Leading a Digital Transformation Initiative

At 7N, the heart of our business lies in our dedicated consultants. Each day, they apply their expertise and go above and beyond to assist our clients in achieving the best possible solutions. It is for this reason that we aim to shine a spotlight on the remarkable efforts of some of our consultants, who are fueled by their knowledge, commitment, and wealth of experience. Let's unleash their performance.

The program handled critical initiatives in the company: developing their future CRM, ordering and billing system, and migrating the existing customer data, which was stored in four different systems, into a new CRM/BSS system with more than 70 integrations into the client EA platform.

The program had several technical tasks where new platforms and integrations were established that collectively supported the business value chain. 

On the business side, the task primarily was to set requirements for the solution but also to ensure the product and process setup. Later in the project, there was much focus on change management. The changes that came with the new system were identified, described, and used as training material for the many colleagues in customer service and sales who were the primary users of the system.  

On the migration part, the primary challenges were to map customer and product data from the existing systems into new definitions in the new system.

A large part of the task was testing and verification of business processes to ensure the necessary quality was present. This work involved several different suppliers. The long-term program contained classic disciplines such as requirements specification, design, development, and testing. Some parts ran as a waterfall model, and others ran more iteratively to ensure the possibility of adjusting product content in line with changing business needs. 

Since the program's start in 2019 and after Michael joined in 2021, he drove the part of the program that faced the client's customers and consulted and supported the remaining program with his expertise in processes, development, test, and implementation. Michael is now running the transition and post-launch build-up of the client organization to continue the adoption of the platform.

The following statement from the Program Director clearly indicates Michael's significance in the project: 

"Michael is the customer and IT Project Manager on our biggest and most important IT project ever. We are working on building new services, consolidating, transforming, cleaning up, and securing efficiency and a great customer experience in the Danish market of telecommunication. Remarkably, Michael unifies his team around their assignments, and he is unbelievably proactive, forward-looking, and experienced in handling complex tasks like this one. At the same time, Michael is a great guy and colleague who works hard and keeps up the spirit and energy in everyone around him. He fits perfectly in the company, our way of working, cooperating, and succeeding in our tasks. Michael is a true superstar."