Case Study

Managed Service Provider’s Need for a Unified CRM Solution

Led the shakeout phase of a newly implemented CRM

Customer Profile

Managed Service Provider

The client consisted of two entities that were merged following their acquisition by a private equity firm. Three of the four original founders retained C-level positions after the deal closed. Both entities operated as Managed Services Providers, specializing in remotely managing customer IT infrastructures across North America. At the time of acquisition, the combined revenue was approximately $30M, with a projected 5-year growth trajectory aiming for $100M.

Objectives

Because of our proven expertise not only in IMO management but also in process and systems integration, the company engaged our services to map both existing and future state lead-to-cash process flows, including finance, accounting, sales, and marketing, ensuring alignment with industry best practices. We were also tasked with assisting in the implementation of a CRM solution that supported these newly developed workflows, leveraging off-the-shelf capabilities to minimize customization and streamline future upgrades and technical support.

The Challenge

The newly merged company faced significant operational inefficiencies due to reliance on outdated and disparate CRM systems from the two original entities. To support current operations and future growth, the merged company urgently needed a unified and more robust CRM solution.

Our Approach

Our approach involved coordinating closely with the client’s selected third-party systems integrator, Sikich, who was tasked with implementing MS Dynamics as the CRM tool. Given our successful track record with the client, we were further engaged to project manage the ERP rollout. Our focus was on ensuring that the implementation process was seamless, delivered on time, and within budget, aligning with the client’s overall business objectives.

The Results

Conducted Discovery sessions in collaboration with the internal team to thoroughly understand both the current workflows and desired future state.

Worked closely with the internal team to identify 55 core processes across sales & marketing, professional services, recruiting, and HR.

Developed detailed swim lane diagrams illustrating future state process flows, aligned with industry best practices, and documented these into Standard Operating Procedures
(SOPs).

Led the Internal Project Management Office (IPMO), ensuring a cohesive and coordinated approach across the project team and systems integrator.

Utilized the process flows as foundational business requirements for the CRM implementation, ensuring alignment with the company’s strategic goals.

Authored comprehensive test cases based on the process flows and successfully led the shakeout phase of the newly implemented CRM, ensuring it met all functional and operational standards.

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