U.S. DEPT. OF HOUSING AND URBAN DEVELOPMENT (CALL CENTER AND CRM)

PROJECT DESCRIPTION

The Kerr Company worked on a project to assess the design and development of a CRM/Knowledge Management system.

Work involved: (1) Gathering and defining system requirements; (2) Developing and maintaining the requirements matrix used by the COTS vendor; (3) Assessing the CRM vendor’s system design; (4) Reviewing and commenting on the CRM vendor’s deliverable documents, (5) Writing detailed integration and UAT test scripts; (6) Conducting unit and integration tests; (7) Coordinating UAT; (8) Identifying and tracking system defects; (9) Troubleshooting development issues; (10) Understanding the “As-Is” processes and developing the customer contact management “To-Be” process flows; and (11) Developing call center standard operating procedures.

SERVICES PERFORMED BY THE KERR COMPANY

   Business Process Analysis
   System Requirement Development
   Test Script Documentation and Execution
   Defect Tracking
   Call Center SOPs Development
   Customer Relationship Management (CRM) System Assessment