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 following deliverables: