Stabilizing CRM systems operations (DAX listed enterprise)
Establishing a control centre for monitoring and steering all sales and service applications from a business process perspective to achieve incident-free CRM systems operations in close collaboration with the involved business functions
01
The challenge
- CRM system incidents every 5 days on average with operational impact on sales, customer services and marketing
- existing IT service KPIs achieved
- time to repair too long
- insufficient communication on incidents towards other business functions and board members
02
The approach
- creating IT employees’ understanding of the significance of IT stability through communication and by including IT stability in personal targets
- changing operations monitoring from a systems view to a business process view
- establishing a control centre for monitoring CRM systems operations plus regular communication towards business functions and board members
- implementing means for early warning and detection of evolving incidents
- joint IT capacity planning alongside expected volumes in cooperation with business functions
- defining and implementing key performance indicators which measure the business impact of IT incidents on business operations, in close cooperation with the other business functions
- systematically improving IT change, incident and problem management
- integrating operations requirements into the design and development of the CRM applications
03
The result
- reduction of business relevant incidents within 12 months to 20%, and 10% of the original volume within 24 months
- control centre function established and implemented for all, not only the CRM IT applications
- contribution of operational business functions to ensuring stabile CRM application operations established