Francesco Musso

A hybrid Functional Consultancy and Project Management role, overseeing the whole lifecycle of a sales and case management system replacing multiple legacy systems and integrating with numerous remaining legacy systems. I led the project and was heavily involved from production of the BRD, functional design, managing development by an offshore team, data cleansing and migration, UAT, communications, launch, user adoption and support, transition to BAU, expanding functionality to on board additional teams, continuous improvement cycles with a focus on enhancing the user experience, and design of the version 9 upgrade The project was delivered on time and on budget for an initial 370 users across 36 sites in the UK and the solution went on to be used as the template for a global rollout for multiple brands under the same parent company Integrations • Combination of near real-time integrations and scheduled jobs based around a central CIR • Internally developed CPQ tool • Engineer field service application developed on the Kony platform • JD Edwards ERP system • Web service integrations with Experian for company information, and MK Denial for international trade compliance, DocuSign and Verisae Reporting • Replacement of legacy QlikView dashboards and reports • Power BI dashboards • Fetch XML reporting suite with Visual Studio

I was responsible for guiding the university through the journey from initial business case through to creation of a detailed functional specification maximising the opportunities offered by the most cutting edge CRM platforms, developing a working prototype in Microsoft Dynamics 365, and completion of the vendor selection process and project managing the implementation. Responsibilities included: • Management of the tender and vendor selection process • Advising in the capacity of CRM subject matter expert • Gathering requirements • Documentation and enhancement of business processes • Creation of test scenarios to challenge potential vendor solutions at the tender stage • Translation of the business case into a platform-agnostic functional specification • Project management of 12 work streams and third party supplier This role consisted of project management, business analysis and functional consultancy for the requirements gathering and tender stages for a best-in-class university marketing and recruitment CRM system. As the resident CRM subject matter expert, I was responsible for building detailed requirements around the university’s business case and functional areas within CRM. This ambitious project involved a high level of complexity with integration with multiple other information systems including an applicant portal, the university website’s content management system, the student information system, the Agresso finance platform, the Cisco telephony system, the university’s student-facing mobile apps, Adobe Campaign and the QlikView business intelligence platform. I developed a fully functional proof-of-concept admissions system based on Microsoft Dynamics 365 maximising out-of-the-box configuration tools, including a web portal allowing for submission, and updating of enquiries and applications, prospectus requests, upload of supporting documentation and self-service profile updates, acceptance of offers and workflows to request deferral or withdrawal

As a hybrid project manager, functional consultant and customiser, I was responsible for the full life-cycle of the project, from scoping, design, implementation, report writing, managing system test and UAT, writing training materials, delivering pilot training sessions and train-the-trainer workshops as well as delivering post-go live support and a handover to the in-house systems support teams. As a non profit, current and future budget constraints played a key part in all decisions. As such, the system was designed from the ground up to maximise out of the box configuration and customisation options, reducing the need for development resource now and in the future.

Functional consultancy and training delivery for approximately 250 end users on a CRM system focussed around managing a 145,000-strong membership. Key integrations include direct debit processing, a member-facing portal, bulk communications and Postcode Anywhere address and sort code validation. Responsibilities included: • Present prototype solutions to the executive board to promote director-level buy-in • Conduct user experience workshops • Map user requirements to functional areas with and the most efficient user interface options with a focus on the user journey and improving user adoption • View and dashboard configuration • Form design and customisation • Report creation • Design and delivery of train-the-trainer sessions for BMA’s in-house trainers • Training materials design • Train IT admin staff in both CRM administration and end-user functions • Development of use-case and prototype for upgrade from Dynamics CRM 2013 on-premise to Dynamics CRM 2015 online utilising the latest functionality in Update 1

Functional consultancy and training delivery to approximately 80 users for a new web-facing Dynamics CRM 2013 implementation replacing an existing bespoke CRM system in an Agile environment This was a highly customised system integrated with many external systems including Sage accountancy software, an internet based bank account validation service, PH Media’s client facing web portal and in-house infographic generation package. As such, extensive requirement gathering, configuration and testing was required. Responsibilities included: • Requirements gathering • Mapping user requirements to functional areas and automation options • User experience consultancy • View configuration • Chart creation • Security role definition • Dashboard design • Coordination of User Acceptance Testing • Building an interactive commend reference helping users map existing menu commands and fields to the new system • Training video creation • Paper-based documentation including user guide, crib sheets and quick reference guides • Classroom training for varying roles including Senior Management, Accountancy, Credit Control, Audio Branding, Music Production, Engineers and Desktop Support staff

The aim of the project was to capitalise on the new functionality introduced in CRM 2011 and 2013 in order to: • Drive user adoption through improved user experience • Move away from custom code and plugins towards user-configurable automation options such as business rules, realtime workflows and dialogues • Convert complex manual processes into intuitive dialogues • Consolidate related records into Business Process Flows Responsibilities included: • Requirements gathering • Mapping existing processes to the most effective alternatives provided by CRM 2103 • Design and implement a working prototype of the 2013 system • Provide demonstrations to key stakeholders and system champions • Design and delivery of train-the-trainer sessions to support the in-house training function

Custom CRM 2011 implementation based on case management, triage, evidence gathering, audit and root-cause analysis within investment banking Responsible for design and delivery of role-specific training in the area of complaints management and resolution to approximately 100 users distributed across various functions throughout the organisation that need to collaborate towards resolving complaints for the best possible customer outcome. Provided functional and user experience consultancy to the project management and business analysis teams.

Design and delivery of training to approximately 800 staff on Microsoft Dynamics CRM 2011, Windows 8, Office 365 and Microsoft Lync 2013. The main objective was to utilise CRM to add value to the customer experience, delivering excellent customer service and providing a consistent view and live history of each customer across all departments. The role entailed designing custom, role-specific materials and delivering meaningful workshops specific to the needs of each team and providing an understanding of how the systems can be best used to delight customers. An agile, flexible approach was vital in this role due to the fast paced system development, which continued in parallel with the training rollout. Part of my responsibility was to act as an ambassador for end-user needs and requests and to feed these back to the development team. Delivery of a comprehensive handover to Metro Bank’s in-house training team on all aspects of Microsoft Dynamics CRM, and on the creation of bespoke e-learning materials in order to sustain the existing skill-base and evolve the training materials as the system develops over time.