Kuster CRM Platform Implementation

The DC Department of Buildings (DOB) and the DC Department of Licensing and Consumer Protection (DLCP) engaged Bayne LLC to implement a customized CRM system for the two agencies. The two systems replaced the existing Kustomer system that served the former Department of Consumer and Regulatory Affairs (DCRA), which was split into DOB and DCLP by the District Council in 2022.

Kustomer CRM Platform Implementation

Produced two independent, self-functioning instances of the Kustomer CRM for use by DOB and DLCP:

• Retained all existing functionalities in both instances, including each new agencies’ team or group assignments, including:
  • Customizations
  • Chat channels
  • Channel reporting
  • Manager oversight for assignments and conversations
  • Channel notifications
  • Survey integration
  • Kustomer forms
  • All existing reports and dashboards
  • Workflows, business rules, and templates
  • Application-related searches
• Ensured all historical or legacy data remained available in both instances, including the migration of all appropriate data (g., all resolved and unresolved conversations, groups, and tags).
• Ensured the appropriate transition of open, historical, and closed conversations.
• Ensured the appropriate handling of closure messages to customers during the transition.
• Implemented all organizational updates related to the transition.
• Retained connections to all external applications.
• Provided chat channel custom reports.
• Provided the ability to monitor chats in real-time per queue, and to view chats that are active and queued in support of managing staff levels and efforts.
• Expanded the criteria for saved searches and reports regarding team/division and team members, increasing the maximum number of saved searches and search folders to support the new agencies’ missions.
• Provided one-on-one training to over 500 staff and users/customers, as well as training materials and application support.
• Provided recommendations and best practices to effectively and efficiently transition into separate instances.

Project Management Activities

As project manager, developed a detailed project plan, defined the project’s organizational structure, and developed and maintained a risk register and issue log:

• Created a project workplan.
• Utilized project management software.
• Collected and reviewed existing documentation to gain an understanding of DOB processes.
• Reviewed and assessed the existing technical environment.
• Interviewed selected DOB staff regarding existing business processes for the subject areas, and the current technical environment and future state.
• Developed functional and technical design documentation describing the capabilities and requirements for each new instance and the overall solution architecture, integrations, required workflows, business rules, templates, and other objects by instances.
• Developed conversion plan identifying the data to be converted to each instance and the approach for converting the data.
• Implemented and configured the DLCP and DOB Kustomer instances, ensuring they met the functional and technical design requirements.
• Demonstrated the new instances.
• Developed and executed a detailed test plan, including test cases for the functional and technical design requirements.
• Deployed the new instances.