VR
CRM vision and automation – manual work reduced by 1000 workdays per year
VR was looking to increase efficiency in customer service through automation. Our main goal was to improve customer experience and to create sales-oriented customer service. Together with VR, we concluded it was necessary first to run an architecture analysis, renew the CRM vision based on the analysis, and finally implement the vision through a growth sprint phase.
We started by analysing the current state and role of CRM and its architecture in VR’s B2C and B2B customer interface. This allowed us to identify its bottlenecks and opportunities. We conducted stakeholder interviews and joint CRM vision development through workshops, after which we defined concrete steps and a backlog to achieve the compounded vision.
With the newly defined vision and roadmap, we progressed into a sprint-based development phase to efficiently implement continuous CRM improvements. The sprint approach enabled a short lead time from a business requirement to changes in business processes. As a result, the CRM was migrated to a new customer service UI with improved user experience and efficiency.