Case Studies

Our client, a global sales enablement team, manages the CRM functionality and technical support for more than 50 countries. Recent upgrades and constant releases have resulted in a knowledge system that was plagued by navigational difficulties, outdated information, and suboptimal search optimization. As a result, local CRM administrators from those countries frequently sought help from the already stretched sales enablement team, impacting their productivity and delaying access to information.

We conducted a few interviews to better understand the pain points, needs and current behaviors of the local CRM managers. Recognizing the diversity in local CRM manager roles across countries, we focused on providing multiple access points to information, visual process documentation, enriching metadata for easier discovery, and self-service options for routine queries.

We employed a user-centered approach to meet the needs of global stakeholders by developing a SharePoint content portal that transformed the CRM support experience. This solution greatly enhanced the findability of resources, providing key users with immediate access to relevant information and improving CRM information management. The project's success not only streamlined operations but also elevated the profile of our project sponsor within the company. This was a testament to our inclusive and collaborative approach.