- Requirement development and gap analysis for aligning client organizations with a "Customer Centric" vision
- The definition of customer-oriented business models, processes, roles and KPIs
- Development of functional and technical requirements for the selection of a CRM solution
- Support in the design and development of CRM technical architecture
- Development of the CRM project implementation charter including implementation strategy, implementation plan, implementation organization and implementation budget.
- Support in the software selection and in the contracting phases
- Support throughout the implementation of the CRM project
Supported the client in the implementation of the 1st CRM function in the Tunisian Financial Services Sector. Our involvement covered the development of the Operating Model, the identification of the required functions and roles and the identification and selection of the required technology.
Establishment of a multi-service contact center (customer recruitment, after-sales services and collection) the first toll-free number in the local market. This solution enabled the client to differentiate itself from the competition.