Challenge

CRM is a strong system which consist of critical information of an organization. And hence it is must  to revoke the access of this tool for the users who has left the organization. This exactly was the  challenge that I was faced with. The information about user exit was provided late to us as there are  multiple communications involved in the same. This delay resulted in ex-employees accessing the  CRM tool through their mobile app till the time their access was revoked. It was necessary to  proactively find out solution for this instead of waiting for information to arrive.

Selection

This is where Mind Mapping helped me. This tool helped me to identify the area through which I was  able to get the data directly of the users who has left the organization. In addition, it also helped in  me looking out for the areas in the CRM tool where the user had the ownership. To have an accurate  data in CRM it is must that the data ownership should be with active owner.

Application

As a first step I developed a program which linked me to my organization’s corporate directory. It  helped me to identify who amongst my CRM users has left the organization.

As a second step, I prepared another program which helped me to identify the data areas where the  ex-user had the ownership. Through mind mapping I was able to identify that there were 10 areas  which needs to be looked into and updated in order to have correct data in the CRM. When I started  this activity manually it use to take 6 hours per day of my time. Then I decided to once again design  the program which would run the check for me on these areas. Once the program was prepared my  6 hours of efforts were reduced to 1 hour.

With all the information about the user and the data ownership, I started approaching the business  units and was able to revoke the access and transfer the data to active owner on real time basis.

Insight & Approach

The tool helped me to solve not only identify and solve my user deactivation problem but also  helped me to look out for the areas which helped me to cleanse the data. The users identified as  inactive in corporate directory were of huge number when we started the activity as they were  never identified as inactive. Deactivating them in CRM tool helped in recovering license cost and  helped in allocating the licenses to the deserving user. Thus, Mind Mapping helped me in Redefining  my entire user deactivation process.

As this mind mapping approach effectively helped me on my problem solving, next time I would use  all the design thinking activities as the starting point of my activities. Design techniques not only  provide solution but also provides the exposure to areas which change the approach of resolving the  problem.


Challenge CRM is a strong system which consist of critical information of an organization . And hence it is must to revoke the access of this tool for the users who has left the organization . This exactly was the challenge that I was faced with . The information about user exit was provided late to us as there are multiple communications involved in the same . This delay resulted in ex - employees accessing the CRM tool through their mobile app till the time their access was revoked . It was necessary to proactively find out solution for this instead of waiting for information to arrive . Selection This is where Mind Mapping helped me . This tool helped me to identify the area through which I was able to get the data directly of the users who has left the organization . In addition , it also helped in me looking out for the areas in the CRM tool where the user had the ownership . To have an accurate data in CRM it is must that the data ownership should be with active owner . Application As a first step I developed a program which linked me to my organization ’s corporate directory . It helped me to identify who amongst my CRM users has left the organization . As a second step , I prepared another program which helped me to identify the data areas where the ex - user had the ownership . Through mind mapping I was able to identify that there were 10 areas which needs to be looked into and updated in order to have correct data in the CRM . When I started this activity manually it use to take 6 hours per day of my time . Then I decided to once again design the program which would run the check for me on these areas . Once the program was prepared my 6 hours of efforts were reduced to 1 hour . With all the information about the user and the data ownership , I started approaching the business units and was able to revoke the access and transfer the data to active owner on real time basis . Insight & Approach The tool helped me to solve not only identify and solve my user deactivation problem but also helped me to look out for the areas which helped me to cleanse the data . The users identified as inactive in corporate directory were of huge number when we started the activity as they were never identified as inactive . Deactivating them in CRM tool helped in recovering license cost and helped in allocating the licenses to the deserving user . Thus , Mind Mapping helped me in Redefining my entire user deactivation process . As this mind mapping approach effectively helped me on my problem solving , next time I would use all the design thinking activities as the starting point of my activities . Design techniques not only provide solution but also provides the exposure to areas which change the approach of resolving the problem .