Cochrane’s primary objective was to establish a strong, unifiedCRM foundation that could support its long-term strategic goalsand improve how it manages, understands, and engages with itsdiverse global stakeholders.
The engagement focused on ensuring that the right data wascaptured, structured, and made accessible across teams,enabling better decision-making and more consistentengagement.
At the same time, Cochrane sought to close the gap between itsbroader digital customer strategy and the tactical execution ofCRM processes, making SugarCRM the operational backbone ofits relationship management model.
Ensure that the CRM platform reflected Cochrane’s wider digital and organisational strategy.
Create a single, structured source of truth for stakeholder information to support insight-led decision-making.
Enable teams to access consistent, reliable information across the organisation.
Translate high-level digital objectives into practical, repeatable CRM processes.
Build a platform capable of evolving with the organisation’s long-term needs.
Cochrane faced structural and operational challenges that limited its ability to use CRM as a strategic asset. redk’s role was to address these challenges through a tailored SugarCRM implementation that aligned technology, data, and processes with Cochrane’s real-world operating model.
Through its collaboration with redk, Cochrane established a clear andcentralised CRM foundation that now supports its strategic objectives andlong-term stakeholder engagement approach.
Rather than simply implementing a new system, the project focused oncreating a structured, scalable platform that could evolve with theorganisation.
This new foundation provides teams with consistent access to reliablestakeholder data, enabling clearer visibility, stronger internal alignment,and more informed decision-making.
By aligning CRM processes with Cochrane’s operating model, theorganisation moved away from fragmented data and disconnected activitiestowards a more coherent, insight-driven way of working.
As a result, SugarCRM now acts as a future-ready platform that supportsongoing evolution, organisational alignment, and the effective use ofstakeholder insight over time.
