Background – Six Different CRM Systems
ITDirections was engaged by a very large ($4B revenue and 7,000 team members) global health distribution and services company. The company is composed of three unique business units with 15 distribution centers. The Client was very reliant on their current CRM system, although it was cumbersome to use because it consisted of six disparate tools requiring users to log in and out of different systems with separate user interfaces. They engaged ITDirections to select a new CRM system.
The Challenge – Minimal Payback on a CRM Replacement
After reviewing the project goals and developing estimates, we concluded that a CRM replacement would be a very large and expensive effort. Unfortunately, there wasn’t a reasonable ROI because the legacy systems met the majority of their needs.
ITDirections worked with the Client to look at the broader picture in order to get to the root of the problem. Based on our feedback, the Client adjusted the scope and objectives to not assume a new CRM system was the solution. The real problem was not the tools themselves, but rather the disparate nature of having to interact with six different systems.
The Solution – Don’t Assume a New System is the Answer
Through our initial analysis and visioning process, the team concluded that a more cost effective, expeditious solution would be to implement a Sharepoint front-end so that customers and sales people could interact with all six tools concurrently as if they were in one system. In the end they were delighted that they’d hired a consultant and not a contractor to lead the project. A contractor would have delivered on their request to replace the current system. As consultants, we first made sure that it’s the right thing to do, before charging forward.
The Results – Quick and Inexpensive Solution
The front-end system was implemented in a fraction of the time of a CRM replacement and at minimal added cost. The Client was very happy that they were able to meet their goals and objectives quickly and inexpensively.