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Project management services in support of corporate enterprise knowledge base implementation

Updated: Nov 14, 2022

Fortune 50 Telecommunications Company

Project execution consulting & organizational change management: a phased approach

For this Salesforce knowledge base migration project, NorthStar provided project execution consulting as well as organizational change management for our client's Contact Center. Project activities consisted of providing overall project management such as defining and planning the schedule, building logs for changes, risks, issues, and building communication plans. For the organization change work, we supported the resource, process and technology integration of multiple corporate, market, and vendor stakeholder groups.

The project was split into phases; phase 1 included initial application set-up & configuration and infrastructure set-up, establishing national & initial market application architecture, and conducting knowledge transfer from vendor professional services.

Phase 2 included execution, control, and project close. As a team who values strategy execution, our role in this phase included not only a successful knowledge base migration but planning for post-deployment maintenance. Change control was also managed by NorthStar and in combination with sound risk monitoring, decisive mitigation actions and artful action and issue management, the project was delivered on time and to the agreed requirements. Lessons learned capture and project continuity documentation were part of the seamless closure activities.

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