TECHNOLOGY SYSTEM REPLACEMENT

A New Zealand Energy Provider

Overview
Replacement of the main telephony system, implementation of a Microsoft Dynamics CRM 2016 platform integrated with the main billing system. The project delivered an integrated way to identify customers at initial point of contact and to pop the relevant customer record on screen for contact centre agents to engage with the customer. The knowledge management component was integrated into the CRM, with contextual articles displaying in the CRM to guide agents in their interactions with customers.

Role
Lead business analyst across the entire programme of work, driving an agile approach to solution delivery and providing opportunities for up-skilling and coaching of other business analysts who were working on the project.

My Key Deliverables

• Business analysis training and coaching
• Business analysis plan
• Business, functional and non-functional requirements (captured as user stories - 388 in total)
• Current state analysis
• Data mapping (CRM and billing system)
• Entity relationship diagram (CRM and billing system)
• Migration plan (knowledge base)
• Requirements management
• Routing rules analysis
• Solution wireframes
• Stakeholder communication plan
• Stakeholder map
• Test cases
• Use case diagrams and interaction flows

Value Delivered

• Successful implementation of Microsoft Dynamics CRM 2016
• Integration with the billing system
• Migration of the knowledge base
• Context-driven knowledge "pops" within the CRM
• 40% improvement in access to customer information
• 30% improvement in service delivery to customers