IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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CRM Implementation Audit



An Internet service provider that provides web-site-hosting services. It also installs and maintains Web servers and Internet connections throughout United States and Europe.



The client had purchased and installed a suite of CRM applications to support the entire business with logistics, workflow, customer service, and sales components. They had engaged a systems integrator to customize this system for their additional required functionality and to integrate it with their billing system. As it was being implemented, they became concerned about its performance, functionality, and overall stability of the system. They engaged IHS to perform an implementation assessment.

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The assessment identified serious errors and deficiencies that impaired the client's ability to upgrade the package with future releases and even to maintain and enhance current functionality. These errors resulted in excessive use of system resources causing severe performance problems that prevented users from performing normal daily tasks. The assessment included recommendations including specific code and database changes to alleviate the most urgent problems, and also adoption of additional functionality provided in the CRM package that had been omitted in the original implementation. The assessment and recommendations were delivered on time and under budget.

  • Reviewed implementation requirements and specifications

     

  • Assessed the system's conformance to those specifications

     

  • Measured system performance for key user tasks

     

  • Reviewed code that had been developed and installed to customize functionality

     

  • Examined database and operating system metrics to assess the number of accesses required for particular functions and the efficiency of access, as compared to standards for that CRM package

     

  • As a result of this assessment, identified and documented serious errors and deficiencies in customization programming and in database usage that impacted performance and functionality

     

  • Recommended specific code and database changes to alleviate the most urgent problems as well as adoption of additional functionality within the CRM package that had been omitted in the original implementation