Discovery Phase & GAP Analysis

Pobuca will undertake a thorough study to design the functionality of the new CRM system.

The study will focus on the strategic, operational, and platform stages.

Stage 1:
strategic level – corporate objectives


of the unified customer profile.

Efficiency improvement

 of the customer-related processes.

Project objectives

related to the customer-centric approach.

Stakeholders engagement

time and resources allocation.

Stage 2:
operational level

Business needs

Identification of the involved department’s needs.

Processes evaluation

Evaluation of the efficiency of the existing processes per department, to identify the reasons the current implementation is not fully productive.

Current data flow

 related to the customer-centric approach.

Stage 3:
platform level

Once the previous steps have been completed and agreed upon, the next steps are:

1. To define the final deliverable (fields, forms, views, etc.).

2. To set the workflows (step by step).

3. To propose new modules or third-party tools.