Case Study

Salesforce Program Management

The client is Australia’s largest motoring insurance, service and full support automobile club, originally founded in 1903. The organisation has more than 2.1 million members with over 3000 staff in offices across Victoria, South Australia and Queensland.

The Challenge

The Customer has embarked on a major strategic transformation shifting the core business functions onto the Salesforce CRM platform. This required the migration of 2.2 million existing members from an IBM legacy system to Salesforce CRM, while at the same time provide a cutting-edge front-end member portal.

It was identified that in order to achieve business goals and deliver on budget and timeline, dependencies beyond Salesforce needed to be lead and managed. Monitor Consulting was engaged to provide the program management and leadership to effect these changes.


A Zero Impact Solution for a Multi-Million Member Migration


We established and managed a program of work for the Salesforce CRM transformation covering all phases from business case through to delivery. The program was carefully designed to account for client-specific business and technology nuances and to ensure zero impact to existing operations.


  • Non-Salesforce application changes are designed, developed, integrated, tested and deployed to enable the new Salesforce CRM capabilities, e.g. integrating to the existing ERP platform.
  • Integrated Development and Testing Environment provisioning via existing BAU organisation whilst ensuring no operational impact.
  • Legacy Platform Archiving and Decommissioning to understand and ensure capabilities are cutover to Salesforce, data is archived and infrastructure re-claimed.

Key Lessons

When establishing a program of work which comprises core new enabling technologies, it is essential that existing systems and teams which will interface to or will be impacted, are fully considered in the planning phase, and engaged throughout the delivery.

Staff Positively Impacted


Members migrated


Burst stress balls


Further Reading

Agility Acceleration Program

Content Management Upgrade

Privacy Framework