CRM in the Energy sector for Atos
The Situation
While managing the CRM practice for Atos we were successful in being appointed to implement a CRM system for a very large, world wide, energy company.
The Task
The project involved firstly educating the client in the wide range of capabilities of a CRM system, establishing the priority requirements, designing a solution which met the requirements within an agreed budget, then delivering and supporting the solution to a large set of users world wide.
The Action / Approach
The client was headquartered in Paris so it was necessary to establish a project team there, with good links to both the UK and the USA. The initial team I created was made up of staff from France, UK, USA, Canada, Australia and Mexico. Through a series of presentations and functionality workshops a set of key stakeholders was established who understood CRM and the key functionality needed. A Discovery phase produced a set of agreed priority requirements.
For the Deliver phase it was necessary to create development teams in Paris, the UK and the USA and prepare staff to implement the new service at world wide locations.
It was also necessary to create an Application Support capability able to support the service for a large, multi-national user base.
The Result
The initial phase of the new service was delivered on time and within budget to 8000 users in over 80 countries.
The required Application Support team was recruited and trained in the new service and based out of the UK, India and Spain.
As result of this initial success, further development phases of the service were commissioned. The Application Support team formed the basis for a new Atos CRM support service for clients world wide.
