Our Approach We were brought in at a critical time to lead the programme through recovery and drive delivery to ensure it would meet the business requirements upon go-live and ensure the required quality and governance standards were addressed and adhered to moving forwards. We worked with the business leadership to address the challenges and resolve them step by step to get the programme back on track – We supported their decision and action to change delivery partners, where they negotiated with the supplier to terminate the contract and recover some of the costs We then conducted a thorough analysis of the business needs and the system requirements to ensure alignment to the vision and objectives whilst addressing changes required as well as identifying the gaps and the risks We lead the process to engage and onboard a new supplier who had a proven track record of delivering similar systems It became apparent that they needed an agile delivery model that involved frequent testing and feedback from the users and the stakeholders so we helped them implement this model We developed a recovery plan that outlined the scope, the timeline, the budget, and the benefits of the new system Ensuring regular communication and transparency with the stakeholders and the customers, to better manage their expectations and concerns through implementing a dedicated and robust change management workstream including other activities.
CRM Transformation: Navigating Change in a Global Airline
The Value Add and Outcomes The new system was successfully delivered within the revised budget and timeline, and met the quality standards and the user satisfaction criteria. The programme team, comprised of internal staff plus 2 Project One Consultants, received positive feedback from the stakeholders and the customers, who praised their resilience, professionalism, and innovation. The new system enabled the organisation to improve its efficiency, productivity, and customer service, and to achieve its strategic goals. We helped build the change and programme management capabilities of the internal colleagues involved and they learned valuable, real time lessons on how to manage complex, high-risk projects, and how to adapt to changing circumstances and expectations.
The Challenge A global airline group needed to transform it’s approach to CRM. They had an aging, disjointed stack of legacy systems that weren’t fit for purpose to deliver exceptional customer service. They were looking to implement a new CRM solution that could manage millions of interactions, giving their teams a 360-degree view of the customer, and help to create tailored offers and services. Two years into the programme they started to encounter challenges across delivery, change fatigue, supplier performance & management and people alignment. Something needed to change.
Faced with mounting delivery challenges, change fatigue, and misaligned systems, a global airline group’s ambitious CRM transformation programme was at risk of failure. With millions of customer interactions at stake, they needed urgent intervention to recover momentum, realign stakeholders, and deliver a solution that could truly elevate customer experience. That’s where we stepped in.
“Project One driving us forward getting ready for our Go-Live. It doesn’t go unnoticed and we’re all incredibly grateful for all of your help and support.” Head of Delivery
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real change • real difference
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