Phase II of the initiative was to include an upgrade of the CRM system and enhancement of the account management module. Client was hesitant to start Phase II because of low adoption of Phase I, and wanted a third party evaluation before moving forward.

Tactics

• Shut down Phase II upgrade in order to improve Phase I adoption
  
• Developed new training materials and prepared training sessions for end users
  
• Formed an end user committee to provide feedback to IT and executives 
  
• Reconfigured the data model to support new functionality
  
• Tested live data and stressed upload and download times
  
• Developed a new security model to ensure that data seen was specific to that user
  
• Equipped each end user with a standard machine to support application in addition to remote capability

Ongoing

• Created Competency Center to ensure that all future upgrades and IT changes were communicated properly to end users
• Executive committee and end user committee worked on quarterly basis to discuss enhancements and issues
• Formed a dedicated help line for CRM requirements

Achievements

• Increased usage from 15% to +80% usage within a two-month period
  
• Successfully deployed corporate wide
  
• Projected savings of $1 million within the first year