The client is a security and document management business service provider that operates internationally. A new CRM system is being implemented in phases throughout the company and one particular department, which was initially left out of the implementation plans, now needs to catch up.

Client's Challenge

The Major Accounts department handles large corporate clients and operates slightly differently from the rest of the business, specifically in the way that it manages its customers and conducts billing. The challenges the client faces include:

• Current process for customer service and billing are not documented
• The CRM implementation team is unsure how the system set-up should be adjusted to accommodate the Major Accounts department
• Employees are stressed out, currently using 3 systems and other spreadsheets for tracking various customer data resulting in many billing errors
• Inconsistencies in billing add to the workload since a lot of manual rework needs to be done as well as complaint calls from customers need to be dealt with

StraNexus' Approach
The approach was to:

• Understanding the current state of business processes
• Identifying areas of improvement
• Facilitating brainstorming workshops with employees to come up with more efficient and effective future state processes
• A list of quick win solutions was developed throughout the project, leading to speedy fixes of billing issues

Results

• Reduce billing cycle time
• Reduce new client set up time
• Improve billing process due to elimination of duplicate and inconsistent invoices
• Enhance customer service through improvements to customer information accessibility
• Better understand departmental operations for managerial and training purposes through access of documented current and future state process

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