ProgramsBMIS476 Integrated Project Management Capstone Course (Fall 2026)ProjectsHRMLESS CRM KPI Validation and Customer Experience Enhancement

Project Title: HRMLESS CRM KPI Validation and Customer Experience Enhancement

HRMLESS

Details
Project Title HRMLESS CRM KPI Validation and Customer Experience Enhancement
Project Topics Artificial Intelligence & Machine Learning Customer Service & Account Management Data Management Information Technology (IT) Research, Analysis, Evaluation
Skills & Expertise AI Tool Utilization Business Analytics Customer Experience Strategy Dashboard design Data analysis Data Collection Grafana KPI Development Problem Solving Project Management Python Report writing stakeholder communication Statistical Validation Time-Series Database Management
Project Synopsis: Challenge/Opportunity
HRMLESS is a software company that excels in developing HR and applicant-tracking software. Their platform is already in production, allowing them to collect real customer behavior data. However, a significant challenge they face is that their CRM KPIs are unvalidated, and there's uncertainty around whether these metrics accurately reflect the business's performance and customer experience.

This gap in validated KPIs can have detrimental effects on business decisions, customer satisfaction, and overall company performance. Without a clear understanding of customer friction points and reliable metrics, HRMLESS struggles to optimize their customer experience and improve their services effectively.

The project directly addresses this challenge by providing students with an opportunity to develop and validate these KPIs and audit the existing dashboards. By doing so, students will help HRMLESS identify trustworthy metrics and areas where customers face difficulties, ultimately leading to enhanced customer success strategies.

The project comprises several key phases, including data analysis, KPI validation, dashboard auditing, and strategy formulation. Each phase offers a unique learning opportunity for students to apply their knowledge of applied statistics, data management, and customer service. This project will equip students with critical skills such as consulting, data analysis, and strategic thinking, which are highly relevant in real-world careers across various industries.
Project Synopsis: Activities/Actions Required
  1. Familiarize with HRMLESS's CRM and applicant-tracking software.
  2. Understand the data architecture and tools like Grafana and AI query tooling.
  3. Conduct a comprehensive audit of existing dashboards and gap analysis of existing metrics.
  4. Identify and document baseline KPIs for customer experience.
  5. Analyze customer behavior data to pinpoint friction points.
  6. Validate existing CRM KPIs against real-world data insights.
  7. Develop new dashboards or enhance existing ones based on findings.
  8. Prepare a written analysis detailing methodology and results.
  9. Present findings and recommendations to HRMLESS stakeholders.
  10. Iterate on feedback to refine deliverables and analyses.
Project Synopsis: Expected Results
  • Validated and documented KPIs for HRMLESS's CRM system.
  • Identification of customer friction points and strategies for improvement.
  • Enhanced dashboards providing clear and reliable metrics.
  • Comprehensive written analysis showcasing data insights and recommendations.
  • Improved ability to make business decisions based on the available data.

Project Timeline

Touchpoints & Assignments Date Type

Project Teams Finalized

Sep 03 2026 Event

Learn More About CapSource Platform

 Sep 04 2026 Action Item

CapSource Intro Session

 Sep 08 2026 Event

Schedule Kickoff Meeting with Client

 Sep 10 2026 Event

Projects Assigned

 Sep 10 2026 Event

Submit Team Charter

 Sep 15 2026 Action Item

Submit Status Report #1

 Sep 15 2026 Action Item

Submit Signed NDA (if Required by Client)

 Sep 15 2026 Action Item

Project Kickoff Self Assessment

 Sep 15 2026 Evaluation

Submit Project Charter

 Sep 29 2026 Action Item

Submit Status Report #2

 Sep 29 2026 Action Item

Industry Mentor Temperature Check #1

 Sep 29 2026 Evaluation

Student Temperature Check #1

 Sep 29 2026 Evaluation

Submit Data Collection Plan

 Oct 13 2026 Action Item

Submit Status Report #3

 Oct 13 2026 Action Item

Student Temperature Check #2

 Oct 27 2026 Evaluation

Submit System Requirements Documentation

 Oct 27 2026 Action Item

Submit Status Report #4

 Oct 27 2026 Action Item

Industry Mentor Temperature Check #2

 Oct 27 2026 Evaluation

Submit Status Report #5

 Nov 10 2026 Action Item

Student Temperature Check #3

 Nov 10 2026 Evaluation

Industry Mentor Temperature Check #3

 Nov 10 2026 Evaluation

Submit Design Document

 Nov 10 2026 Action Item

Schedule Your Final Presentations with Client

Nov 10 2026 Action Item

Submit Status Report #6

 Nov 24 2026 Event

Submit Link to Project Workbook

 Dec 04 2026 Action Item

End of Project Self Reflection

 Dec 04 2026 Evaluation

Project Review! Please Provide Us With Your Feedback!

 Dec 04 2026 Evaluation

Share Your Experience!

 Dec 08 2026 Action Item

Program Managers

Name Organization
Clayton Looney University of Montana

Teams

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