A large-sized facility management company was operating with two separate CRM systems to manage service requests across different business verticals, resulting in inefficiencies, inconsistent data, excessive manual work, and elevated risk of errors.
We assessed both CRM platforms to uncover gaps, redundancies, and manual processes. By engaging stakeholders across customer service, IT, and operations, we defined critical requirements for a unified system and delivered a focused Consolidation Roadmap. In the future this can then be leveraged as the foundation for AI implementation.
Single source of truth for all service requests, enhancing transparency across departments. Employee productivity increased as teams spent less time on manual entry and more time on value-added activities. Improved first-response times by automating ticket assignment and escalations.
Our structured approach to assessment, gap analysis, documentation, and implementation helps streamline operations for companies burdened by siloed systems and manual workflows. Highlighted potential $M of productivity improvement by moving to a more modern systems workflow.
