Business Challenge

The West Midlands Combined Authority (WMCA) was founded in 2016 and is made up of 18 local councils in the West Midlands region. The Authority is responsible for unlocking investments and developmental projects in the region.​

While Microsoft Dynamics has been the cornerstone application for WMCA’s operation over time, however as technology evolves, so must the tools driving organizational success. Recognizing the need to modernize and optimize its CRM infrastructure, WMCA initiated a transformative journey to upgrade its Dynamics platform and redefine its CRM strategy.

Solution Delivered

Our partnership on the project included comprehensive discovery sessions to assess the current state of the CRM technology, align it with evolving business needs, explore alternative platforms, and chart a roadmap for future CRM endeavours. The scope of the project extended far beyond technology. It aimed to engage various WMCA business units, ranging from Customer Services to Transport for West Midlands, ensuring that every facet of the organization was aligned with the CRM transformation agenda.​

Our team of experts engaged with senior stakeholders, CRM users, and support staff across diverse business units. This holistic approach ensured that the CRM transformation was not just a technological upgrade, but a strategic evolution tailored to meet the unique needs of each department.​

Impact

The impact of the CRM Discovery project transcended mere software implementation. It fostered a culture of innovation and collaboration within WMCA, empowering teams to leverage CRM capabilities for enhanced productivity, seamless communication, and informed decision-making.​

By harnessing the power of technology and fostering a spirit of partnership, WMCA and JCS have laid the foundation for a brighter future, where possibilities are limitless, and potential is unlocked.