Customer story · Marine services · February to April 2022
Legacy systems out. Process maturity in.
A marine services company set out to replace a legacy dealer management system and, while doing so, to assess the business processes that depended on it: service management, customer experience and IT governance.
Context
What the work had to do.
The dealer management system limited service workflows. There was no CRM and no structured customer sentiment tracking, gaps in service scheduling, workforce training and vessel inspection efficiency, and limited e-commerce and loyalty capability.
Service management, CRM, customer experience and billing workflows
A legacy dealer management system and process maturity gaps
A modernization roadmap informed by the 3HUE Digital Maturity Paradigm
Strategy and execution
What 3HUE did.
A replacement roadmap
Staged planning, data staging, sandbox implementation and go-live for the new dealer management system.
Delivery, not just advice
User training, release and deployment, and the technology modernization initiatives executed alongside the business.
Current state to future state
Business processes mapped to the capabilities of the new platform so the processes changed with the system.
Outcomes
What changed.
Dealer management system selection, onboarding, data staging, sandbox implementation and go-live completed.
CRM enablement, customer sentiment capture and a loyalty program implemented to improve engagement.
Service scheduling, vessel inspection workflows, invoicing accuracy and workforce training initiatives executed.
- Business process review
- Technology modernization review
- Future-state platform architecture
- Modernization roadmap
- 3HUE Digital Maturity Paradigm
- IT service management practices
If this sounds like you
The lane that fits.
An operationally complex business modernizing core systems: IT Project Management under Professional Services, with a Snapshot first if AI is part of the plan.
Outcomes, on the record.
Book fifteen minutes, or send an inquiry. We respond within one business day.