Case study 01
Platform consolidation
A phased Salesforce replacement for roughly 70 users in sales, service, marketing and management, run in parallel until the business was ready to cut over.
CRM MIGRATION
CONSOLIDATION
AUTOMATION
AI ENABLEMENT
SSO
Disconnected systems consolidated into one customer platform
Users across sales, service, marketing and management
Big-bang cutovers. Legacy ran in parallel until sign-off
01 · Situation
The business ran customer operations across five disconnected applications: a CRM, a finance system, integration middleware, an application platform, and a separate reporting path. Nothing shared a record.
Orders arrived by email and telephone and were processed by hand. Quotation and engineering workflows were complex and largely manual. Reporting was limited, customer visibility was fragmented, and years of historical CRM data sat in a platform the business had decided to leave.
02 · Objectives
03 · The consolidation
Each legacy system owned a slice of the customer. The target was one platform holding all of it, at lower licensing cost and with more capability than the estate it replaced.
04 · Migration approach
The risk in a CRM replacement isn’t the build. It’s the day you switch. So the legacy platform stayed running while the new one was configured and populated, with a deliberate parallel-run window where both were live and reconcilable. Cutover happened only once the business signed off.
TRACK
START
DISCOVERY
BUILD
PARALLEL
CUTOVER
ONWARD
Legacy platform
PARALLEL RUN
CUTOVER
New platform build
Train & hypercare
ERP integration
05 · What was built
01
Sales
02
Service
03
Marketing & social
04
AI & integrations
06 · Outcomes
Publication status