Tell us about a time when you prepared a business case? How'd you get started? What was the final outcome?

Question Analysis

This question is behavioral in nature and seeks to assess your experience and skills in preparing a business case. The interviewer is interested in understanding how you approach a significant business task, specifically how you initiate the process, the steps you take, and the results you achieve. It's important to demonstrate your analytical skills, strategic thinking, and ability to influence stakeholders. Using the STAR (Situation, Task, Action, Result) method will help you structure your response effectively.

Answer

Situation: In my previous role at XYZ Corporation, we identified a need to streamline our customer service processes to improve efficiency and customer satisfaction. The management team required a detailed business case to assess the viability of investing in a new CRM system.

Task: My responsibility was to prepare a comprehensive business case that outlined the current challenges, proposed solutions, potential benefits, and the financial implications of implementing the new CRM system.

Action:

• I began by conducting a thorough analysis of our existing customer service operations, which included gathering data on response times, customer feedback, and service costs.
• I consulted with various stakeholders, including customer service representatives, IT staff, and finance personnel, to gain diverse perspectives and insights.
• Next, I researched potential CRM systems, evaluating their features, costs, implementation timelines, and compatibility with our existing infrastructure.
• I compiled all the information into a detailed business case document, which included an executive summary, problem statement, proposed solution, cost-benefit analysis, and a risk assessment.
• I presented the business case to the management team, highlighting the key benefits such as improved customer satisfaction, reduced service times, and cost savings.

Result: The management team approved the proposal, and we successfully implemented the new CRM system within six months. As a result, we saw a 30% improvement in customer service response times and a significant increase in customer satisfaction ratings. The business case also demonstrated a return on investment within the first year, validating the decision to proceed with the project.