Recovery of Stalled D365 CRM and Adobe Campaign Implementation for Major Housing Charity
The Situation
Shelter, a major UK housing charity, had a stalled D365 CRM CE and Adobe Campaign Marketing implementation that had lost momentum, governance and stakeholder confidence.
The programme covered Donors, Fundraising and Events functions and carried a fixed go-live deadline. The MSP supplier relationship had deteriorated and internal stakeholder engagement had broken down.
A large scale data migration of 4TB legacy data was required across three phases pre and post go-live.
The Task
Brought in as D365 CRM Project Manager to recover the stalled programme – rebuilding momentum, governance and stakeholder engagement.
Required to realign the MSP supplier relationship, restore internal confidence, manage a complex phased data migration and deliver the programme to go-live readiness within the fixed deadline
The Action / Approach
- Rebuilt momentum and governance from the ground up – re-engaging internal teams across Business, IS, CISO, Training, Marketing, Data Warehouse and GDPR functions.
- Realigned MSP supplier relationship – restoring delivery confidence and contractual compliance.
- Managed POCs, pilots and UAT overseeing D365 CRM and Adobe Campaign design and integration changes.
- Oversaw large scale phased data migration and ETL across three stages pre and post go-live – improving data quality and reconciling 4TB of legacy data.
- Defined cutover strategy and runbook – testing migration timings and sequencing to ensure safe go-live execution.
The Result
- Programme recovered from stalled position to go-live readiness within fixed deadline
- MSP supplier relationship realigned – restoring contractual compliance and delivery confidence
- 4TB legacy data migrated across three phases with improved data quality and full reconciliation
- Governance and stakeholder engagement rebuilt across 10+ internal functions
- Cutover strategy and runbook defined and tested – ensuring safe and structured go-live execution
- D365 CRM CE and Adobe Campaign Marketing platform delivered to go-live readiness for Donors, Fundraising and Events
Focus In On: Responsible for Digital Business Transformation
New Areas of Value:
Increased credibility, confidence and influence across the business
Direct positive impact on internal and external customer satisfaction
Improvements around:
Budget availability affected by external change drivers and uncertain resource estimates
Lack of availability of the right people at the right time across both business and technology areas
Cynicism, lack of buy-in and resistance to change
Lack of exec sponsorship and ownership
Lack of clarity around existing operating model, internal business ecosystem or cross-functional teams
