60 Interviews, 81 Requirements, One Expert CRM Implementation

Spreadsheets can't scale a multi-region construction company.

The firm had grown largely through acquisition, leaving its regional districts operationally isolated from one another. Leadership had a mandate to change that: foster healthy competition across districts, get visibility into multi-decade contract relationships, and find opportunities for districts with complementary expertise to collaborate on joint pursuits.

The problem was they didn't know which technology could do it. They asked Digital Mass for a completely neutral evaluation: no predisposed recommendation, no vendor relationship to protect.

A fiduciary-grade evaluation process.

1. 60 stakeholder interviews

   Conducted interviews across levels and departments in the business, inclusive of the Executive Team, District Managers, and Internal IT.
2. 81-point requirements matrix

   Built a matrix of 81 high-level technical and functional requirements this organization needed a CRM platform to satisfy.
3. Market analysis

   Crafted an analysis of CRM platform offerings, interviewing and watching demos from over 20 companies across niche players, mid-market offerings, and enterprise platforms.
4. Shortlist and selection

   Selected a shortlist of 3 best contenders, created a narrative-driven use case incorporating the 81 critical requirements, coordinated on-site presentations, and facilitated final CRM selection based on the requirements scorecard.

From evaluation to implementation: one continuous partner.

Digital Mass served as a single consistent partner from initial evaluation through implementation, meaning the strategic vision that shaped the CRM selection was the same one that guided how it was built.