ESTABLISHING THE FOUNDATIONS FOR A DIGITAL TRANSFORMATION AND A CONSUMER DIRECTED APPROACH: A CASE STUDY ITAC, Wednesday 30th November 2016
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ESTABLISHING THE FOUNDATIONS FOR
A DIGITAL TRANSFORMATION AND A CONSUMER
DIRECTED APPROACH:
A CASE STUDY
ITAC, Wednesday 30th November 2016
ABOUT WMQ
Regulatory
change →
CDC / NDIS
Consumerisatio
n of aged care
and community
services
Govt funding
& packages
Consumers &
market share
Client service
provision
Win & retain
customers
Why WMQ
Single view of
customer
Contact
details
Emails
Channels
Relation-
ships
Calls
Tasks
Prefer-
ences
$
transac-
tions
CampaignsCustomer
Service
Marketing
Fundraising
WHERE WE STARTED
1. Build stronger relationships with existing customers, so
they choose our services to meet more of their needs
and to stay with us longer
2. Grow new sources of revenue to reduce our reliance on
government funding
3. Win new customers
4. Engage and build the capabilities of our staff
STRATEGIC GOALS
AGILE APPROACH
Contact Centre
Marketing
Fundraising
In Home Care & Allied
Health
WMQ CRM
JOURNEY TO
DATE
LESSONS LEARNT
LESSONS LEARNT
Agile methodology has many benefits, but you need to be ready
for the pace it requires#1
LESSONS LEARNT
Agile methodology has many benefits, but you need to be ready
for the pace it requires#1
Getting started is more important than waiting to design the
perfect solution#2
LESSONS LEARNT
Agile methodology has many benefits, but you need to be ready
for the pace it requires#1
Getting started is more important than waiting to design the
perfect solution#2
It’s critical to prepare for and carefully manage change#3
LESSONS LEARNT
Agile methodology has many benefits, but you need to be ready
for the pace it requires#1
Getting started is more important than waiting to design the
perfect solution#2
It’s critical to prepare for and carefully manage change#3
It’s imperative to adopt a customer-centric, commercial view -
think customers, competition, winning share and loyalty#4
LESSONS LEARNT
Engaging your people is absolutely key - it’s the only way to
ensure adoption and change mindsets#5
LESSONS LEARNT
Engaging your people is absolutely key - it’s the only way to
ensure adoption and change mindsets#5
Leadership is key. Senior stakeholders in the business need to
be deeply engaged to ensure your CRM program leads to real
transformation
#6
LESSONS LEARNT
Engaging your people is absolutely key - it’s the only way to
ensure adoption and change mindsets#5
Leadership is key. Senior stakeholders in the business need to
be deeply engaged to ensure your CRM program leads to real
transformation
#6
The right governance process is critical to success for any major
CRM initiative, particularly when transformation is the goal#7
AGILE APPROACH
CUSTOMER-FIRST
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