Challenge
East West Rail (EWR) were creating a direct rail connection between Oxford and Cambridge. Their mission was to decrease journey times, commuting costs, and ease road congestion. EWR’s role is to oversee and accelerate the delivery.
Salesforce® had been implemented at EWR by a previous consulting partner, but was not meeting the needs of the organisation. When originally implemented, information about business activities was scarce, and many of the original project team had left. EWR recognised the significant benefits Salesforce® could deliver if configured correctly and users were properly trained.
Solution
We first began with a week-long discovery to understand the current position and plan a roadmap for success with recommendations and suggestions for further enhancements.
We then proposed making changes to the data model to make it simple yet robust, filtering all interactions through the same input channel (cases), thereby making reporting, tagging, and entering data much cleaner, and addressing many of the known pain points. This also allowed us to introduce new and innovative tools, including the creation of the single view of the customer.
Impact
The EWR project was successfully delivered on time and to budget, achieving EWR’s goals. The project attained high delivery velocity, allowing significant change to be completed in a relatively short space of time, through the small, focused Methods team.
The project met EWR’s expectations to have a single view of their customers, the ability to tag interactions and sentiment, and to report to key stakeholders in ways they have been unable to before.
Internal teams are now fully engaged with the new platform and are actively involved in suggesting new features and improvements to be delivered under a Methods live Salesforce maintenance service, and to meet the objectives of future possible project phases.