Delivering business flexibility and efficiency to 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.

Project Scope:

For some time, Which? had recognised that its business flexibility was being compromised by the ageing legacy back-office platforms that supported its Subscription Management, CRM and Finance reporting functions. There was a clear need to realise valuable business efficiencies and improve compliance with card payment processing standards.


annual uplift in sales


reduction in headcount costs


reduction in call volume



Our Approach:

  • Following a thorough initial review, we established a two-year transformation programme that performed a complete overhaul of process, technology and associated roles for the end-to-end back office function.
  • Bespoke system design, build and run.
  • Onsite Agile delivery team.
  • Business process discovery and optimisation.


  • Business efficiency and cost savings.
  • Enabler for future business flexibility.
  • PCI Compliance
  • Using our Agile delivery methodology, this centred around the creation of a new bespoke core platform to support all channels.

I am delighted with what they have achieved for us and have no hesitation recommending them as a consulting and delivery partner. Indeed, the Mosaic Island team is now working with us on our next major programme of change

- Chris Gardner, Commercial Director