The client needed to upgrade “Interaction,” their enterprise-wide Customer Relationship Management system (CRM), from an unsupported version and re-platform its infrastructure from end-of-life 2012 on-prem servers to an Azure platform.

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Due to the highly integrated nature of the CRM with other business-critical systems, a considered technical design and thorough testing were paramount to this project to ensure the delivery of a smooth infrastructure re-platform, integration re-pointing, and application upgrade.

A historic lack of solutions and technical architecture resource had meant the CRM design had gone undocumented for several years; time was required to understand and unpick the various integrations in place. In addition to the CRM itself, other systems at play in the eco-system also required upgrades to maintain compatibility. An unsupported CRM meant the Marketing and Business Development team were being prevented from taking important steps forward in their business strategy and developing important integrations with other systems.

Ensuring the right people were resourced against this project and carving out time for planning was key. Allowing for thorough analysis of the as-is situation and carefully considering the to-be was crucial for ensuring a smooth transition for both the infrastructure and application changes.

Harmeston provided project management services throughout the project. Bringing the platform and the application safely into supported versions, reducing technical debt and enabling the Marketing and Business Development team to focus on strategic improvement initiatives from the basis of a reliable and secure CRM.