The collaboration is designed for the long term and marks the start of a strategically important transformation programme. As a first step, e.optimum and adesso carried out a comprehensive analysis and scoping phase in March to define and prioritise requirements and to establish a sound basis for implementation. Based on the insights gained regarding the scope of functionality, effort and budget, the next project phases are now being implemented step by step.
Thorough Preparation as the Foundation for Sustainable Implementation
Even during the selection process for a CRM platform, adesso supported e.optimum with structuring and decision-making. After Salesforce was chosen as the technological foundation, adesso also secured the role of implementation partner in competition with other providers. The adesso team impressed in particular with its systematic approach, its structured methodology and its deep understanding of the business requirements of an energy supplier.
Rather than diving straight into implementation, both partners deliberately opted for a preliminary analysis phase; this began in March with a joint kick-off involving senior management. The active involvement of management underscored the project’s high strategic importance. In a subsequent series of workshops, the teams from e.optimum and adesso defined the requirements in detail, prioritised the functional scope, developed user stories and derived initial solution approaches based on Salesforce. This has resulted in a comprehensive overview of functional scope, effort and budget, which serves as the basis for the subsequent project phases.
CRM as a Strategic Priority for the Future
The CRM project has been one of the largest software initiatives at e.optimum in recent years and is therefore a key focus for the company. The Marketing, Sales and Service departments in particular play a central role and will be fully integrated into the platform.
With the new CRM platform, e.optimum is laying the groundwork for consistent data, standardised processes and better system integration. The aim is to make internal processes more efficient whilst simultaneously refining the way we engage with customers.
