Realising Value in CRM Consolidation and Cloud Migration

A range of technology advisory and implementation services supported our client, a Big 4 bank, in its move to consolidate data in a cloud environment.

CHALLENGE

Migrating data and processes to the cloud is a significant change for most businesses, and one which requires extensive input and support across the organisation.

Our client is one of Australia’s top 4 banking institution, with a customer centric mindset. It has a large number of staff, serving millions customers across multiple countries worldwide.

It was embarking on a program to deliver an enterprise customer relationship management (CRM) system aimed at consolidating and replacing its multiple existing systems. Consolidated data would provide its various teams with a single customer view, and ensure subsequent upgrades were scalable and less complex.

The enterprise CRM had to be delivered in a cloud environment as part of the organisation’s strategy to migrate to cloud computing systems, which in this instance was Amazon Web Services (AWS). Another key consideration was ensuring it integrated with existing company systems. 

Davidson Technology Consulting was engaged to provide a range of advisory and implementation services across the program, utilising our expertise in cloud, DevOps and Salesforce integration. 

Services included: 

• Designing and developing infrastructure as code 
• Contributing to planning sessions with the Project Director and team
• Coordinating activities between the AWS integration and broader strategic CRM teams, structuring project meetings using a SAFE agile framework.
  

SOLUTION

Scalable and collaborative delivery approach

Based on our client’s high level needs as part of its move to cloud, and our initial assessment of what it wanted to achieve, we commenced implementing a solution for a scalable and collaborative delivery approach, developing effective reusable components and enabling fast agile-led development.

Key areas where we added value

• Defining and delivering user stories to provide context in terms of the work to be delivered.
• Creating technology showcase presentations to communicate operational efficiencies.
• Developing an AWS data migration solution to move data into Salesforce.
• Consolidating and reconciling data across retail and corporate business units.
• Promoting cloud best practices within the organisation, which included providing thought leadership based on our relationships with other integration partners.
  



OUTCOMES

Reduced AWS costs and cloud spending

By adopting agile methods to encourage and drive greater cooperation, we were able to remove silos between developers and DevOps teams and implement a more effective process. We provided a common understanding of the end-to-end technology process, demonstrating how each element fitted into a broader vision and how it contributed to the ‘why’ for individuals and the business as a whole. 

The project reduced overall AWS costs by about 40% in the non-production period, and cloud spending by nearly 50% in the following two months.

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