TECHNOLOGY IMPLEMENTATION

A New Zealand Home Builder

Overview
A new Microsoft CRM implementation, to provide centralised visibility of customer interactions and records for the home builder. I was involved toward the end of the engagement, with my scope being to understand the solution and the underlying processes in order to develop and deliver training for all franchisees across New Zealand. 

The concept of a CRM was new to many of the franchisees, so a major challenge was communicating the base concepts before training users in the CRM functionality.

Role
Participated as the lead for the training on the solution. Some of my activities included gathering of information from the consultants working on solution configuration, liaison with the business to understand and document the lead generation and sales fulfilment process, the creation of the training collateral and facilitating training sessions for franchises across New Zealand.

My Key Deliverables

• End-to-end process map
• Quick reference guides for major features and functionality
• Trainer's instruction sheet
• Training plan
• Training poster

Value Delivered

• Successful adoption of Microsoft CRM
• All franchisees across New Zealand trained on the new process and the use of the system
• Supporting collateral was provided to users as reference for using the system
• The supporting collateral that was developed was adopted as the official system documentation for the solution