Leading Retailer Turns to Eventus Contact Center Consultants for Major Cloud CRM Initiative
DENVER CO — In the Age of the Customer, consumers increasingly expect retailers to provide a seamless experience across both physical stores and digital channels. When one of the world’s leading retailers realized a home-grown legacy CRM system was keeping it from optimizing how it engaged with its customers, it needed a partner to implement a new cloud-based CRM system. Eventus delivered this complex project on time for holiday season, on budget and with no change requests.
The company had selected Oracle Service Cloud to replace a custom legacy CRM application used by one of their divisions. The company’s corporate IT department had a pre-defined methodology for the project to follow, but they did not have the necessary Oracle Service Cloud application expertise to successfully define requirements and implement the solution. Based on a successful project Eventus had completed with Oracle elsewhere, Oracle recommended Eventus for this project.
Due to the company’s size and complexity, there were several teams across the enterprise that were stakeholders on the project including IT, a divisional business unit, an outsourced contact center vendor, store management and a variety of corporate functions including Legal, Marketing, eCommerce and Vendor Management. Eventus contact center consulting experts identified and worked with all these groups in developing business and technical requirements for the project to ensure stakeholder alignment.
The Eventus project lead worked with the corporate IT project manager to create a custom project plan and timeline for the CRM implementation and deployment. The plan included phases for Analysis, Design, Construction, Training, Cutover and Post-Cutover Support.
Eventus has a proprietary implementation methodology called STORM that combines agile and waterfall principals to optimize deployment of cloud-based applications. Given corporate IT had its own preferred methodology, Eventus worked with them to meet their methodology requirements while leveraging best practices from STORM such as Agile development practices.
Eventus engineers and architects then worked with corporate IT to create an architectural design that would meet the company’s business requirements, system integration needs, system security policies and technology architecture requirements. Scope of the customer engagement solution included agent desktop, customer portal, web self-service, knowledgebase, reporting and analytics, data integrations, web application integration and omnichannel capabilities.
Leaders of the Eventus implementation team facilitated workshops with business and technical stakeholders to guide best practices design and configuration for an optimized agent experience. The Eventus engineering team also developed custom web service integrations and custom web portals for store managers and vendors to view and update service request tasks. In addition, Eventus customized CRM reports to enable management visibility into key KPI indicators to streamline operations.
The Eventus team then worked with the company’s business team, the outsourced contact center vendor team and an external training vendor to document processes, training guides and a phased roll-out plan. The system went live on time in less then eight months, in time to support the holiday shopping season. Eventus delivered the project on budget and without any change requests. The Oracle Service Cloud application now integrates real-time with several client systems and supports over 1,000 agents, corporate staff and thousands of store managers.
“This project is a great example of how our Plan-Build-Manage implementation framework creates synergies for our clients,” said Craig Tobin, Eventus Managing Director. “Now that the first phase is live, Eventus is building out additional functionality for our client while also delivering production support via our managed services team.”
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations.