The County was interested in determining if it was feasible to deploy an enterprise-wide CRM solution. They wanted to understand the implications from the following perspectives: resources, organizational structure, financial, and data architecture. In addition, the County was seeking to integrate a CRM solution with a proposed enterprise-wide cashiering solution. The County was interested in a deploying a phased approach which balanced minimal disruption to existing operations with an improved customer-centric focus.

Stern Consulting conducted more than 45 interviews with key County employees. In addition, a stakeholder session was conducted to secure buy-in from key departments, and a “visioning” session to collect ideas from impacted departments. In addition, a survey to understand how constituents wanted to be served and how the County was currently serving them was conducted. More than 400 responses through multiple channels were received.

Key deliverables included a business case that tested the feasibility of implementing a CRM system (included were detailed “as is” and “to be” process maps), a three phased approach which incorporated the data architecture requirements at each phase, and a detailed ROI analysis which identified the ROI by phase (and each year within that phase). The ROI analysis included an estimate for deploying both a physical and virtual call center.

In addition, detailed analyses were compiled for three incumbent vendors, and benchmarks of five counties that had implemented a CRM system were delivered. Based on the recommendations the County planned to initiate Phase 1 and to issue an RFP seeking a vendor assist with deploying a knowledge base, processing simple service requests, and deploying a matching and address consolidation application.