Which?

Client Case Studies

Making Legacy History

As an established and trusted partner of Which? (The Consumers Association), Mosaic Island was delighted to be asked to perform a business and technical review of their ageing and restrictive back-office systems with a view to replacing them. A safe roadmap of how to achieve this was paramount as these core business systems handle their entire customer base and associated revenue stream across all channels.

The review progressed well, and a two-year, multi-million pound, phased transformation programme was recommended, moving to a brand new platform that employs a modern, service-based architecture. Which? approved the plan, and by mid-2010 Mosaic Island was engaged as the partner with full responsibility for delivery. We pulled together a small and highly skilled team of delivery professionals who through working closely with the Which? business community, and by using a pragmatic Agile approach, successfully turned the vision into reality.

The first phase tackled the upstream Order Capture process, including the Customer Database, Product Catalogue and Order Capture front-end services. It also addressed much of the underlying infrastructure. This phase went live in August 2011. Encompassing three channels (Contact Centre, Telemarketing Agencies and Web), the resulting transformation of processes and functionality has already delivered significant benefits including an additional £0.5 million/year revenues through cross-selling uplift alone. The second phase focussed on the remaining downstream processes, Subscription/Payment Management and Fulfillment, and completed delivery in October 2012, leading to the decommissioning of the legacy platforms.

We believe that the key factors to the success of this programme include:

  1. Our Team

    A small, hand-picked team of professionals with the right experience and skills. Not only are they talented individuals they are also highly empathetic towards the clients needs.

  2. Our Approach

    A pragmatic agile development approach coupled with a phased delivery approach – it’s about solving a business problem not just a technical implementation.

  3. Our Experience

    We know the industry, we know the technologies and we know what does and doesn’t work. Above all we know the client.

Following delivery of the programme, from January 2013, Mosaic Island has provided ongoing development and operational support of these systems, within our Agile Scrum team, from our purpose built facility in Bristol.