Premium UK Retail Group
Single Customer View Programme Turnaround
Challenge
Director of Data & Insight asked us to assess a hugely ambitious data warehousing & SCV programme being delivered by a well-known Big 5 consultancy firm, from a quality and cost view.
The project was a key enabler to driving personalised contacts across the group and involved bringing the data in-house from an external agency.
Previously a big name IT house had also failed in delivering the programme
Solution
6 week in depth assessment of each element of the programme highlighting numerous areas of concern
Programme finance forecast which showed major gaps and deficiencies.
The incumbent supplier as accountable for fixed price delivery but could not deliver within the parameters of the project – it was just unrealistic.
Programme restructure, replacing multiple key resources to upweight development and technical solution design and remove unnecessary consulting/leadership roles.
The programme was hugely complex and required the deployment senior experts in single customer view design and implementation as well as ML model automation and management.
Results
The group single customer view was deployed on time and only slightly over budget
The asset, linked to decisioning and campaign management technology provided a rich data layer for customer centric journey and interaction management
CVM People was retained to design and build the data management, campaign decisioning, and machine learning teams.
Once completed the joined up data and decisioning capability drove significant uplifts in offer acceptance and customer profitability.
