2008.01 – 2008.06 / CRM transformation – merge of sub companies

• Strategy design to outsource the SW/HW platform, BPM, business case & ROI calculation, RFP coarse
• Redesign the workflow of an IVR Avaya call center
• Merge the CRM & IVR service desk architecture of 2 companies with a separated B2B & B2C channel to 1 common backbone
• Transform the ICT department into an outsourced model to reduce the daily operational cost

Phases: Preparation till Production cut-over