Support & Development of Managed Services 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 a million subscribers with a range of additional paid-for products and services including the regular publication of a number of magazines, digital and telephone based services.

In November 2012, Mosaic Island successfully delivered the final phase of a major, three-year business transformation programme for Which?. This included the build of a new, bespoke platform to replace their legacy Order, Billing, Fulfilment and Finance platform.

Project Scope:

Following its successful launch, Which? wanted to outsource the on-going support and enhancement of their new platform.

10 X 5

service covering office hours


reduction on core business services


System downtime


Blockers raised

Our Approach:

  • Mosaic Island were able to meet Which?’s need with a Managed Service that utilises its responsive support and development capability based at its Bristol support centre, coupled with regular on-site presence.
  • We connected to Which? via a high-speed VPN link and our delivery experts provide a responsive service that employs our pragmatic Agile methodology.
  • We provided subject matter experts who offered business and technical support
  • Planned a regular release roadmap to ensure predictability


  • Continuous Integration techniques and our automated test suites ensure rapid and reliable releases to the client
  • Removal of risk of core business revenue value chain
  • Enables Which? to focus on other, high need areas
  • Knowledge sharing of platform
  • Continuous improvement plan for the service

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