Description

Current State

Overview and Summary

Tech Solutions Inc., a mid-sized IT consulting firm, provides technology solutions and services to various industries including healthcare, finance, and retail. The company has a growing client base and offers services ranging from software development and IT support to strategic consulting. Currently, Tech Solutions Inc. manages customer interactions, sales processes, and service delivery using disparate systems including email, spreadsheets, and a basic contact management tool. This approach leads to inefficiencies, poor customer service, and missed sales opportunities.

Problem Statement

The current system for managing customer relationships at Tech Solutions Inc. is fragmented and inefficient, resulting in:

• Poor visibility into the sales pipeline and customer interactions.

• Inefficient tracking of customer inquiries and support requests.

• Delays in responding to customer needs and issues.

• Missed opportunities for upselling and cross-selling services.

• Difficulty in generating accurate sales and service reports.

Objectives of the New CRM System

• Centralize all customer data and interactions into a single platform.

• Streamline the sales pipeline and improve visibility into sales opportunities.

• Enhance customer service by tracking and managing support requests efficiently.

• Enable better customer segmentation and targeted marketing.

• Provide robust reporting tools for sales and service performance analysis.

Business Objectives and Success Criteria

• Business Objective 1: Increase sales conversion rates by 20% within the first 6 months of implementation.

• Business Objective 2: Improve customer satisfaction scores by 25% within 6 months.

• Business Objective 3: Reduce response times for customer inquiries and support requests by 50% within 3 months.

• Business Objective 4: Achieve 100% adoption rate of the CRM system among sales and support staff within 3 months.

Future State

Client Requirements

• The system shall provide a centralized database for all customer information.

• The system shall offer tools for managing and tracking sales leads and opportunities.

• The system shall enable efficient tracking and resolution of customer support requests.

• The system shall allow for customer segmentation and targeted marketing campaigns.

• The system shall generate detailed reports on sales and customer service performance.

• The system shall support different user roles, including sales representatives, support staff, and management.

  
  

System Requirements

• Scalability and Performance: The system should support up to 200 concurrent users and ensure quick response times for all transactions.

• Usability: The user interface should be intuitive and easy to navigate for staff with varying levels of technical proficiency.

• Security: The system must ensure secure access to sensitive customer data and comply with data protection regulations.