Background

Orange Business Services – Trading solution (413 employees) offers telephony solutions for trading floors. With offices in Europe, the US and Asia, Orange Business Services was seeking to reorganise its CRM system to improve opportunity and sales management through its various subsidiaries.

Challenge

The client chose to set up a SugarCRM-based solution and called on Insyco for its implementation, from prototyping to deployment, at various sites on three continents.

The project involved three major phases:
• Analysis of the business function processes and design of the core solution
• Integration of the solution in the Etrali UK pilot site
• Deployment of the solution on all sites

The Insyco solution

From the start-up of the project, Insyco ensured a cross-disciplinary approach by involving the various stakeholders, and encouraged a sense of ownership amongst the various user communities.

Project steering followed a logical order:
• Scoping of the sales management process
• Designing the target solution and prototyping
• Data migration specifications for opportunities and quotes
• Writing the acceptance manual
• User training, start-up support

The project’s success was measured by several outcomes:
• Proven functional expertise
• Initial success of the French subsidiary at the pilot site
• Deployment at international subsidiaries for the implementation of the complete solution
• Methodology acquisition by customer service and sales administration users for the transition from Oracle to SugarCRM
• User independence for opportunity and quote generation