Our References

 + Analysis of Internal and External Communication Flows
Document and map the flow of personal data within and outside the organization based on business processes.

+ Analysis of Communication Systems and Data Storage
Review and assess existing communication systems and data storage practices to ensure they meet GDPR standards.

+ Gap Analysis
Identification of Risks and Development of Solution Options, including Cost-Benefit Analysis.
Conduct a risk assessment to identify any gaps in current practices and evaluate potential solutions to address them.

+ Establish a Data Protection Framework
Define GDPR compliance requirements and translate them into actionable user stories with clear acceptance criteria. Elicit and define the necessary requirements for both IT processes and IT systems.

+ Modification of Business Processes for Data Collection and Processing
Update and align business processes with GDPR requirements, ensuring that all data collection and processing activities are compliant.

+ Definition and Change Management of Processes for IT Systems
Define and implement GDPR-compliant processes for IT systems to enhance data security and compliance.

+ Agile Project Management and Coordination of the External SCRUM Team
Supervise the implementation of changes through agile project management, ensuring that all steps are executed efficiently.

+ Ensure Compliance with Data Subject Rights
Establish procedures for managing data subject requests, such as access requests and the right to be forgotten.

+ Prepare for Data Breaches
Develop emergency procedures in case of a data breach. Create a comprehensive response plan to handle potential data breaches, including notification procedures and mitigation strategies.

+ Extended Recommendations in IT Security
Establish further recommendations for IT security measures.

+ Initial Client Meetings
Presentation of State-of-the-art IAM systems, provided the client with a clear and comprehensive understanding of modern solutions available in the market.

+ Consultations on Project Structure and Project Organization
Consulting on effectively structuring the project, including an assessment of whether the company has the necessary technical resources and expertise to implement and customize a standard solution.

Guidance on choosing the optimal project organization, highlighting the benefits and challenges of agile management methods.

+ System Solution Analysis
Comprehensive and detailed analysis of the existing IAM system incl. usecases and deployment procedures were conducted, considering the diverse needs and structures of the client’s various subsidiaries.

+ Client Workshops
Workshops were held to facilitated to gather key requirements, ensuring that all essential stakeholders are actively involved in the process.

+ Elaboration of a detailed Requirements Definition (Agile Approach)
Based on current procedures and new requirements a comprehensive requirements catalogue were created, covering both functional and non-functional requirements. These have been translated into actionable user stories, complete with acceptance criteria, to guide the system’s customization.

+ Creation of Tender Documents
Tender documents have been developed according to regulations for utility providers, including:

1) A tender notice, scope of work, and details on the procurement procedure.
2) A draft contract containing general and specific terms for the project.
3) Standardized forms for bid submission, pricing, necessary declarations, and bid evaluation criteria.

+ Vendor Workshops
Workshops had been conducted for vendor product demonstrations, clarifications, and negotiations to ensure the best possible outcome for the client.

+ Recommendation on Solution and Vendor for the C-Level Management
Based on thorough analysis and evaluations, well-founded recommendations for both the solution and the vendor had been provided.

+ Extended Recommendations on IT-Security and IT-Architecture
Establish further recommendations for IT-Security and optional IT-Architecture measures.

Initial Stakeholder Alignment
Engaged with key stakeholders across subsidiaries to understand project scope, business requirements, regulatory challenges, and strategic objectives. This step ensured alignment and buy-in from all parties involved.

+ Workshop Design and Facilitation
Designed and facilitated workshops with key stakeholders from various subsidiaries, addressing the unique challenges of working in a multicultural environment. These workshops were essential for gathering requirements, building consensus, and fostering collaboration across diverse teams.

+ Comprehensive Data Audit
Conducted a thorough audit of existing IT systems, databases, and data sources, including Access databases and Excel spreadsheets, to identify inconsistencies, redundancies, and data silos.

+ Regulatory Compliance Analysis
Collaborated closely with the Legal teams from the corporate headquarters and subsidiaries to analyze country-specific regulatory requirements. This ensured that the data consolidation process would adhere to all relevant legal and compliance standards across different jurisdictions.

+ Data Quality Assessment
Evaluated the quality of existing customer data, focusing on accuracy, consistency, completeness, and reliability, to identify critical gaps and areas for improvement. This process included holding alignment and clarification workshops with various departments within the subsidiaries to ensure a shared understanding and agreement on data quality standards.

