The client had decided to replace their existing Customer Relationship Management (CRM) system and identified two providers who were suitable. They engaged Staverton to carry out a robust review of the commercial elements, ensuring the best value was achieved, both in terms of costs and service levels. It was quickly established that there was one preferred supplier and the process was then focused on achieving a good commercial position with them.

Approach / Proposal

Proposed Project Objectives

International Coverage: All regions to be included at no extra cost.

Ensuring credits for downtime were appropriate as well as, that all relevant management information was passed on to the client.

Roles, Responsibilities and Locations:  Clarification of the person specification and rate card (blended) and where the work will be carried out-ensuring no impact on expenses.

1: Further reduce annualised costs of the system including both license and implementation fees.

2: Consider both international and growth implications ensuring that both are reflected positively in total fees and long-term performance.

3: Work with the successful supplier to create fit-for-purpose Service Level Agreement with trackable and measurable KPIs.


By interrogating the commercial proposition and carrying out a robust negotiation process, Staverton was able to achieve a further 11%  saving for the client. As well as this cost reduction Staverton was able to ensure a fit-for-purpose SLA was included in the contract with measurable KPIs and Management information to be provided.

Annualised Savings

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