Streamlining Lead-to-Cash Processes through CRM Transformation
CRM Tool Study for Needs Assessment and Vendor Selection in utility commodity supply company
Our client, an innovative utility commodity supply company in the B2B segment, recognized the challenges posed by a fragmented IT landscape, characterized by disparate tools and manual processes in lead-to-contract and contract-to-cash workflows. In a strategic move to overcome these challenges and to achieve their planned expansion, the company initiated a CRM Tool Study. The primary goal was to implement a Customer Relationship Management (CRM) solution that would integrate seamlessly with existing applications, ensuring aligned processes and unified data management.
Objectives
Define process mappings and requirements
- Draft full process mappings of the client’s current processes and IT landscape, pinpointing pain points and inefficiencies.
- Define and articulate specific requirements and expectations for a CRM solution that harmonizes with the broader IT architecture and processes resulting in TO BE process maps.
Identify CRM solutions
- Identify and evaluate CRM vendors by considering their market position, functionalities, autonomous management, and ability to seamlessly integrate with diverse applications across the IT landscape.
- Conduct demonstrations of potential CRM solutions and collect feedback to assess user-friendliness and alignment with organizational needs.
Selection and project definition
- Select a vendor and implementation partner capable of delivering a solution that enhances the current processes and complements the existing application ecosystem.
- Obtain information regarding the overall project expenses, throughput time, and licensing costs.
Methodology
- Facilitated workshops to conduct an in-depth analysis of current processes.
- Delivered detailed functionalities for the entire lead-to-cash process, including integration requirements, current existence levels, MoSCoW identifiers, and assigned weights.
- Invited CRM application vendors for a workshop to clarify the current processes (AS IS) and the required functionalities.
- In collaboration with an implementation partner, the CRM vendor conducted hands-on and tailored demonstrations, allowing key users to interact with potential solutions and assess the user experience.
- Continuously gathered feedback from stakeholders to evaluate the general feeling, alignment with overarching organizational goals and the ease of integration.
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- Enabled decision making: Objectively evaluated each vendor based on functionalities, integration capabilities, scalability, and cost.
Results
Our deliverables encompassed detailed AS IS and TO BE process maps with an outline of requirements and expectations for the CRM solution, emphasizing the need for seamless integration with the existing IT landscape.
Each partner submitted a project budget along with a high-level roadmap. We thoroughly assessed diverse propositions and crafted a decision matrix to assist our client in reaching an informed decision. Our evaluation took into account potential challenges associated with each CRM solution, including implementation and license costs, compliance with requested functionalities, and the ability to integrate.
The CRM Tool Study undertaken by our client addresses the imperative to streamline lead-to-cash processes within the context of a fragmented IT landscape and willingness to grow. By recognizing and mitigating the challenges posed by disparate tools and manual processes, the company is strategically positioned to enhance efficiency and achieve greater alignment across its applications and data workflows.
“We provide the analysis and expertise for informed decisions and seamless CRM integration.”
irex Consulting played a pivotal role in conducting and overseeing all workshops, ensuring thorough documentation of processes and functionalities. Serving as the intermediary between suppliers, we provided all necessary insights into processes and requirements. Our role extended to scrutinizing proposals, acting as challengers to ensure completeness and accuracy of the proposition. Ultimately, our objective was to equip the customer with the information needed to make an informed decision, culminating in our own well-supported recommendation.