+ Development of a Relational Data Model
Created a comprehensive relational data model that mapped out data categories, entities, attributes, and relationships, serving as the blueprint for the future CRM system’s data structure.

+ Data Mapping and Transformation Planning
Developed plans for data mapping and transformation tasks that would align existing data with the new relational data model, ensuring data readiness for future migration.

+ Data Consolidation Strategy Development
Formulated a strategic plan for data consolidation, detailing the processes for harmonizing data from multiple sources into a unified, structured repository.

+ Documentation and Handover
Documented the entire data model, consolidation strategy, and system design, and provided detailed handover materials to the client’s IT and data management teams for future implementation.

+ Comprehensive Requirements Management & Tender Document Preparation
The project began with extensive requirements management, where all business and technical needs were captured in detail. This process ensured that the project’s scope was clearly defined. Based on these requirements, we created detailed tender documents to accurately convey the project’s objectives and requirements to potential suppliers.

+ Supplier Engagement & Tender Process
Following the preparation of tender documents, we engaged with potential suppliers to assess their capabilities through a structured longlisting and shortlisting process. This phase also involved negotiations with the corporate procurement department to secure the most suitable supplier agreements.

+ Workshops & Requirements Management
Once the supplier engagement was finalized, we conducted structured workshops with key stakeholders, including management and technical teams, to gather specific project requirements. During these sessions, we documented all internal and external processes and identified areas for optimization to ensure that the project aligned with the organization’s goals.

+ Business & IT – Process Analysis, Design & Optimization
An in-depth analysis of existing processes was carried out, including interviews with technical personnel and IT department. The insights gained from this analysis allowed us to further optimize the processes based on the identified project requirements, improving operational efficiency and effectiveness.

+ IT System Review & KPI Management
Next, a comprehensive review of the existing IT infrastructure was conducted, with a particular focus on integrating Key Performance Indicators (KPIs) into the CRM system. This step ensured that the new system would support the organization’s long-term performance metrics and goals.

+ Interface Evaluation & Development
To facilitate seamless communication between backend systems and the central platform, all system interfaces were evaluated. Based on this evaluation, interfaces were either adjusted or newly developed as needed to ensure efficient data exchange and smooth collaboration between various stakeholders.

+ IoT Technology Assessment
We assessed the potential integration of Internet of Things (IoT) technology, presenting a detailed pros and cons analysis to the management team. This guided the decision-making process for incorporating IoT into the project.

+ Business Process Design
Utilizing the findings from the workshops and process analysis, we designed new business processes to optimize operational workflows. These processes were tailored to ensure that the service unit operated efficiently and was responsive to the needs of all stakeholders.

– Agile Coordination with SCRUM Team
Derived user stories were then coordinated with the external SCRUM team to ensure timely and incremental delivery of project features. This agile approach provided flexibility and facilitated continuous improvement throughout the project lifecycle.

+ Responsive Design Implementation
As part of the web-based solution, we implemented a fully responsive design to ensure a seamless user experience across various devices. This improved accessibility and user interaction for all stakeholders.

+ Mobile Application Development
In collaboration with an external service provider, we managed the development of a mobile application for iOS and Android. OBEYA oversaw the coordination of the entire process, ensuring the integration of GPS data and creating a user-friendly platform for municipalities and citizens to report light point outages quickly and easily. The app’s timely delivery and integration aligned with the overall objectives of the project.

+ Analysis of Existing Requirements Documents
OBEYA conducted a detailed review of the existing requirements catalogue, which had been derived from the RFI. We identified key areas where the requirements lacked clarity and consistency, focusing on ensuring that technical, functional, and legal aspects were well-defined. This analysis was performed in close collaboration with the IT department to align on technical requirements and the Legal department to ensure compliance with procurement regulations.

+ Evaluation of Vendor RFP – Responses
A thorough evaluation of vendor submissions was carried out, revealing that many vendors responded with “100% Requirements Compliance” without providing details on how they would achieve this compliance.
We worked together with both the procurement department & IT department to assess these responses and highlighted gaps that made it difficult for the client to estimate the complexity, effort, and costs of implementation.

+ Stakeholder Management & Reporting
OBEYA facilitated regular communication between the IT, legal-, and procurement departments, ensuring all stakeholders were aligned.
We developed high-level reports for the management team, summarizing the challenges & issues identified in the vendor submissions and providing strategic recommendations for refining the requirements to elicit more detailed responses in the next tender round.

