CRM Cloud Digital Transformation

Programme / Solutions Director, Not for Profit / Membership 

Led Solutions Strategy & Architecture Options Assessment (Dynamics, CRM Suppliers, Internal capabilities). Migrated CRM to Cloud. Operationalised CRM, redesigned ways of working, operational processes around a single view of Customer Data. Developed Roadmap, initiated strategic solution developments for Commercial, Complaints, Operational & Legal Case Mgt.

Reduced on going spend by 35%. 1000 Users.

Dynamics Business Central ERP Migration

Critical Friend Consultancy...

...to help Distribution Client to plan, navigate risk areas, deliver to time, and assure benefit outcomes realized.

Navision to Microsoft Business Central (Cloud) Migration, The Nav People, 9 Months, 30 Users.

CRM, Data Integration, MDM & Data Quality

Senior Project Manager, Financial Services

Successfully recovered a significant off-track delivery in 6 months, launched Salesforce "Agency" CRM and a Master Data Management Hub development, integrating a Data Warehouse and 40+ Downstream systems to materially improved high quality Salesforce Agency data.

3000 Users, UK & Asia. Complex dependency liaison across multiple Programmes, Projects and teams.

IT Director, Law

Through Discovery, Analysis & Options Assessment delivered Blueprint, Roadmap & Plan to rationalize / consolidate all IT Infrastructure, Systems, Services & Legal Information Services across 3 LLP’s driving 30% savings. 1000 Users, 7 sites.

Dynamics CRM / ERP Recovery

Programme Delivery Manager, Not for Profit / Membership

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Delivery twice failed, cost £1.8m, Board lost confidence. Led recovery to Go Live in 16 Months.

Key outcomes: assured £7m p.m. DD payments; new web customer journey, faster client comms, improved Member service / advice; Open Accounts Integration; Events Management; Contract / SLA negotiation.

£3m, 850 Users, 15 Sites; 450k Clients.

Sales / Service - Document & Workflow Management

Programme Manager, Financial Services

Led vision, RFP, negotiated contracts / SLAs. Programme Delivery: Outsource digital mailroom & cheque banking; automate sales / service workflow; mitigate client money & VP breach risks, registration / product set up backlogs & error prone manual operation.

£1.2m p.a. savings, Zero Breaches. £2m, 400 users, 1m Clients, TUPE, many suppliers.