Transformation - FM Service Centre
A National Supermarket's new facilities management JV, migrating their enterprise systems to a leading Cloud FM and Asset Managment service-centre application.
Context
A National Supermarket, establishing a new facilities management and maintenance joint venture, required support developing and delivering a new service centre and facilities management enterprise CRM application and systems to support its 1000+ stores and distribution centres. Knowing our work, they approached Flourish to assist.
The ask
We were tasked with providing delivery management of the new FM CX cloud application and solution design into the architecture of the service centre and facilities management enterprise systems, while providing advisory support on the newly migrated legacy systems.
What we did
Working with our client and the 3rd party systems integrator, we captured use-cases and stakeholders' user-stories, planned & managed application configuration & localisation, customised extensions, managed testing, integration, and legacy ETL data migration.
We coordinated business change activities and supported the operational readiness of 120 staff, 160 supplier companies and 3000+ customer staff.
As solution architects for the financial and commercial corporate enterprise systems, and service contact centre, we tailored workflows and information from customer engagement, to service contact centre, to field operations or suppliers, back to service centre and corporate services, and then back to the customer. Taking the opportunity to lean processes, deliver self-service and automate information flow for users.
Outcome
The transition to the new application and systems was seamless to the client’s users and their customer, while reducing client overheads by 15%. Work backlogs caused by the legacy systems were reduced to normal operating levels and the client was able to concentrate on providing improved services levels to their customers to this day.