+ Workshops on Clarifying Requirements
Workshops were conducted to refine the technical and operational requirements with key stakeholders, including representatives from IT, Legal, and Procurement.
These workshops were essential in developing clearer and more precise requirements, ensuring that vendors would have to provide comprehensive details in their future submissions.

+ Revision of Requirements Catalogue
OBEYA revised the requirements catalogue based on the findings from our analysis and the workshops. This updated version ensured that all technical and functional specifications were clear, detailed, and aligned with the company’s goals, while also being legally compliant with procurement standards. This revision aimed to prevent future vendor responses from being vague or incomplete.

+ Communication and Clarifications with Vendors
We maintained open and impartial communication with vendors throughout the ongoing tender process. OBEYA ensured that vendors received all necessary clarifications on the revised requirements and guided them in providing detailed responses to how they would meet the technical specifications and what resources they would need for implementation.

+ Risk Assessment and Contingency Planning
OBEYA conducted a risk assessment to identify potential challenges related to the vague responses from vendors and the lack of detailed implementation plans. We worked closely with the IT, Legal, and Procurement teams to develop contingency plans, ensuring that the next round of submissions would provide the necessary detail for a more thorough evaluation.

+ Strategic Planning for CRM System Design
We operated the strategic planning for the new CRM system, focusing on aligning it with the specific customer lifecycle and customer self-service needs.
Our goal was to ensure that the CRM was future-ready, scalable, and flexible enough to handle the company’s evolving customer engagement strategies.
We also ensured that the CRM met regulatory requirements by incorporating a multi-tenant architecture, maintaining strict data separation between business units.

+ Process Governance Review and Establishment of New Governance Standards
Our team conducted a thorough review of the existing governance structure to identify gaps that could affect the CRM’s success and to improve efficiency.
Together with different MUSP departments we developed new governance standards, ensuring that the CRM would operate within a framework that could adapt to future growth and ensure compliance with regulatory guidelines.

+ Redesign of Customer Data Model and KPI System
We performed an in-depth analysis of the existing customer data model and KPI framework, which no longer supported the growing needs of the MUSP. We redesigned these elements to improve data integrity, accessibility, and usability across departments. The new KPI system was designed to provide actionable insights into customer behavior, enabling smarter decision-making across marketing, sales, and customer service.

+ Business Process Redesign to Support Customer Engagement
Working closely with Marketing, Sales, Controlling, and IT, we redesigned key business processes to support enhanced customer engagement and self-service capabilities. This included the integration of intelligent chatbots to automate routine customer service tasks, ensuring that human agents were only engaged at a second level when complex inquiries arose.

+ Requirements Gathering from Cross-Functional Teams
We worked closely with cross-functional teams across Marketing, Sales, Controlling, and IT to gather comprehensive requirements for the CRM system. This collaboration ensured that the system design would meet the specific needs of each department while maintaining an overall cohesive approach to customer management.

+ Comprehensive Analysis of Core Business Processes
OBEYA conducted an in-depth analysis of the publisher’s key processes to identify opportunities for automation and efficiency gains. Core processes included:

+ + Sales and Order Management Process:
Evaluated workflows covering customer identification, product presentation, quote generation, and order completion, ensuring alignment with the publisher’s sales cycle for magazines and sheet music.

+ + Service Delivery Process:
Examined the fulfillment process for both physical and digital products, ensuring the timely delivery of magazines and sheet music per customer specifications. This included aligning inventory and production schedules to customer orders and automating key steps in the delivery workflow.

+ + Content and Product Delivery Process:
As the primary operational process, this involved ensuring timely and accurate delivery of products, including print and digital editions, in line with customer requirements.

+ + Customer Data and Engagement Management:
Focused on capturing and utilizing customer data to enhance engagement, streamline communications, and support targeted marketing efforts.

+ + Quality Assurance and Control Process:
Established quality standards for product delivery and customer service, implementing measures to track satisfaction, review content, and address any corrective actions as needed.

+ + Invoicing and Billing Process:
Assessed end-to-end invoicing, payment processing, and resolution of billing inquiries to ensure a smooth customer experience post-purchase.

+ + Customer Support and Maintenance Process:
Developed processes for managing post-sales customer support, including ongoing service and issue resolution to maintain strong, long-term client relationships.

