Client Name: Central Systems
Client Location: Perth, Western Australia
Central Systems core services revolve around civil and remedial construction contracting services to create and extend the life of your buildings structures, infrastructure and industrial assets.
Market Fever was engaged to plan, design, develop and deliver a new
internal CRM (Customer Relations Management) system for Central Systems;
currently a $50m business in the civil construction sector and as a
result of a recent acquisition with 480 employees. Efficient
communications management, client management and improved internal
workflows and communication being the desired outcomes of the project.
The scope of work included research and analysis of existing
commercial CRM systems on the market to undertake a gap analysis against
Central Systems requirements in order to identify a suitable CRM for
the business and then to communicate the chosen product and roll out the
implementation. Microsoft Dynamics CRM was selected as part of this
The project then moved on to the internal design which involved a number of planning interviews with key stakeholders, revision of internal procedures and workflows, business process improvement to identify areas of the business development area that could be automated in the new system. Working with one of our IT partners, we developed the system, manipulated internal data, designed strategic reports for board information and are currently in the process of communication rollout, staff training & coaching and change management (100 people).
The CRM system and its supporting background system, SharePoint, have
been successfully implemented at Central System. The system has
improved internal communication and workflows, reduced administrative
costs and lead to transparency and higher quality communication with
Customers and Stakeholders.
Training is still ongoing and feedback from directors and staff is positive. Staffs have embraced the CRM to be a core communication and planning tool in the business.