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DATA

A voyage to uncharted CRM waters

Change management unlocks new value.

Client Objective

Sailing the winds of change. After a SaaS client was acquired by a fortune 200 company, they found themselves in new waters. A model shift. A new focus. The client now needed to change their direct B2C business model to a modern B2C & B2B product focus. That meant they needed a modern CRM to take on this new direction, but they weren’t sure which way to head.

Unique Challenge

Inefficiency overboard. What do you do with a heavily customized CRM that lacks governance and limits your ability to scale? The team was already overloaded with a data model that spanned across multiple systems. They were relying on manual spreadsheets to achieve 100% data accuracy. They were worried about additional tech debt but needed a partner to help them scale up/down to modernize their platforms to drive their business outcomes.

Bespoke Solution

All hands on deck. Unify developed a phased approach with business outcomes at the center. By focusing on change management from the beginning, the Unify team identified a pilot group and then executed the migration. They scaled the remaining regions while taking on support and maintenance deliverables to keep the current ways of working uninterrupted. In parallel, another Unify team consolidated the parent & acquisition groups’ partner portals to bring consistency to their partner selling model & unlock new revenue opportunities. A third Unify team drove new mobile capabilities and worked with field agents to increase customer satisfaction.

Proven Impact

Treasured new business capabilities. Out with the old. In with the new. And in with increased efficiency, employee satisfaction, and customer retention. The team was now empowered with a global 360-degree view of their customer journey. With processes automated and applications optimized, their operational efficiency increased. They were now ready for market business expansion with reduced risk. Oh, and that technical debt they were struggling with? That went bon voyage too.

 

To learn more about Unify’s proven impact and custom solutions, contact us today.

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