+ Customer Data Model Design, KPI Integration & Process Alignment
OBEYA developed together with different departments a centralized, relational customer data model and Key Performance Indicators (KPIs) that fully integrated, enabling comprehensive data-driven insights and control mechanism. This data model was “married” to the redesigned workflows, ensuring that customer data was entirely embedded in key business processes, improving data accuracy, reducing redundancies, and enhancing accessibility across departments.

+ System Selection
CRM vs. ERP Assessment
Conducted a structured assessment of CRM and ERP system capabilities. Evaluated both cloud-based CRM options and on-premise solutions to reduce operational costs and avoid specialized in-house IT needs, prioritizing solutions that support scalability and flexible integration.

+ Technical Workshops and Knowledge Transfer
Organized workshops to introduce employees to system capabilities and gather workflow requirements. Provided technical training on new automated processes, supported by a transition coach to guide staff adaptation to digital workflows.
Workshops with Vendors at the RFP stage

+ Development of a Requirements Catalogue
Compiled a detailed requirements catalogue with functional and non-functional specifications to guide system selection. Included technical criteria for data handling, process automation, and compliance, aligning with the publisher’s strategic objectives.

+ Closed RFI and RFP Management
Managed RFI and RFP stages with selected vendors, using feasibility workshops to validate system compatibility and ensure process alignment for each of the publisher’s needs.

+ Oversaw System Setup and Integration for the Cloud-Based CRM Solution
Managed the CRM system setup to automate workflows across sales, order management, service delivery, and quality assurance. Configured data integrations with finance and communication systems, ensuring seamless, end-to-end process execution across departments

+ Mobile Application Concept and Requirements Definition
Developed the initial concept for the mobile application to align with USP’s customer engagement and operational goals. Defined detailed requirements in collaboration with the USP’s business units to ensure all functional, technical, and user needs were addressed.

+ Product Backlog Management and Prioritization
Created and maintained the Product Backlog, prioritizing items to maximize value delivered with each Sprint. This included incorporating feedback from stakeholders and adjusting priorities as project requirements evolved.

+ Sprint Planning
Conducted Sprint Planning sessions with the external Scrum team, selecting high-priority tasks from the Product Backlog to set clear goals for each Sprint. Established a Sprint Goal to focus efforts on delivering tangible increments.

+ Daily Standups and Scrum Routines
Facilitated daily standup meetings to review progress, synchronize efforts, and quickly address any blockers. Ensured alignment with SCRUM’s agile principles, promoting transparency and efficient communication.

+ Increment Development and Testing
Oversaw the development of application increments, ensuring each increment was “done” per the Definition of Done criteria. Coordinated testing with internal and external stakeholders to validate functionality and usability.

+ User Story Creation and Refinement
Collaborated with business units to develop user stories that captured detailed requirements. Each story was iteratively refined, contributing to a comprehensive and actionable Product Backlog that guided the development process.

+ Use Case Development and Test Scenario Definition
Created detailed use cases and test scenarios to define application workflows and validate system behavior for both internal users and external customers. These test cases ensured that all requirements were met across various usage scenarios.

+ Workflow and Process Analysis for Technical Integration
Conducted an in-depth analysis of existing workflows and business processes to ensure full alignment with the technical infrastructure. Mapped these processes to the mobile application and identified areas for automation, significantly enhancing efficiency across departments.

+ Architecture Review and Coordination with USP’s IT Team
Held structured architecture discussions with USP’s IT architects to define the technical requirements and establish necessary integration points with backend systems, including CRM, SAP-SD, and the hardware and consumption data management systems. These discussions ensured compatibility and performance stability.

+ Backend Data Model Adaptation and Review
Led a comprehensive review and adaptation of the backend data model to support the specific needs of mobile workflows. Ensured that data integrity was maintained across CRM and SAP-SD modules and that the data model was optimized for efficient data flow and storage.

+ Sprint Retrospective for Continuous Improvement
Conducted Sprint Retrospectives at the end of each Sprint to identify improvement areas, optimize processes, and enhance team efficiency in subsequent Sprints.

+ Documentation and Knowledge Transfer
Created comprehensive project documentation, including process maps, test cases, training materials, and technical specifications. Facilitated workshops for the external
Scrum team and USP stakeholders to ensure thorough knowledge transfer and alignment with operational standards.