Our financial service’s Vice President of the division partnered with his internal Technology partners and IntraEdge to help design, develop, and deliver a lean, custom customer relationship management (CRM) solution for its RMs to better serve their unique member base. But before the solution revealed itself, there was only a core set of goals. The map, so to speak, would be charted upon their agile journey.
In leadership’s mind, the first goal was simple: no finger pointing. The executive sponsor commissioned everyone during the initial project design session, declaring, “This has got to be us. We cannot rely on others or say it’s someone else’s job. We’re in this together.” As a result, a diverse group of key stakeholders came together and cross-organization collaboration began, ensuring communication from everyone remained clear and constant.
Second, it was critical to let design lead the way. As a result, the entire effort began with a product-thinking session where multiple stakeholders from all different departments set the tone for what would become one of the fastest, most iterative projects ever delivered within the financial giant. We started with prototyping and user testing effort after everyone’s ideas had been formed. From there, iterative tests and design reviews became regular milestones along the journey, ensuring things were placed in RMs’ hands as quickly as possible.
The leader liked to recall, “There was no manual with the iPhone. It just worked. We needed to deliver something so delightful that our RMs loved using it daily. And I’m happy to report, we did.”
Lastly, the team needed to stay lean and, in the leader’s own words, “get tactical” by bringing the best resources to the table on a very clear budget and timeline. Delivering on their years of expertise and deep talent pool, IntraEdge brought eight local and full-time people to the table to ensure the project achieved every goal, even the most aggressive, while also coordinating between nine other internal resources across functions.
“‘One team, one dream’ became the unified team’s mantra,” remembers Kalpesh Shah, one of IntraEdge’s digital transformation leaders. “We wrote it everywhere and remained laser-focused. Marching forward, in less than six months, we reached our destination.”