CLIENT B
Overview
Background
Based in Northern Ireland our client is a national and international centre of education, with a reputation for excellence, innovation and regional engagement. It makes a major contribution to the economic, social and cultural development of its home country. Core business activities are teaching and learning, widening access to education, research, innovation and knowledge transfer.
The Problem
Our client have struggled to efficiently engage and convert potential customers in a competitive global higher education landscape. It was also perceived that the university, despite having a strong product, needed to work harder to attract customers due to the geographical location of the university. The core problem was a core lack of knowledge about the customer, due an absence of robust CRM capabilities. However, further to the technical challenges the fragmented nature of a higher educational establishment meant that significant cultural and political obstacles prevented the adoption of CRM.
The Opportunity
Creating a digital experience for both customers and consumers enables the educator client to:
Increase Sales
Improve Customer Relationships
Increase Quality
The Solution
After a failure to define and agree CRM requirements with a previous vendor, our client appointed Team6ix to discover and document requirements. This achieved the following:
Stakeholder agreement
Clear documented requirements
System dependencies
Risk mitigation
The University had a particularly challenging political landscape. Several stakeholders were believed to have different objectives and requirements. Previous attempts to establish the project had failed and core issues remained. Key to the project success was sensitivity with key stakeholders
The Results
Over 20 stakeholder interviews
Over 200 requirements
36 systems reduced to 14
Agreement and approval at Project Board level
If you would like to understand more about this case study, or how Team 6ix can help you, please contact us at - hello@team6ix.com.