Centrica
Situation
Centrica is involved in an ambitious programme of investment in its CRM capability which will significantly change the way in which British Gas deals with its customers through 20 million product relationships. Centrica wanted to ensure that all risks had been identified and mitigating actions were in place.
Solution
Charteris carried out a wide-ranging audit in which we interacted with business and IS staff. Our audit covered topics ranging from programme pace, dependencies and governance to the degree of strategic alignment between the business and the programme itself.
Brian Murphy, Centrica's Director of CRM, said, "We wanted an independent view on how well we were managing the programme and its associated risks. The experience of the people at Charteris meant they were able to carry out this work in a credible way."