting and technology services regarding their largest CRM projects, and then to conduct a benchmarking and best practices study to present the findings.

Resolution
BIS interviewed more than a dozen consulting and technology services firms that had managed CRM projects equal to or larger in scope than the telecommunications provider project, as well as a number of these firms’ clients. BIS then developed a report of best practices and lessons learned, and presented these findings to the telecommunications provider’s executives and stakeholders to help guide their CRM vendor selection and implementation process.

< Previous | Case Study Archive List | Next >

What's the Right Solution for You?
Contact Business Intelligence Solutions president and founder, Sharon Botwinik to explore a regulatory, technology-related, or competitive issue that your company is facing. We welcome the opportunity to recommend an approach that's right for you.