​Business Situation
The sales force used several custom-developed CRM solutions supporting the commercial and private lines of business.  Each unit used separate systems and the cost of improving, maintaining and operating those custom-developed systems was higher than desired.   The client had a number of requirements:

• A single, standards-based and flexible CRM system that would help them unify their sales force and drive cross-selling between the commercial and private customer segments
• A system that could present a 360° view of customer information, so the sales force would no longer need to open several applications in order to make informed decisions
• A separate CRM solution for follow-up of distributors/re-sellers.

Solution
Accenture, Avanade and ObjectWare were selected to design and implement 2 separate CRM solutions: one for follow-up of customers and the other for follow-up of distributors and re-sellers.  The most complex solution is the one for follow-up of customers. Storebrand has approximately1.5 million customers and 1,000 CRM users.  The solution is heavily integrated with other LOB systems and the user interface is adapted to Storebrand’s specific needs.

Results

• Enablement of cross-selling
• Better service to customers
• A standards-based solution that has a low TCO