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From vision to implementation


Shell Customer Operations set a vision to transform the experience of its customers and employees. Underpinning this vision was the re-platform of its CRM technology from SAP CRM to Salesforce Service Cloud. The scope of the programme covered 1,500 customer operations specialists across ten different B2B product lines, in 33 markets, supported out of 15 Customer Service Operation locations. Shell had begun to shape a technology first approach for the programme, however, wanted to place a greater focus on how this programme will realise the vision stated and transform the customer and employee experience. Our team was originally brought in to pivot this technical delivery to a business transformation with an opportunity to revisit the to-be experience, and include the transformation of Shell Customer Operations at the core of the design and delivery process.


Over a three month period, the joint team created a blueprint which revised the programme vision and documented a direct link from the Customer Operations strategy and business case, to the scope of the programme. This included defining what this would mean for customers and employees through a service design approach, what business and solution architecture changes were required and how the programme will be delivered detailing the deployment approach and team structure. Within the blueprint, a new approach was outlined for an accelerated deployment of the platform, which centred on Agile methods that would allow Shell to meet their ambition to deliver foundational service capabilities across key locations in year one.

Following this initial three month period, we also fulfilled a number of delivery roles over the next six months which focused on delivering the plan and supporting the first major market to go live. We provided functional team members with resources across the UK and India to support the continued design and implementation as well as support from a programme leadership perspective and key technical delivery lead roles.


  • Successfully pivoted the programme towards a business transformation perspective through detailing a new vision and restructuring the programme
  • Completed key roles and delivered a tailored training curriculum for Shell resources to enable capability uplift and reduced dependency on Deloitte
  • Successful go live in India and the DACH/Poland markets. All completed remotely due to Covid-19 restrictions
  • Programme set up for success to achieve its business case and outcomes over 2020 and 2021.

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