Uncover the
UpCRM 4D Service Methodology

which focuses both on customer experience & CRM employee adoption

Uncover the
UpCRM 4D Service Methodology

which focuses both on customer experience & CRM employee adoption

DISCOVER

Define the expected outcomes of the CRM project

Objectives

  • CRM project Implementation Strategy Definition,
  • CRM processes Definition, including operational, reporting and monitoring tasks,
  • Operational requirements and constraints Gathering.

Stakeholders

  • Senior Management,
  • Sales & Marketing,
  • Operational Key Users.

Activities

  • Get a synthetic organization’s view & validate the whole approach with key stakeholders,
  • On site workshops to prioritize collected features, high level processes, main use cases, review processes & features definition,
  • Validation meeting to present consolidated scope to main stakeholders and gather comments & amendments.

Deliverables

  • Global scope,
  • Accurate view of all processes,
  • Implementation plan vision,
  • Main project KPIs.

DISCOVER

Define the expected outcomes of the CRM project

Objectives

  • CRM project Implementation Strategy Definition,
  • CRM processes Definition, including operational, reporting and monitoring tasks,
  • Operational requirements and constraints Gathering.



Stakeholders

  • Senior Management,
  • Sales & Marketing,
  • Operational Key Users.

Activities

  • Get a synthetic organization’s view & validate the whole approach with key stakeholders,
  • On site workshops to prioritize collected features, high level processes, main use cases, review processes & features definition,
  • Validation meeting to present consolidated scope to main stakeholders and gather comments & amendments.

Deliverables

  • Global scope,
  • Accurate view of all processes,
  • Implementation plan vision,
  • Main project KPIs.

DESIGN

Specify features to be implemented

Objectives

  • Definition of all functional requirements and flows,
  • Definition of Technical Architecture,
  • Definition of Application integration Interfaces,
  • Definition of Data migration Strategy.

Stakeholders

  • Senior Management,
  • CIO & IT,
  • Managers,
  • Operational key users,
  • Application Management.

Activities

  • Workshop sessions to identify business objects & use cases, required Salesforce extensions, external system integration and data migration,
  • IT Architecture meetings,
  • Meetings with application managers,
  • First release plan validation meeting.

Deliverables

  • Functional Design,
  • Technical Design,
  • Application Integration,
  • Data Migration Strategy,
  • Blue Print Validation.

Specify features to be implemented

DESIGN

Objectives

  • Definition of all functional requirements and flows,
  • Definition of Technical Architecture,
  • Definition of Application integration Interfaces,
  • Definition of Data migration Strategy.


Stakeholders

  • Senior Management,
  • CIO & IT,
  • Managers,
  • Operational key users,
  • Application Management.

Activities

  • Workshop sessions to identify business objects & use cases, required Salesforce extensions, external system integration and data migration,
  • IT Architecture meetings,
  • Meetings with application managers,
  • First release plan validation meeting.

Deliverables

  • Functional Design,
  • Technical Design,
  • Application Integration,
  • Data Migration Strategy,
  • Blue Print Validation.

DELIVER

Implement & Deploy the solution through an iterative process

Objectives

  • Workshops preparation and execution,
  • Salesforce configuration and developments,
  • Application Interfaces and Data Migration,
  • Reporting & Dashboarding,
  • Security Model implementation,
  • Tests,
  • Validation.

Stakeholders

  • Management teams,
  • IT Teams,
  • Key Users.

Activities

Each “Release” will be delivered using the following work pattern:

  • Review of blue print design,
  • Implementation workshops preparation and execution,
  • Mock-ups preparation,
  • Object configuration & Specific developments (if required),
  • Reports & Dashboard,
  • Data Migration & System Integration (if required),
  • Unit and Integration Tests & User Acceptance,
  • Training material preparation & user documentation,
  • Technical Handover and Technical Documentation,
  • Go Live.

Deliverables

  • Solution Deployment & Data Migration,
  • Acceptance Testing & Solution Go-Live,
  • Training material setup & Technical handover.

DELIVER

Implement & Deploy the solution through an iterative process

Objectives

  • Workshops preparation and execution,
  • Salesforce configuration and developments,
  • Application Interfaces and Data Migration,
  • Reporting & Dashboarding,
  • Security Model implementation,
  • Tests,
  • Validation.

Stakeholders

  • Management teams,
  • IT Teams,
  • Key Users.

