Customer Velocity Program

Challenge

The client engaged Wimmer Solutions to provide accountability for leading the business strategy, business design, and end-to-end implementation of processes and tools for the company’s Customer Velocity Program.

Solution

Wimmer’s approach was centered around building a partnership with senior management to lead, define, and implement a new customer engagement model for the client's World Wide Sales Ecosystem. The strategy, design, and implementation of the solution were intended to exact a substantial change in the way the client conducts business moving forward, as defined by the extensive ‘as-is’ process analysis our resources provided. Wimmer consultants were accountable for leading and driving changes in online engagement, customer experience, licensing, revenue accounting, customer and partner relationship management, as well as campaign and rebate management to successfully enable the end-to-end strategy and associated solutions.

To achieve the above deliverables on schedule and in a quality manner, the Wimmer Team utilized the following technical skills:

• Project Management
• Business Analysis
• Process Modeling
• Technical Architecture Planning & Design
• Content Management
• User Acceptance Testing (UAT)

In the initial phase of the project, Wimmer continued the support activities it had provided in the past for MS CVP, including requirements gathering; architecture and platform design reviews; test planning; deployment planning; deliverable identification, and communication between key business and IT stakeholders. As prioritized by the client, our process modeling resources supported strategic process definition (both ‘as is’ and ‘to be’) in terms of overall scope and design dimensions. Next, with the help of Wimmer’s dedicated Process Librarian, our resources supported the development of a 3+ year plan addressing SMB, PS, and Dynamics (CRM) needs around user profiling, relevance, relationship marketing, transaction aggregation, user experience, and cross-business integration. Relative to the ongoing support of process library release, they coordinated alignment between releases to ensure on-time delivery, and increased engagement across the business cycle for self-serve capabilities, including a simplified user experience utilizing web services, product roadmaps, and unified customer profiling to increase targeted communication.

Innovation & Impact

Wimmer’s Business Process Improvement solution achieved the following outcomes for the client:

• Centralized Process Management: The Customer Velocity Program centralized and optimized business processes, reducing overall program ownership costs and increasing adoption of the CVP Process Library.
• Improved User Engagement: The streamlined processes and enhanced user experience led to higher engagement levels among users of the CVP properties.
• Strategic Process Definition: The project included extensive ‘as-is’ and ‘to-be’ process analysis, providing a clear roadmap for future improvements and strategic alignment.
• Increased Efficiency: The implementation of standardized processes and tools improved efficiency in licensing, revenue accounting, and campaign management, contributing to sustained business growth.