The Challenge

Addressing inefficiencies in campaign support and delivery processes.

The global auto manufacturer faced several challenges: no formal intake process for campaign support, a culture that avoided saying 'no,' leading to overcapacity teams working on non-value-added tasks, siloed and undocumented delivery processes, and the absence of project plans. These issues hindered the company's ability to prioritize and execute strategic work effectively.

The Solution

Implementing structured processes and tools for enhanced efficiency.

Credera introduced a digital intake process with leadership approval checkpoints to ensure all requests were reviewed before work began. The delivery process was documented and streamlined, facilitating collaboration with external stakeholders to establish a regular planning rhythm and templates. A project management tool was set up as the source of truth for delivery status, ensuring transparency and control over project execution.

The Results

Achieving strategic focus and operational efficiency.

The establishment of the PMO led to the review of 100% of requests prior to work initiation, reducing the proportion of ad hoc CRM work from 80% to 40%. The new review process also resulted in a 60% decrease in unnecessary in-app messages for customers. These improvements enabled the company to focus on strategic work and enhance overall operational efficiency.

• Increased decision-making velocity: Enabled review of 100% of requests before work began.

• Reduced ad hoc work: Decreased ad hoc CRM work from 80% to 40%.

• Enhanced customer communication: Achieved a 60% reduction in unnecessary in-app messages for customers.