Project Context
Nimbus Health, a mid-sized telehealth company, is replacing its legacy CRM with Salesforce to unify patient support, sales, and renewal workflows before the next enrollment season. You are the program manager leading a 16-person cross-functional team, and leadership wants the migration completed in 12 weeks to avoid running two systems during peak volume.
The project matters because the current CRM causes duplicate records, delayed follow-ups, and inconsistent reporting across support and revenue teams. Executives agree the migration is important, but they are not aligned on the primary goal: Sales wants faster lead routing, Support wants no disruption to patient cases, Finance wants accurate renewal reporting, and Engineering wants to reduce custom integrations.
Key Stakeholders
Primary stakeholders include the VP of Sales, Director of Patient Support, CFO, Engineering Manager, and the Salesforce implementation partner. Their priorities conflict: Sales is pushing for a broad phase-1 scope, while Support wants a slower rollout with extensive training and Finance will not approve launch without validated reporting.
Constraints
- Timeline: 12 weeks, with a hard go-live deadline of September 15
- Budget: $420,000 total, with $85,000 remaining contingency
- Team: 16 people across product ops, engineering, analytics, training, and vendor resources
- Data volume: 2.4 million customer records to migrate
- Dependencies: SSO integration, finance reporting validation, and vendor configuration sign-off
Complications
- The VP of Sales has already told regional managers that all automation features will be live at launch, though several are not yet scoped.
- The Director of Patient Support says her team cannot absorb more than 4 hours of training per agent during the rollout month.
- The implementation partner has warned that custom case-routing logic may add 2 extra weeks if kept in phase 1.
Deliverables
- Define how you would align stakeholders on a single set of project goals and launch criteria.
- Create a 12-week execution plan with milestones, owners, and dependency management.
- Recommend scope trade-offs for phase 1 versus post-launch.
- Identify the top risks to alignment and delivery, with mitigation plans.
- Specify how you would communicate decisions, status, and escalations through launch.
