Challenge

• Our clients Group Commercial team wanted to simplify and upgrade their campaign tool capability in most markets they operate.
• CVM and Digital worked in silos and data was often disparate that led to inconsistent customer experiences per channel.
• Different markets with different technology stacks was inefficient and a convergence roadmap was required.

Solution

• CVM People built a small project team (project manager, solution architect, business lead, business analysts) .
• Designed and delivered an RFI across 20 vendors with 6 lead markets to build out a set of critical future use cases.
• Ran the selection process to reduce vendors to 4 for RFP.
• Designed a future architecture for each vendor and a market roadmap.
• Assessed each of the final 4 vendors through a Proof of Concept to test each vendor against each use case.
• Built the business case and supported the client’s procurement team through negotiation process.

Results

• Successfully aligned all markets on the same vision and transition path
• 2 markets have started deploying the solution and 3 other markets will start implementation in the next 6 months.
• Removal of CVM and Digital silos with one solution covering: Call Centre, Web, App, eMail, CRM, SMS, personalised pricing, NBA.
• CVM People continue to support the client with change programmes across CVM and Digital organisations.