case studies

Financial Services

Customer Relationship Management Software Selection (CRM)

Client
Swiss Life (UK) PLC
Sector
Financial Services

Project description

Swiss Life has three major business units in the UK. One had already invested in software for managing client relationships.

The questions were:

  • “is there value in a corporate approach to CRM?”
  • if there is value, are there external solutions better than the in-house solution?

Chaucer structured and led the first two of a three-phase study. The study phases:

  1. Requirements
    • Developed a definition of CRM
    • Interviewed senior management to establish requirements
    • Assessed the internal solution against the requirements and identified gaps
    • Identified the amount of work required to close the gaps with the internal solution
    • Prepared an implementation framework to illustrate the final vision
    • Prepared and issued Request for Information to c 20suppliers
  2. Market Testing
    • Ranked responses for fit, cost, technical solution and supplier record
    • Concluded that there were valid external solutions
  3. Supplier Selection

    Chaucer assisted with preparing and distributing an invitation to tender and performed an initial supplier evaluation.

Outcome

Swiss Life used the selection process to appoint a supplier and has now implemented the CRM solution.