Deliverables

  • Solution Deployment & Data Migration,
  • Acceptance Testing & Solution Go-Live,
  • Training material setup & Technical handover.

Activities

Each “Release” will be delivered using the following work pattern:

  • Review of blue print design,
  • Implementation workshops preparation and execution,
  • Mock-ups preparation,
  • Object configuration & Specific developments (if required),
  • Reports & Dashboard,
  • Data Migration & System Integration (if required),
  • Unit and Integration Tests & User Acceptance,
  • Training material preparation & user documentation,
  • Technical Handover and Technical Documentation,
  • Go Live.

DELIVER

Implement & Deploy the solution through an iterative process

Objectives

  • Workshops preparation and execution,
  • Salesforce configuration and developments,
  • Application Interfaces and Data Migration,
  • Reporting & Dashboarding,
  • Security Model implementation,
  • Tests,
  • Validation.




Stakeholders

  • Management teams,
  • IT Teams,
  • Key Users.

Activities

Each “Release” will be delivered using the following work pattern:

  • Review of blue print design,
  • Implementation workshops preparation and execution,
  • Mock-ups preparation,
  • Object configuration & Specific developments (if required),
  • Reports & Dashboard,
  • Data Migration & System Integration (if required),
  • Unit and Integration Tests & User Acceptance,
  • Training material preparation & user documentation,
  • Technical Handover and Technical Documentation,
  • Go Live.

Deliverables

  • Solution Deployment & Data Migration,
  • Acceptance Testing & Solution Go-Live,
  • Training material setup & Technical handover.

DRIVE

Ensure Better Adoption

Objectives

The Drive Phase aims to manage transition to the new solution, through observation, communication, training & recognition.

We advise to run this program over the course of a year.

Stakeholders

  • Key Users,
  • Management & Senior Management,
  • Human Resources.

Activities

Sessions are held to bring a successful conclusion; from intensive work and support efforts during the first month to follow-up tasks. The involvement of Support & Drive Teams will depend on the elaborated strategy.

  • Launch phase; to ensure company objectives are clearly understood by team leadership and all users (first 4 Weeks),
  • Active CRM usage; ensuring skills development & alignment to company objectives (3 months),
  • Confident usage; new usages are generating results (2 months),
  • Proficiency and Advocacy; promoting new levels of usage (6 months).

Deliverables

  • Training & communication material,
  • KPI monitoring reports & Dashboard (SF),
  • Team or individual Coaching & Support.

DRIVE

Ensure Better Adoption

Objectives

The Drive Phase aims to manage transition to the new solution, through observation, communication, training & recognition.

We advise to run this program over the course of a year.

Stakeholders

  • Key Users,
  • Management & Senior Management,
  • Human Resources.

Deliverables

  • Training & communication material,
  • KPI monitoring reports & Dashboard (SF),
  • Team or individual Coaching & Support.

Activities

Sessions are held to bring a successful conclusion; from intensive work and support efforts during the first month to follow-up tasks. The involvement of Support & Drive Teams will depend on the elaborated strategy.

  • Launch phase; to ensure company objectives are clearly understood by team leadership and all users (first 4 Weeks),
  • Active CRM usage; ensuring skills development & alignment to company objectives (3 months),
  • Confident usage; new usages are generating results (2 months),
  • Proficiency and Advocacy; promoting new levels of usage (6 months).

Ensure Better Adoption

DRIVE

Objectives

The Drive Phase aims to manage transition to the new solution, through observation, communication, training & recognition.

We advise to run this program over the course of a year.





Stakeholders

  • Key Users,
  • Management & Senior Management,
  • Human Resources.

Activities

Sessions are held to bring a successful conclusion; from intensive work and support efforts during the first month to follow-up tasks. The involvement of Support & Drive Teams will depend on the elaborated strategy.

  • Launch phase; to ensure company objectives are clearly understood by team leadership and all users (first 4 Weeks),
  • Active CRM usage; ensuring skills development & alignment to company objectives (3 months),
  • Confident usage; new usages are generating results (2 months),
  • Proficiency and Advocacy; promoting new levels of usage (6 months).

Deliverables

  • Training & communication material,
  • KPI monitoring reports & Dashboard (SF),
  • Team or individual Coaching & Support.

Let’s engage

Let’s engage

Let’s engage