Overview
The client, a mid-sized insurance provider, faced limitations with their legacy CRM systems, hindering growth and engagement. They aimed to transition to a SaaS-based CRM but needed guidance to navigate the complex vendor landscape and implementation decisions.
Business Challenge
The insurance company struggled with outdated CRM systems that limited their operational efficiency and customer engagement. The legacy systems were not scalable and lacked the flexibility needed to support the company's growth ambitions. The client needed to select the right SaaS-based CRM vendor from a crowded market, navigate complex licensing agreements, and manage the implementation process. They required a partner who could provide clear, objective guidance and help them avoid costly missteps.
Project Objective
Our objective was to empower the client with the insights needed to make informed decisions about CRM vendor selection and implementation. We aimed to provide:
- Objective guidance built on extensive experience with CRM selection and implementation.
- A vendor-agnostic stance to ensure recommendations were not incentive-based.
- A tailored process that aligned with the client's internal capacity, culture, and capabilities.
- Practical answers to critical questions about implementation, risk management, and cost avoidance
Our goal was to help the client navigate the complexities of the vendor landscape, evaluate architectural and contractual terms, and support them throughout the decision-making and implementation process
Results
Our consultative approach led to smarter decisions and tangible savings for the client. We helped them avoid over-licensing, eliminate unnecessary technology, negotiate better contractual terms, and shift to a hybrid implementation model. This resulted in a 20% reduction in vendor costs and increased confidence in their chosen partners.
