Roadside Assistance
Improve Customer Data Management and Executive Reporting Capability
Challenge
- Our Roadside Assistance client was going through a huge change programme, implementing new front end CRM tools and a new marketing automation capability.
- The Data Warehouse and the Exec Reporting functionality had to be significantly improved in phase 1 of the programme.
- A mix of consulting and recruitment was needed and CVM People appointed.
Solution
- We helped to define the operating model for the data and insight team and placed the first few permanent team members.
- We were subsequently asked if we could help them with the data project and we built a bespoke project team that could flex to the needs of the project.
- The solution needed everything from Programme Director through to Interim head of departments, architects and coders.
- The client now benefit from a flexible project delivery solution plus they have access to CVM consultants to help shape each phase of the three year programme
Results
- The data warehouse is now stable. The team can cope comfortably with changes coming from the new CRM systems.
- The Exec level reporting is being delivered via Looker and the plans for increasing the personalised marketing capability is underway using Pega.
- We have provided numerous permanent recruitment placements at the same time as managing the change programme.
