Spencer Stern worked
with Henrico County, VA on planning their CRM initiative. The project consisted
of three phases. The first phase focused on conducting a current state assessment
and capability gap analysis, and framing out the future state for a CRM solution.
The second phase included a cost assessment of implementing a CRM solution –
for both an initial implementation as well as the expectation of annual operating
costs. The cost components included software/implementation, hardware/infrastructure,
personnel, 3-1-1 call center build-out, and annual operating costs. The final
phase of the project consisted of developing both an implementation plan and an
RFP to procure CRM software.
The analysis included the
Return on Investment (ROI) analysis
cost scenarios depending on the CRM deployment option selected
Technology (IT) readiness assessment, including the telecommunications system