The CAMMI Framework and Diagnostic solutions work for companies in many industries and of all sizes. The common denominator is that each company was looking to improve revenue. Some started by looking to replace their technology and improved their customer strategy as part of the implementation process. Other companies started by looking to improve their processes. Here are a few past projects that our members completed with their clients. This is just a sample of a few projects that have been completed so far.
This case study is reposted from the Demand Chain Systems (DCS) website.
With over 200,000 employees and hundreds of offices throughout the U.S., Wells Fargo Home Mortgage has become the nation's top residential lender.
Sometimes it's hard for a company this big to move fast, but speed was exactly what Wells Fargo needed when it decided to implement a new CRM system in the summer of 2010.
At the time, the company had over 11,000 customer service agents using ACT! The application was loaded individually on the agents' desktops and supported by a team of specialists in Minneapolis and Des Moines. A planned company-wide migration to a centralized Microsoft Exchange Server platform in early 2011 meant the ACT! system would have to be replaced, since integration between ACT! and the new Microsoft platform was inadequate, especially when it came to integrating with Outlook, which all 11,000 agents used.
Obviously, selecting a new application platform for 11,000 users would be a major project. Requirements definition, vendor evaluation, testing and piloting, vendor selection, development and implementation for some companies, this can all take years. That was a luxury Wells Fargo couldn't afford.
Luckily, Demand Chain Systems knows how to shave weeks, even months, off the process. DCS partners with CAMMI Logic, the leader in customer capability modeling, and licenses the firm's unique CRM Diagnostic and Deployment Framework. The CRM Diagnostic is an online assessment tool which quickly and efficiently collects input from multiple internal stakeholders; identifies and aligns teams on what to fix first and why; and leads to an actionable roadmap for moving forward.
Demand Chain Systems (DCS) completed a project to help a Minnesota based global manufacturing company replace an outdated CRM solution.
DCS was selected to get various sales teams aligned on their capabilities so they could come to a common understanding and approach for the selection and implementation of new CRM solution. Many company team members in various divisions and roles completed the diagnostic. The results were compiled within days and two facilitation sessions were completed with the client team to deliver the results and create a maturity baseline for the organization.
The project resulted in a common understanding of the organization’s capability maturity by division and a roadmap for CRM deployment consistent with their maturity. The clear understanding and roadmap allowed the steering committee to gain approval for the selection and implementation of the new CRM solution. The company selected Salesforce.com as their CRM solution for these divisions.
While executing a market expansion growth strategy, this company needed a complete approach to rethinking their market facing capabilities. In addition, they needed to define a technology framework which would support both current and future needs. The leadership team utilized the Growth Diagnostic to baseline their organization’s maturity and perception of market facing potential. During the initiative, the organization’s priorities for growth became clear to the team and technology priorities were well defined. Ultimately, the leadership team gained consensus on many critical points and moved forward with a growth plan. The model and framework is used as and ongoing reference tool and continues to drive incremental value.
In an effort to maintain the mindshare of independent distributors this company was looking to deploy a new selling approach, and support it with CRM technology. They had many decisions to make in a fairly short period of time and were struggling to establish agreed upon priorities. The partner leveraged the CAMMI Diagnostic to gather the feedback from the various internal team members and provided the results back to the Leadership Team. They leveraged the insight to determine the best approach for implementing the new sales approach in the company’s CRM solution. The organization successfully deployed the business and technology changes and continued to use the framework for planning and benchmarking, ultimately expanding its use internationally.