CRM customization requirements for market entry

PowerCo., a multinational energy provider, is expanding its solar panel business to Finland. The company is partnering with two local companies for telesales and product installations. Hence, PowerCo. seeks to customize the Microsoft CRM for the Finnish market. SCG’s agile workforce conducted key interviews with responsible stakeholders to define customization requirements for Microsoft CRM of PowerCo. Finland.

The key questions addressed in the project:

Q1. What are the activities and data points needed by the stakeholders in the sales process?

Q2. What are the key processes that will involve the usage of Microsoft CRM?

PowerCo. seeks to customize the Microsoft CRM to implement the tool in Finland. The project helped PowerCo. map the Finland sales process and define the requirements needed for the Microsoft CRM customization.

SCG conducted a time-boxed, client-focused sprint to produce tangible results that enabled faster decision-making and progress on the topic. The project consisted of 3 phases:

• Research of current sales process: Conduct key interviews with responsible stakeholders and analyze the sales process.
• Create the CRM customization requirements: Map the sales data points with the corresponding Microsoft CRM fields to customize the system for the Finnish market.
• Improve together with clients: Provide improvements to the CRM environment with clients.

Phase 1: Research of current sales process in Finland

To map the sales process for the Finnish market, SCG first conducted research in phase 1 by interviewing responsible stakeholders, extracting high-level sales stages and identifying the data points needed for each stage. Outcomes of phase 1 included:

• A high-level mapping of the Finnish sales process from Lead-to-Order.
• A data-flow document in which all the important data points in each sales stage are documented.

Phase 2: Create the Microsoft CRM customization requirements

SCG team organized the data collected from the stakeholder interviews to replicate the Microsoft CRM environment. The outcomes of phase 2 were:

• A high-level layout of the CRM environment, including a plan for automation at certain stages to accelerate the sales process from lead-to-order.

• A list of customization requirements for the Microsoft CRM, which was transferred to backlog items in the Microsoft CRM development software.

  

Phase 3: Improve together with clients

In the final phase, SCG worked closely with the clients to ensure that the customization requirements were presented in the piloted CRM environment. SCG and the client implemented an agile working method to ensure that the questions were answered. The outcome of the project was a pilot version of the customized CRM environment.