At the very start of the project we met with HRM to discuss objectives, and their version of the process and decision path, as well as identify potential or absolute road blocks.
After this, the high level project goals were defined as:
- Protect existing customisations that were key to business processes
- Automate new customer growth processes
The most complex of these automations involved the identification of customer organisations on HRM’s database and their allocation to consultants for customer growth, facilitating contact on a weekly basis. This automation had a number of key variables:
- Firstly, the allocated companies naturally had to be relevant to consultant, depending on their selection area and region.
- Secondly, the system had to identify if the consultant had worked with that company within a defined previous period. HRM wanted consultants to receive a mixture of relationship levels (i.e. current customers, prior customers and prospects).
- Finally, the system of distribution had to recognise consultant work level need. Was the consultant busy with live assignments or in need of new work?
The allocated companies were spun into a hotlist so that the consultant had instant access to all the relevant data, without having to do any manual searching. Not only does this help them to achieve their goal, but their consultants can be confident the data they’re using is correct.