About the delivery
ProsessPilotene implemented a new membership solution – Econa for Econa. The delivery included a membership solution (Custom) and was completed in 2024.
PM: Thomas Geiner Tellefsen
LA: Inger Anna Helmersen and Ane Garbord Tronsaune: Inger Anna Helmersen has been the solution lead for Econa since 2022 and was involved in this delivery until summer 2024 (maternity leave). Ane Garborg Tronsaune took over as solution lead from Inger Anna in Q2 2024.
VA: Hege Grønlund Aas
Funk: Christian Andresen
Developer: Arne Wallerud
Test Manager: Tore Søgård
Training Manager: Pia A. Skjørten
Data platform: Martin Evanger
Econa has an old off-the-shelf solution from CGI that does not work at all as intended. In short, Econa does not trust its own data in the CRM solution, and it has therefore been decided to create an entirely new CRM solution based on how Econa wants to work in the future. Description from Econa:
What are the problems?
The current setup makes it extremely challenging to perform analysis and manage memberships. A great deal of manual work is required to gain insights into and make changes to the customer database, and it is difficult to trust the insights obtained and the changes made. It is also difficult to get a comprehensive overview of the entire customer journey for members.
Employees are dissatisfied and frustrated with the current membership setup in the CRM solution. A review of support and management cases from 2022 shows that many of the problems experienced are a result of this.
The current member management solution is based on a standardized solution that was previously suitable. It is now recognized that needs have changed, and a more tailored solution is being sought to better meet the requirements and expectations. A solution that is better adapted to the unique needs and provides reliable insights for informed decision-making is necessary.
Where are the problems?
The problems lie in the current data model and its associated flows. There is a lack of insight into how things are interconnected. Manual and automated flows often do not work as intended. This creates uncertainty about which parts of the solution are affected when changes are made. Data quality is a significant problem, with instances of duplicates, incorrect entries, and other data errors. A great deal of time has been spent identifying the issues related to data quality.
Why do these problems exist?
There are several reasons for the problems. The customer was not sufficiently involved in implementing the solution, which has resulted in a confusing solution with unreliable flows. These problems exacerbate the existing manual work involved in using the solution. There is uncertainty surrounding the solution, and its reliability is low. The lack of previous documentation is also part of the problem.
Why carry out the work package: Objective
The work package is being carried out to reorganize the entire membership structure in a future-oriented and secure manner. The objectives are to provide a better basis for analyzing members/the member journey, reduce manual/billable work, get more out of CRM/other digital tools, and be able to rely on our own data. Another objective is to ensure that membership history, categories, services, and general membership data are reliable and usable.
Due to budget constraints, the delivery was divided into three deliverables: 14 New Membership Solution (CRM Core), 18 Case Management, and 19 Events and Marketing. Together, these three deliverables make up this project.
Value creation
- Establishing a sound basis for analysis
- Reduction in manual membership management
- Increased engagement with the CRM solution
- Implementation of a flexible model that can scale in line with the customer's growth
- Reduction in investment related to solution support and management
- Ensuring that flows and other automated/manual actions work as expected and are not negatively/unexpectedly affected by other changes
- Establishing the reliability of your own data and its quality
Main objective: Econa must be able to trust the data in the new membership solution
The solutions
- Membership solution (Custom)
Area and keywords
Other
Negotiations,Agreements,Members,Apsis,eDocs
Limitations
Initially, the delivery shall only include existing functionality optimized in accordance with the desired workflows. Due to budget constraints, the first delivery shall focus on existing functionality and only essential must-have processes.
It is planned that the solution will be further developed with new functionality in 2025.