Product Management in a CRM Project
Challenge
The customer undertook a major business transformation, renewing all business processes, customer journeys, and several internal technical systems and tools for the staff as well as a new customer portal. The project was executed as a multi-vendor network with multiple sub-projects, one of which was the CRM project, with dependencies on others. The CRM project was divided into several areas, each managed by an Epic Owner responsible for leading, defining business requirements, and supporting design, implementation, integrations and testing.
Customer
Financial group
How did we help?
Product management in the Epic Owner role
Defining business requirements and user stories
Leading own Epic areas and managing the backlog
Supporting the definition of end-to-end business processes
Ensuring usability
Supporting design, implementation, integrations and testing
Solution
Digital Rebel supported the customer in leading and defining the desired CRM tool solution while ensuring an understanding of end-to-end business processes and the seamless use of various tools at different process stages. In addition to defining requirements, Digital Rebel managed its own Epic areas, ensuring they met both end-user and business needs while remaining feasible for implementation. Digital Rebel also supported multiple stakeholders and different phases of the project, including design, implementation, integration, and testing.
Furthermore, at the program level, Digital Rebel assisted the customer in managing dependencies, defining business objectives and metrics, mapping customer journeys, and fostering a customer-centric culture.
The customer undertook a major business and system transformation aimed at achieving business benefits, improving the customer experience, and renewing operating models and culture.
Jenni Saarenpää/CEO
jenni@digitalrebel.fi
+358 45 868 4790
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