Case Studies
A Major UK Institutional Asset Manager: CRM System Implementation
Client contact: IT Director
Parkwell staff: 3 consultants
Objectives and project background
A major UK institutional asset manager was implementing a CRM system in London. The business had taken control of the project and required help with user acceptance testing. The CRM system selected was parameter driven and required a considerable amount of effort to implement.
Anticipated benefits
The key benefit anticipated was the documentation of the contact history of existing clients and of potential clients. Prior to the implementation of the CRM system much of this data resided in personal databases, spreadsheets and Outlook.
Scope and boundaries
The scope expanded during the project. Initially the scope was purely managing the user acceptance testing process. However, it soon transpired that the user requirements were insufficiently detailed from which to develop user acceptance test scripts. At this point the scope expanded to include the following:
- Overall project management.
- Documenting the user requirements in detail.
- Developing a technical specification.
- Managing the third party development team.
- Developing a system test plan and scripts.
- Developing a user acceptance test plan and scripts.
- Managing the systems and user acceptance test process.
- Data migration.
- Training.
- Rollout.
The project team reported to a steering committee chaired by the IT Director and consisting of the senior business management.
Deliverables
The deliverables were as follows:
- A revised project plan and Project Initiation Document.
- User requirements.
- Technical specification.
- Systems test plan and test scripts.
- User acceptance test plan and test scripts.
- Data migration policy and plan.
- Training plan.
Project conclusion
The project successfully completed in the revised timescale.