Work & Workforce Transformation
Programme Design & Delivery
Case study · Healthcare & Life Sciences
Health insurer: New ways of working for a legacy CRM replacement
Client
A global health insurer, 43m customers
Challenge
Replacing a decades-old, dependency-laden CRM early in a digital transformation, with ambiguous migration risk
Services
Work & Workforce Transformation
Programme Design & Delivery
Timeline
1 embedded Lean-Agile and change practitioner
1
embedded practitioner
1
CRM programme delivered successfully
∞
practices still in use by other teams
The situation
The CRM was decades old and everything depended on it. The programme had to replace it while building for a digitally connected customer – and the team’s confidence in its own ways of working was low.
What we did together
A programme delivery diagnostic baselined team competence and confidence. Then a backlog of ways-of-working experiments: roles, planning and prioritisation, visual value-stream management, a programme Obeya room.
“The capability outlived the engagement.”
Programme Director
Programme Obeya, month 3.
What’s different now
The CRM programme delivered. More importantly, the practices were adopted by other teams on subsequent programmes – the capability stayed after we left.
