CRM Design & Development & Support for Which?

Established in 1957, Which? is a leading not-for-profit organisation providing independent advice and guidance on consumer products and services. As a household name it campaigns at the highest levels on behalf of consumers to make their voice as powerful as the organisations that they deal with. Whilst much of Which?’s information is freely available, it provides its membership of over six hundred thousand subscribers with a range of paid-for products and services including digital paywall content, the publication of reviews and lifestyle magazines, and over the phone based services.

Mosaic Island successfully delivered a three-year business transformation programme for Which?. This included the design and build of a new CRM platform to handle their sales, service, order fulfilment, and payments collection. Mosaic Island have supported the CRM platform for over 10 years since its delivery, continuously developing it to meet Which?'s needs over this period.


Which? outsourced the ongoing support and development of their CRM platform

10 X 5

service covering office hours


of business services improved

99.9% plus

System uptime


Product Development

Our Approach

  • Mosaic Island were able to meet Which?’s need with a Managed Service that utilises its responsive support and development capability.
  • Our delivery experts provide a responsive service that employs our pragmatic Agile methodology.
  • We provided subject matter experts who offered business and technical direction and support
  • Regular & responsive product and capability releases within a managed roadmap


  • Responsive and reliable releases to the client delivering business change
  • CRM operations risk reduced protecting core business revenue
  • Documented procedures and knowledge share governing design, delivery and operations
  • Business led product roadmap driving CRM platform improvements

Which? relies upon Mosaic Island with their unique set of skills and understanding of our core business platform, enabling them to provide a reliable support and development service. What I like most about Mosaic Island is that they are easy to work with and they really know what they are doing.

- Sukhpal Deol, Digital Product Manager