Heijmans – CRM and FSM: One shared To-Be Vision for multiple regional organisations.

Case details

Situation & background

The Energy & Infra (E&I) organization within Heijmans is responsible for the management, maintenance and projects of its customers' infrastructure in a competitive market with relatively tight margins. As a result, inefficiencies in these processes and organization quickly have a major impact, which means that margins are squeezed or even lost.

However, the E&I organization is also a fragmented organization: E&I is organized in 4 regions in the country, each of which operates autonomously: Its own management, its own interpretation of processes and functionaries and other choices when it comes to its digital and IT resources, organization and employees. All factors that have a major influence on the efficiency of the organization, the operation and therefore also the result.

The challenge

Map out needs about process and organization.

Within a change project, the E&I organization is therefore kept under the spotlight on various spearheads, with uniformity, harmony and efficiency being central.

Intouch365 was asked to map out needs about process and organization, concerning digital resources, together with employees from all layers of the organization (from management to technicians). These functional requirements about process and organization have been translated into an optimal and uniform TO-BE Architecture for the various regions, in order to improve efficiency in the operation.

THE PROCESS

Project and approach

Knowing that this project has a major impact on all layers of the organization and that it goes together with intensive change management, it was immediately clear that support for change amongst all stakeholders was essential for the success of this project.

After the process improvers of Heijmans and the various regions mapped out their way of working together with those involved in the process, a single, cross-regional uniform process blueprint was created.

Based on this blueprint, Intouch365 used an interactive approach to work with various employees (from management to technicians) to derive functional wishes and needs from this process blueprint. Inspiration visits were organized with multidisciplinary groups to organizations with similar types of work processes in order to help the participants break free from their current way of thinking and working. Interactive sessions were organized with stakeholders that triggered them to think about functional needs in their own work processes.

Before this there were 1:1 interviews with regional management to incorporate their vision into the To-Be Design as a foundation and commitment to support the later change.

Together, these elements have been incorporated into a To-Be design for digital resources, architecture and functional needs of employees for a new CRM and Field Service Management Platform for the various regions. Based on this design, a supplier selection process was carried out together with the other Heijmans business units for a single organisation-wide supplier and solution for CRM and Field Service Management.