01
StrategySystemsTransformation
150,000+locations
National-scale digital banking transformation
150,000+ locations · national banking network
Open case studyCase study · 10 / 18Systems · Transformation · Strategy
Enterprise CRM & customer-operations transformation
300-seatdelivery centre
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The challenge
A major financial-services environment required replacement of a legacy CRM platform with a modern enterprise platform and integrated customer-service capability spanning retail, marketing, investment and private banking.
02
The mandate
Lead programme management for CRM replacement, CTI integration and customer-service transformation across multiple business lines and geographies.
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What was done
Led programme management involving CRM replacement, CTI integration, customer service, retail, marketing, investment / private banking functions and data environments. Established onsite / offshore delivery and a 300-seat offshore delivery centre.
Key complexities
- 01Multiple business lines with distinct operating models
- 02Onsite / offshore delivery and cultural change
- 03Data, integration and legacy system dependencies
- 04Contract, vendor and delivery structuring
04
Outcome
Supported the transition to a modern CRM and customer-service architecture while managing significant stakeholder, delivery and cultural change.
Disciplines engaged
SystemsTransformationProgramme governanceVendor structure
05
Insight
Replacing a CRM is easy. Replacing the operating habits that grew around the old CRM is the transformation.
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