CRM Implementation
Stephanie Kohut
Email Marketer
Customer Support Representative
Co-Founder
Freshdesk
Klaviyo
Microsoft Teams
Wacoal
Wacoal, renowned for its service excellence, prioritized customer acquisition and retention. To enhance agility in responding to consumer behavior and elevate the customer experience across digital channels, Wacoal embarked on a Customer Relationship Management (CRM) implementation project.
Project Scope:
Weekly Status Calls and Risk Management: facilitated weekly status calls to monitor progress and address key risks. Timely escalation of delays ensured proactive risk mitigation.
Change Management and Stakeholder Alignment:Driving change management initiatives, sessions were convened with internal stakeholders to ensure alignment and active participation in project activities.
Requirement Enablement and Oversight: Ensuring enablement of necessary requirements and logistics, the team oversaw staging activities for both non-production and production environments.
Workshop Agenda Generation and Documentation:Workshop agendas were generated, and configurations and process updates documented as per the project's selection phase, ensuring alignment with business requirements.
Go-Live Coordination:Coordinating the scheduling of go-live activities, next steps, fallback plans, and ensuring alignment among stakeholders were critical aspects of the project.
User Acceptance Testing (UAT) Script Development:UAT scripts were developed for business approval, ensuring that the system met Wacoal's business needs and specifications.
Training Program Development and Delivery:A comprehensive training program and materials, including end-user documentation customized for Wacoal's business, were prepared. Training was delivered during the initial implementation phase, aligning with vendor workshops and company procedures.
Outcome:
The CRM implementation project empowered Wacoal to enhance its customer experience and extend its direct-to-consumer reach across all digital channels. By fostering stakeholder alignment, driving change management, and ensuring robust project oversight, Wacoal successfully implemented a CRM solution tailored to its unique business requirements.
