Our customer was growing fast and recognised a need to improve their business processes to scale and to accommodate their evolving business model.

THE CHALLENGE

Our customer sells software subscriptions to their worldwide customer-base. With their continued growth and the need to solve increasingly complex challenges for their customers, the team recognised the need to review processes and business intelligence capabilities in the context of strategic objectives, review their CRM tooling and processes improve the insight they have on their business through improving reporting tools.

THE SOLUTION

Our team engaged with stakeholders across the business, mapped all business processes in an activity model and highlighted processes improvement opportunities. Together, we prioritised gaps, proposed improvements and assessed the impact of change on the organisation – on people, processes and technology. Once priorities were agreed, we proposed detailed changes and ran procurement processes for investments in tooling.

THE LUNATION TEAM RESPONSIBILITIES

Drafted requirements and prepared a request for proposal

Gap analysis on current (and missing) processes, their outcomes and opportunities to improve

Gathered stakeholder requirements and built personas

Managing vendors and partners and their responses to requirements

Defined actionable dashboards and indicators

Prepared a selection criteria matrix of functional and non-functional requirements (enabled comparison)

Worked with stakeholders and agreed a common definition of the customer

Providing regular reports and project status updates

Recommended next steps and defined a project plan

Built a business-wide Activity Model

Modelled the customer on-boarding process, proposed new processes and changes to existing processes

Our consultancy role was high impact and very broad in scope. It required a genuine mixture of analysis, commercial, operational and technical skills with proactive stakeholder engagement.

  • ENGAGEMENT PERIOD: 10 CONSULTANT DAYS
  • ENGAGEMENT TYPE: FIXED-TERM