Accelerating CRM readiness: A University’s path to digital transformation
When a leading UK university sought to implement a strategic CRM platform, Definia conducted a rapid Programme Readiness Assessment, delivering a clear roadmap and actionable insights in just four weeks, ensuring a seamless path to digital transformation.
Delivered a full Programme Readiness Assessment, roadmap, and recommendations in just one month.
Facilitated workshops with every university department to ensure a fully aligned and strategic approach.
Provided prioritised next steps, risk mitigation strategies, and a high-level roadmap for a successful rollout.
Define
A dynamic and forward-thinking UK higher education institution sought to explore the business case for implementing a strategic Customer Relationship Management (CRM) platform. Recognized as a crucial tool for modern universities, a CRM system enhances student engagement, streamlines administrative processes, enables data-driven decision-making, and strengthens relationships with students, alumni, businesses, and other key stakeholders.
To make an informed investment decision, the client needed an experienced partner to conduct a rapid Programme Readiness Assessment, ensuring they were fully prepared for the successful implementation of a CRM solution.
Design
To meet the client’s needs, we deployed an experienced senior associate to conduct the Programme Readiness Assessment – our Pre-Define stage – delivering comprehensive recommendations and a strategic roadmap within just four weeks.
A series of interactive workshops brought together stakeholders from across all university departments to ensure a collaborative and cohesive approach to defining key requirements. These workshops, combined with “art of the possible” sessions, helped the client to:
- Validate the necessity of a CRM across the university.
- Assess the university’s readiness for CRM implementation.
- Identify potential risks and mitigation strategies.
- Address critical issues and establish dependencies for a successful rollout.
Throughout the engagement, our Delivery Management Office ensured seamless execution by providing a weekly service report, offering clear visibility on operational delivery, quality assurance, and planning. Regular milestone setting helped maintain alignment with client priorities and expectations, ensuring progress remained on track.
Deliver
In just four weeks, we successfully delivered:
- Prioritised next steps to guide the client in their CRM implementation journey based on their current readiness.
- A high-level engagement timeline, enabling focused collaboration across university departments while minimising the impact on key stakeholders.
- An indicative high-level CRM delivery roadmap and budget, covering the full lifecycle from planning and implementation to post-go-live support.
- Change management guidance, equipping the university with strategies for effective organisational change and best practices throughout the programme lifecycle.
- A recommendation to establish portfolio management, ensuring strategic initiatives were prioritised, duplication of effort was eliminated, ROI was tracked, and benefits realisation was effectively managed.
By delivering clarity, direction, and a tailored roadmap, we empowered the client with the insights and confidence needed to move forward with their CRM transformation successfully.
Definia Associate
“I engaged with Rachael and the team at Definia to deliver a review of a client CRM requirement and identify opportunities for transformation across their business.
It was clear to see very quickly that the team had a real depth of experience and importantly there was significant focus creating tangible and valuable outcomes for the client with a real focus on delivering something meaningful.”
Contact us
Reach out to the team to find out how we can help you.