Posted on by Clem Maloney

CRM Uplift for a B2B Sales Organisation

Description

CRM Uplift for a B2B Sales Organisation

Sector: B2B Sales & Marketing
Service: IT Resourcing & Delivery Oversight
Objective: Insource an on-hire Project Manager to deliver a CRM uplift and later extend engagement on a fixed-term basis for training and ongoing system customisation.

Context

A B2B sales organisation with over 50 staff had outgrown its per-seat licensed cloud CRM platform. Rising licensing costs, limited flexibility, and restricted control over user experience were constraining growth and efficiency. Leadership identified the need for a more cost-effective and adaptable platform that could be shaped around business processes rather than the other way around.

SuiteCRM, an open-source CRM, was selected for its customisability, absence of licensing fees, and ability to be deployed on an AWS EC2 host. However, the migration required oversight to ensure data hygiene, manage cloud deployment, and embed new processes effectively across the sales team.

Approach

123.EXPERT applied its delivery-focussed insourcing model, engaging an on-hire Project Manager with CRM migration expertise to lead the programme. Under structured delivery oversight, the Project Manager:

  • Audited legacy CRM data to identify duplication, corruption, and gaps.

  • Designed a migration plan to cleanse and import data into SuiteCRM.

  • Oversaw AWS EC2 deployment and initial system configuration.

  • Coordinated training sessions to ensure adoption by sales staff.

  • Introduced workflows, dashboards, and fields aligned to business processes.

Following successful delivery, the organisation recognised the need for sustained oversight to manage user training and iterative customisation. The contractor was subsequently engaged on a 24-month fixed-term contract, ensuring continuity of improvements and alignment with evolving business needs.

Impact

The new CRM delivered immediate licensing savings, improved customisation, and greater control over user experience. Sales staff quickly adopted the tailored platform, while management gained sharper visibility into performance.

Through the 123.EXPERT delivery-focussed insourcing model, the organisation secured both successful project delivery and long-term embedded expertise — ensuring its CRM remains a strategic asset well beyond the initial migration.