Minimise risks and issues when replacing a live CRM system

Better processes for long-term investments in new technologies in a world where ROI is being increasingly scrutinised.

The challenge

In 2019 Flight Club ‘Social Darts’ were growing fast and required a new CRM solution capable of handling key marketing processes, business growth and maintain valuable customer relationships.

A CRM system was already in place but the existing vendor had repeatedly let the business down and the internal end-user adoption was very low and with many manual processes in place. Because the owners of the business were focusing on opening new venues they wanted to bring in external CRM expertise to simplify and lessen the resource effort and risks required to select an alternative solution.

Key strategic objectives

Our approach

  • Analysis of business priorities and burning issues
  • Analysis of data, processes and Human Resources
  • Design Blueprint Services (as-is & to-be)
  • Plan CRM transition strategy and key milestones


In only few weeks Flight Club and Conduit managed to develop a new CRM strategy and roadmap that was well received by all CRM users and key business stakeholders.

Clear and transparent documentation developed during the analysis and blueprint service phase was subsequently used to:

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