The Situation

• The AA needed to replace a legacy CRM system with new robust technology. This was a large-scale business critical transformation programme with the legacy technology being very outdated but hosting all the customer data that was used on a regular basis by customer care agents

The Task

• Work as part of the Transformation Leadership Team
• Responsibility for the delivery of system releases through all software delivery phases including requirements, design, development, testing, deployment, early life support and hand off to operations
• Project Leadership of circa 70 cross functional staff including Product Management, Business Analysts, Architecture, System Experts, Delivery Team Leads, Test Team and Deployment Team
• The new customer journeys required business design and the integration of 10 systems including front end, back end and middleware

Actions Critical To Success=

• Intentionally established new ways of working over the Coronavirus pandemic
• Routine attention to low level dependencies, planning and scheduling
• Proactive risk management to remove the potential for disruption
• Large improvements for requirements traceability, test case definition and quality criteria
• Working collaboratively with system owners who had multiple responsibilities including operational support
• Careful baseline and change control of the releases to control benefit, scope and risk

The Result

• Delivered £3.5 Million of capex change across 3 releases over a 15 month period in a predictable and stable manner
• Zero disruption to the release from the pandemic and delivered to all dates as expected
• Enabled EBITDA of £3.7 Million pa of future revenue growth on the new system by unlocking new systems capability
• Achieved improvement in the front end customer agent performance receiving great agent from day one