Implementation of CRM System

Summary

A regional health insurance carrier was implementing a service cloud solution that provided member-centric views, case management functionality and streamlined workflows for customer service agents.

Our Role

Supplied an implementation lead to conduct a gap analysis, revamp the overall project plan, and oversee multiple cross-functional teams.

Results

• •Conducted a project health assessment and gap analysis to restructure the project plan and kick-off multiple risk mitigations.

• Enterprise project alignment, environment management, and code migration coordination.

• Designed and executed stress tests of the end-to-end solution.

• Designed and executed time comparisons of current and future-state processes as part of an operational readiness assessment.

• Led the Command Center and designed the overall reporting metrics and issue resolution processes during go-live.

• Oversaw multiple project tracks including quality assurance, acceptance testing, environment management, operational readiness, and the command center.

Sample Deliverables