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CLIENT CASE STUDY


Professional Services Firm: CRM Capabilities Deployment

A global provider of HR, benefits and related financial advisory services turned to Accenture for help in replacing its old CRM technology with a Salesforce.com software-as-a-service (Saas) solution.

Overview

Accenture worked with the company to deliver CRM capabilities for Marketing and Sales to over 4,000 users in 44 countries in eight months.

Opportunity
The client, a professional services company, was embarking on a campaign focused on driving new business and increasing their market share. To do this, it was more tightly integrating Sales and Marketing to optimize insights into potential opportunities at new and existing clients. This client's current CRM technology was soon to expire and required an upgrade if the product vendor was to continue to support their current version of Siebel. To support the business, the team agreed a more up to date technology was needed and needed quickly.

Solution

Accenture partnered with the company to deliver CRM capabilities for Marketing and Sales to over 4,000 users in 44 countries in eight months. The system was launched with integrations to Marketing Tools, Collaboration Tools, all key legacy systems, and financial systems. These integrations occurred at the onset of the pilot, minimizing business impact during the end to end migration to Salesforce.com.

The program also included a Change Management component that was flexible in supporting offices with hands-on resources to support classroom training sessions as well as offices with a more virtual approach leveraging Computer Based Training. Within the first months, the implementation surpassed adoption metric targets and defined the next set of releases for the client's Sales and Marketing teams.

Results
This initiative relied on Accenture assets to drive and support an aggressive delivery schedule. The Accenture SaaS Delivery Toolkit helped manage the global program, the Rapid Delivery Toolkit supported the accelerated deployment leveraging in-country resources, and Accenture's Adoption Framework helped develop a custom program for the client.

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