How to measure the benefit of an investment?
Fortum was implementing a new CRM and understood that Qentinel’s Quality Intelligence with Value Creation Model™ and Value Paths could give them a broader understanding of their CRM investment. These could provide an answer to Fortum’s core questions: how an investment supports growth, customer experience, and effectiveness.
Fortum needed a visual tool to break down the business ecosystem and measure abstract business drivers, like customer experience, in euros.
Value Creation Model helps in measuring
After interviewing over 15 key people from Fortum, Qentinel Quality Intelligence provided them with the Value Creation Model™ with key Value Paths. By using the model, Fortum is able to calculate and measure not only reduction of manual work in different work phases but also more abstract elements, like customer experience, customer retention, and sales steering.
For Fortum the Business Case Management service provided a framework, which helps them to see comprehensively how different development projects affect each other through a series of causes and effects. Visual representation of the Value Paths help everyone in the organization, including operations, to see how broadly their work influences other parts of the organisation.