I was brought in to recover a CRM implementation programme that had been in delivery for 12 months but was running significantly over budget and was six months behind schedule. This project was crucial, as it involved meeting regulatory requirements tied to business operations. The multiple workstreams—spanning billing, contact center upgrades and separation, and regulatory integration—needed to be delivered within tight deadlines to avoid severe consequences, including regulatory fines and restrictions on trading in a newly formed market.

After successfully recovering the programme, I was entrusted with the management of three additional workstreams: the Customer-facing Portal (which integrated with the CRM), a Make a Payment eBilling solution, and a Pricing Tool (for internal use and customer-facing quote generation). All three workstreams were delivered concurrently, on time and within budget. Below are the key achievements and the steps taken to ensure successful delivery.

Key Achievements

1. Full Programme Review: Identifying the Root Causes of Issues

Upon assuming responsibility for the programme, I immediately conducted a comprehensive review of the existing solution, vendor relationships, resource allocation, and the overall delivery process. This review enabled me to identify the root causes of the delays and budget overruns, including poor vendor performance, misaligned resource allocation, and a lack of clear prioritization.

This deep dive helped reset expectations and enabled me to put corrective actions in place to get the programme back on track.

2. Prioritising Regulatory Needs Over User Requirements

Given the urgent need to meet regulatory deadlines and avoid penalties, I worked with the Programme Board to re-prioritize the project’s requirements. Together, we decided to focus on regulatory needs rather than user demands, ensuring that the critical elements of the project that were essential for compliance took precedence.

This strategic shift allowed us to focus on the most important deliverables, ensuring that we met legal and operational requirements first, while less critical user features were scheduled for later phases.

3. Re-Structuring the Delivery Team and Switching to Agile

To improve the speed and flexibility of the project, I restructured the delivery team and transitioned the programme from a Waterfall to an Agile approach. This involved:

• Introducing a SCRUM Master: A dedicated SCRUM Master was brought in to lead Agile processes and facilitate sprints.
• Hiring a Business Analyst: A Business Analyst was appointed to ensure that business requirements were clearly captured and communicated.
• Electing a Product Owner: A Product Owner was selected to work closely with stakeholders and ensure that priorities remained aligned with the overall business goals.

This shift in methodology allowed us to adapt to changing requirements more effectively and meet the aggressive timelines required for regulatory compliance.

4. Successful Integration with 27 Legacy Systems

A key component of the CRM implementation involved the migration and integration of data from 27 legacy systems into the new platform. I led this effort, ensuring that all data was seamlessly transferred without impacting the day-to-day operations of the business. The integration allowed for improved data flow and consistency across the new system, facilitating better decision-making and customer service.

5. Data Cleansing and Customer Journey Mapping

The success of the CRM programme also relied on data cleansing activities to ensure that the data being migrated was accurate, up-to-date, and free from redundancies. I coordinated extensive data cleansing efforts and also led customer journey mapping exercises to ensure that the new CRM system would enhance the customer experience by aligning with the real-world interactions customers had with the business.

These activities were crucial in improving data quality and ensuring that the CRM would serve both operational and strategic needs moving forward.

6. Managing Budget and Securing Additional Funds

As part of the programme recovery, I conducted a thorough budget review and worked through the appropriate channels to secure additional funds. This was done by submitting a well-documented case through the change management process, which helped to secure the necessary financial resources to complete the programme.

By aligning the financial plan with realistic goals and deliverables, I ensured that the project could be completed without further budgetary overruns.

7. Mitigating Stakeholder Engagement Issues with a New Approach

Stakeholder engagement was a significant challenge due to misaligned expectations and communication gaps. To mitigate this, I introduced a new approach, including the formation of a Working Group composed of subject matter experts (SMEs) empowered by the Programme Board to make key decisions. This not only sped up decision-making but also allowed for more direct and transparent communication between stakeholders.

This approach improved the speed of resolution for blockers and ensured that stakeholders were more engaged and supportive of the project’s direction.

8. Ensuring Future-Proof Solutions for Industry and Data Regulations

Throughout the implementation of the CRM programme, we ensured that the solution and delivery were future-proof, capable of accommodating upcoming changes in both Industry Regulations (OpenWater) and Data Regulations (GDPR). By building in flexibility and ensuring compliance from the start, the system was able to adapt to future regulatory changes without requiring major overhauls.

This foresight helped avoid costly revisions down the road and positioned the company to stay ahead of evolving legal and regulatory landscapes.

Conclusion

Recovering and delivering the CRM implementation programme was a complex and demanding task, but one that resulted in significant business and operational benefits. By conducting a full review, reprioritizing key deliverables based on regulatory needs, restructuring the delivery team, and switching to Agile, I was able to bring the project back on track and avoid severe regulatory consequences.

Following this, the successful management of additional workstreams—such as the Customer Portal, Make a Payment eBilling solution, and Pricing Tool—demonstrated my ability to manage multiple concurrent projects effectively. The programme not only met its deadlines but also provided a flexible and future-proof solution that positioned the business for continued compliance and growth.