The CIO of a large insurance company had an imperative to build an IT infrastructure that would enable the company to manage global customer relations from technical aspects to marketing. The company was so large and with multiple ways of interfacing with customers and contracts, it was impossible to track all contracts. Therefore, they needed a central IT infrastructure to track customer relations.
The CIO hired Insigniam to empower the team as they worked to create a viable pilot program that could be rolled out globally.
They had three pilots for each arm of the business of which two had to be successful. The breakthrough goal agreed upon by the team was to have all three pilots succeed and they aligned on the measures that would indicate a breakthrough in achieving a viable pilot. The measures included scope and timeframe. Two of the pilots fully met the measures. The third was 95% successfully completed on scope and on time.