Project Managment of CRM roll out for Skills South East
Skills South East is a publicly funded organisation providing a skills brokerage & advice service to employers in the South East. At the time Oval Frog worked with Skills South East the South East England Development Agency (SEEDA) were the public body responsible for funding their activity.
SEEDA also funded the Business Link service in the South East & managed delivery contracts in each county across the region.
Each delivery partner, including Skills South East, had their own Client Relationship Management (CRM) system which they used to manage the interactions with existing customers, promote their services to new customers & report contractual outputs to SEEDA.
Oval Frog was brought in to work with Skills South East following SEEDA’s announcement that they would be introducing a Regional CRM which would replace all local CRM’s, including Skills South East’s.
Oval Frog managed every stage of the project by using proven techniques including PRINCE II, from the initial requirements gathering sessions through to data migration, implementation & training for 150 users.
Once the requirements were gathered and agreed, Oval Frog worked with the company responsible for designing the new CRM & played a key role in the User Acceptance Testing (UAT) to ensure that Skills South East would have access to a CRM that met & exceeded their expectations as well as having all the functionality of their local CRM.
Following UAT, Skills South East’s existing data was migrated into the new database & de-duplicated against the records of the other Business Links data which required very complex code & close monitoring & testing.
Once live, a training plan was implemented for the 150 staff, including remote workers over a 3 week period & this was achieved through classroom training, one to ones, webinars & setting up a team of super users to deal with first line support.
Moving from a locally managed CRM to accessing a stakeholder system was a real culture change for Skills South East & Oval Frog managed the change process internally to ensure users were fully committed to the concept.
