Background
About the client
A leading European private equity fund manager with €20bn in assets under management.
About Holland Mountain
Holland Mountain is a specialist consulting firm and data solutions provider for private markets with over 350 successful digital strategies and transformation projects for Private Capital managers. Holland Mountain has extensive experience in implementing CRM systems for private capital firms and has deep expertise in implementing, optimizing, and managing DealCloud.
How to ensure a new CRM system realizes maximum return on the investment?
Having recently selected Dealcloud, the firm wished to implement the solution to support the IR/Fundraising and Investment Teams.
Members of the team had experience implementing CRM systems and were aware of the amount of work required to make them successful.
Therefore, the firm engaged Holland Mountain to manage the full implementation project and fulfill three objectives:
- Set the CRM in line with best practice
- Roll out the CRM in the most effective way, ensure user adoption, and data quality
- Minimize disruption to the business
Our approach: White-glove change management and implementation services
Understanding the needs of each business team
We began by working with each business team to analyze their needs. Where teams operated differently, we standardized as much as possible while retaining the nuances that mattered, then fed those requirements into DealCloud’s design sessions to ensure the system was configured in line with best practice.
Planning and delivering data migration
We then analyzed the firm’s data and produced a plan to collate, cleanse, and augment it, ready for migration, before managing the delivery of the migration itself.
Tracking and reporting progress to stakeholders
Throughout the build, Holland Mountain project managed the implementation, tracking progress across all workstreams against the project plan. We ran an initial round of testing on the configured system, fed issues back to DealCloud for resolution, and supported the business teams through their own testing, logging feedback and managing change requests.
Providing white-glove change management support
Change management support was provided throughout, ensuring the business understood the benefits of the system and was willing to engage with the change. Steering committee input secured the executive-level championship the project needed, and we supported the firm through go-live, on site, to provide user support and further training and maximize adoption.
Post-implementation: Keeping user adoption and data quality high
After the implementation was successfully completed, the firm was keen to ensure that the system continued to be maintained, so that user adoption and data quality remained high. The business decided to continue to engage Holland Mountain on an ongoing basis to act as the DealCloud platform manager.
Through this platform management service, Holland Mountain:
- Manages all day-to-day change requests, ensuring changes are made in line with best practice and the system is not over-engineered.
- Holds a weekly checkpoint call with each team to talk through anything not working as they’d like, drawing on our experience across many private capital firms to find the best solution, and to share best-practice ideas for further reports and dashboards seen at other leading firms.
- Manages data governance, creating dashboards for each team that highlight data gaps, supporting data owners to fill them, and providing Excel templates for higher volumes of data before uploading it for them.
- Holds a quarterly system governance call, giving an overview of all improvements made and an update on incoming DealCloud functionality.
In this way, Holland Mountain supports the firm to maximize the benefits of the system and to realize maximum return on its investment.
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