Challenge
A top Australian energy company, serving approximately 1.7 million customers for over 100 years, was looking to move to an Agile and/or DevOps model.
Their call center staff had to search multiple systems for customer information, hindering efficiency.
They needed a CRM solution and also needed to determine how best to test the application and its integrations with existing systems.
CPT Global’s Actions
CPT Global was engaged to manage testing on the Agile delivery of a case management tool using Salesforce.
CPT’s Senior Test Manager was embedded in the client’s scrum team. We also produced both a Test Strategy and Test Approach for the CRM Program.
Our team delivered criteria for assessing automation frameworks and a high-level test approach for the first iteration of the CRM.
Results
- Agile Test Management and team support to deliver a case management tool.
- Delivered a testing strategy for the CRM Program initiative.
- A Senior Test Manager was embedded in the client’s scrum team.
- Delivered criteria for assessing automation frameworks.
By partnering with CPT Global, the company improved efficiency, adopted Agile practices, and modernized customer service delivery.
