The challenge
For years, discussions between the headquarters of a telecom provider and its sub-branch regarding the migration of their CRM had reached the same conclusion: uncertainty.
Differing perspectives, technical concerns, and operational complexities had created friction between both parties. Despite multiple attempts to evaluate the transition, no objective conclusion had been reached.
Determined to make one final assessment, our client engaged WEB as an independent external partner to perform a complete feasibility analysis within just four weeks.
Our approach
Our role was clear: provide an impartial and fact-based assessment of whether its Lead-to-Order operations could successfully migrate to the CRM platform.
Within an exceptionally challenging timeline, our team conducted:
- On-site stakeholder workshops
- Current-state process analysis
- System capability assessments
- Solution design workshops
- Future-state process modelling
- Platform compatibility evaluations
The outcome was a comprehensive assessment package containing:
- Detailed AS-IS process models
- Future-state TO-BE process designs
- CRM capability comparisons
- Technical feasibility findings
- Strategic migration recommendations
Every conclusion was supported by operational evidence and stakeholder validation, ensuring full transparency throughout the process.
The results
In little over a month, WEB helped break through years of uncertainty and misalignment.
The assessment demonstrated that a migration of the CRM platform was technically and operationally feasible, providing both HQ and HT with an objective foundation for future decision-making.
What had previously been a source of ongoing friction became a structured, evidence-based discussion supported by clear recommendations and a shared understanding of the path forward.
