Initial Situation
A local supplier of energy required more recognition as a partner in supporting the efforts of citizens, local authorities and companies to develop a decentralized and autonomous energy supply.
Solution
- Engaged to develop a call center strategy and facilitated CRM related workshops
- Gathered business requirements and defined future process design for the new customer care center and sales force automation
- Redesigned business processes, extracting functionality from the processes and representing it using the Cambridge Functionality Matrix
- Scoped and developed SQL scripts for customizations
Results
Successful implementation of the customer care center and sales force automation.
