Paper ID

1118

Paper Type

teaching

Description

This case discusses the journey of an energy corporation that implements a CRM system and faces the challenges of technology-driven organizational change management, depicting the chartering, project, and shakedown phases and unveils organizational and management challenges. It took a year-and-a-half until the business implemented an operational CRM system to support customer services. The implementation in the other departments has only just begun. Therefore, students take on the role of Carter, an IT-project specialist with a background in crowdsourcing, who takes over the CRM project after the business’ merger with a smaller competitor. Carters job is to bring new perspectives into the project and to highlight the importance of user involvement. It is up to him to find out what went well and what needs to be addressed in their future project to improve the ongoing software implementation project and devise an improved blueprint for future digitization projects to come.

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Take the wheel - Technology-driven Change in the Energy Sector

This case discusses the journey of an energy corporation that implements a CRM system and faces the challenges of technology-driven organizational change management, depicting the chartering, project, and shakedown phases and unveils organizational and management challenges. It took a year-and-a-half until the business implemented an operational CRM system to support customer services. The implementation in the other departments has only just begun. Therefore, students take on the role of Carter, an IT-project specialist with a background in crowdsourcing, who takes over the CRM project after the business’ merger with a smaller competitor. Carters job is to bring new perspectives into the project and to highlight the importance of user involvement. It is up to him to find out what went well and what needs to be addressed in their future project to improve the ongoing software implementation project and devise an improved blueprint for future digitization projects to come.