The Client
The LexisNexis Group provides information to legal, corporate, government, and academic markets. The Group publishes legal, tax, and regulatory information via online, hard copy print, and CD-ROM formats.
The Challenge
The LexisNexis telesales group faced a challenge in overcoming legacy system performance and integration issues within its sales process. Lack of integration between the various point solutions resulted in the evolution of different and contradictory processes between the various telesales organizations. In many cases, they had redundant data between groups and a general lace of data quality.
Haverstick Consulting played a significant role on a multi-vendor project team over a one-year timeframe. Haverstick Consulting was instrumental in the analysis and configuration efforts and led the quality assurance and end-user education phases of the project. They started in their telesales group since they had the strongest initial business case for process standardization. Portion so f the telesales group were using a competing CRM application; it was their intention to get the majority of users off of that application b the end of the year. The telesales group was also in the process of consolidating departments in two different cities. The Siebel implementation was a critical factor in the transition of operations to Dayton.
The Result
The solution implemented has allowed LexisNexis to incorporate application-driven standard processes and best practices that can now e followed by everybody in the entire sales organization. To assist the sales associates in servicing and selling to customers, this project also unveiled a process to combine multiple customer records into one account scheme, providing quick access and reporting. Haverstick Consulting is still playing a critical role in the support of the production environment and the on-going phases of LexisNexis’ complete CRM strategy. | 
