Context
CBO worked with a private bank in Guernsey to introduce a new CRM Platform to their business. The system efficiently holds client data, risk data, relationship management information, and associated workflows for onboarding, and client reviews. The objective was to migrate data and processes from an ‘on-premises’ system which is not built to house processes or complex client information. CBO were approached for a Business Analysis resource to write business requirements, keep the project aligned with its objectives, contribute to the procurement process to find a Dynamics supplier, and then form part of the team to configure and deliver the system to the business.
Approach
Our Business Analyst started by writing detailed requirements / user stories across the entire business, beginning with interviews and expanding to workshops to gain consensus and validate. CBO’s BA then helped to write the Request for Proposal, which was sent to potential suppliers, and they also formed part of the central team to decide on a preferred supplier.
Using a blend of Agile and Waterfall techniques, our Business Analyst managed the elaboration, change, and addition of requirements and scope throughout the project. They used data modelling and analysis towards the definition of a data model and hierarchy for client structures and developed a client categorisation tool to enable the automation of compliance reporting and conditional rules.
In addition to requirements, the BA also formed a crucial part of the delivery team for:
- Test management and reporting
- Migration planning and mapping
Process Modelling - Workflow design
- Wireframes and system configuration
Outcome
CBO was thrilled to play a pivotal role in the safe and successful delivery of the CRM Platform, including the migration of data to the new system and integration to the core banking system. As a result of the new tools directly designed by CBO’s Business Analysis, the system now has improved data quality and control processes and enhanced compliance reporting.
