A major utilities company in Arizona faced a challenge to update its Customer Relationship Management (CRM) system to improve its level of customer satisfaction and its delivery of quality products and services. The technology the IT department used to support its CRM system was outdated and needed a new platform to accommodate to future customer needs – the most challenging undertaking in the organization’s history.

Understanding the impact of systems changes, training end-users, coordinating work efforts between internal and external resources, and managing the risk to the overall business and its ability to meet customer needs demanded a focused effort from the IT team.

Internally, there were gaps in business rules, documentation was inconsistent, and communication between IT and the business was difficult. The team faced issues such as complex applications, evolving technology, and the need for IP capture and transfer. Executive management played a critical role in ensuring the success of the effort through active involvement.

To address these challenges, the IT team established a Business Process Solutions group to identify, fund and manage the development and delivery of high-quality products and services. To determine the mix of enterprise architecture (EA), business process analysis (BPA), and BPM technology that was needed, much research was conducted on methodologies, team structures, roles and tools.

After a thorough evaluation process, the Business Process Solutions team chose Metastorm ProVision® as the business architecture and process analysis tool to plan for its CRM improvements. The utilities company uses Metastorm ProVision for:

• Preparing for future growth, new technologies and new services
• Prioritizing business needs through vision sessions with executive management
• Capturing business processes in graphical models to ensure “pain points” are obvious
• Preserving, managing and sharing intellectual property
• Establishing process ownership
• Enabling management-driven business process improvement
• Providing business process information for training and testing
• Managing project scope and budgets more efficiently
• Ensuring the right processes get automated
• Providing IT with clearly defined business requirements

To read more about how the utilities company used Metastorm software to improve its CRM system, you can find the full case study on the site here.

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