Over 20 stakeholder interviews


Over 200 requirements


36 systems reduced to 14


Agreement and approval at Project Board level


Based in Northern Ireland our client is a national and international centre of education, with a reputation for excellence, innovation and regional engagement. It makes a major contribution to the economic, social and cultural development of its home country. Core business activities are teaching and learning, widening access to education, research, innovation and knowledge transfer.

The Problem

Our client have struggled to efficiently engage and convert potential customers in a competitive global higher education landscape. It was also perceived that the university, despite having a strong product, needed to work harder to attract customers due to the geographical location of the university. The core problem was a core lack of knowledge about the customer, due an absence of robust CRM capabilities. However, further to the technical challenges the fragmented nature of a higher educational establishment meant that significant cultural and political obstacles prevented the adoption of CRM.

The Opportunity

Creating a digital experience for both customers and consumers enables the educator client to:

  • Increase Sales

  • Improve Customer Relationships

  • Increase Quality


The Solution

After a failure to define and agree CRM requirements with a previous vendor, our client appointed Team6ix to discover and document requirements. This achieved the following:

  • Stakeholder agreement

  • Clear documented requirements

  • System dependencies

  • Risk mitigation


The University had a particularly challenging political landscape. Several stakeholders were believed to have different objectives and requirements. Previous attempts to establish the project had failed and core issues remained. Key to the project success was sensitivity with key stakeholders

The Results

  • Over 20 stakeholder interviews

  • Over 200 requirements

  • 36 systems reduced to 14

  • Agreement and approval at Project Board level


If you would like to understand more about this case study, or how Team 6ix can help you, please contact us at -

Daniel Rowe