Collaborate, Communicate, Commit: Preparing a Team of Project Owners
In the beginning stages of preparing a business case for change, it’s important to have clearly identified roles and responsibilities within the team of project owners. That should start by defining who in the business will manage certain aspects of the change initiative before, during and after the business case development and subsequent changes being made.
Before drafting the business case, request buy-in from members of the IT/innovation team, finance department and any other related teams that may have a stake in the decision-making process. This will also need to include end users, or their team leads. Gathering as much feedback as possible before beginning the business case is highly recommended as it allows for proactive progress instead of reactivity.
Create an In-Depth Overview of Business Problems to Solve
To better communicate an enterprise’s specific business problem or problems as well as the potential solutions, the team responsible for developing the business case must understand these issues inside and out. This will require involvement from IT teams, end users, customer service teams and others who can act as subject matter experts on the current products being used to manage customer communications across the company.
Gathering feedback from all parties involved in the process is important and should help provide the needed insights to move forward in identifying the business problems to solve. These insights are necessary to define the potential risks or losses, solutions to the problems and, of course, potential ROI.
Not only will the problems and recommended solutions need to be well defined, the software and its capability to transform customer communications must be abundantly clear. This will help alleviate unmet expectations in the long term and allow stakeholders or decision makers to see a wider view of the potential for success in the near term. An in-depth overview of the business problem might include:
What’s causing the business problem(s)
Issues related to existing processes or current technology
How the problem impacts the company, its wider goals and its market strategy
If the aspects driving the need for change are costing the company money and time, impeding growth or causing customers to have poor experiences, this will be identified in a business problem analysis. Be sure to keep the messaging clear and based on facts. The more data compiled to help make the case for change, the better. Highlighting how the problems or challenges will impact the organization both in the short and long term are recommended.