Business transformation management

Challenge

The large mobile operator was implementing a Siebel CRM system and required structured business transformation management within the project. The organization needed a Business Transformation Office (BTO) lead responsible for overseeing the BTO team, reporting progress, ensuring successful delivery of the implementation from a business perspective, managing fulfillment of business requirements, validating the solution, supporting organizational rollout, and monitoring implementation outcomes.

Solution

We acted as the leader of the Business Transformation Office (BTO) in the Siebel CRM implementation project. We supervised the BTO team and reported progress. We ensured successful implementation by managing business requirements, validating the solution through testing, supporting organizational rollout (training, support, communication), and monitoring KPI performance.

• BTO leadership: management of the Business Transformation Office and team
• Requirements management: ensuring CRM met business requirements
• Solution validation: execution of business acceptance testing
• Organizational rollout: training, support, communication, and KPI monitoring

We ensured successful delivery of the BTO scope by managing business requirements fulfillment within the CRM system, validating the delivered solution through acceptance testing, supporting organizational rollout through training, post-go-live support, and communication, and monitoring implementation outcomes via KPIs.

Results

Professional BTO-led transformation management enabled the operator to successfully implement the Siebel CRM system from a business perspective.

The comprehensive approach covering requirements, testing, training, and KPI monitoring ensured the achievement of project business objectives.