Client:
Purmo Group, a European manufacturer of indoor climate solutions, operating in more than 20 countries.
Our role:
Our team led an end-to-end CRM transformation, taking over from the previous system integrator to deliver a Group-wide solution based on Microsoft Dynamics 365. Our team managed project delivery, business process redesign, technical remediation, rollout planning, and ongoing application maintenance.
Country:
Multi-country project: initial go-live in the United Kingdom and Romania, with a rollout to total 15 markets in scope.
Setting the scene
Purmo Group faced the challenge of unifying and modernising its customer relationship management (CRM) processes across 15 countries.
The company’s legacy CRM systems were fragmented, leading to inconsistent sales processes, limited visibility into customer data, and inefficiencies in customer service. With operations spanning multiple markets and business units, Purmo Group needed a scalable, cloud-based solution to support its ambitious growth and digital transformation goals.
The seriousness of the problem was underlined by the need to harmonise data and processes for over 500 users, streamline sales and service operations, and enable real-time reporting and analytics.
The main project sponsor was Purmo Group’s executive leadership, who recognised that a unified CRM platform was critical for driving operational efficiency and enhancing customer experience.
We were engaged at an early stage, initially to assess the existing CRM landscape and propose a roadmap for transformation. Our team’s expertise in large-scale CRM implementations and previous successful collaborations with Purmo Group positioned us as the trusted partner to deliver this complex, multi-country rollout.
How we helped
We took a holistic approach to transforming Purmo Group’s customer relationship management by designing and implementing a unified Microsoft Dynamics 365 CRM platform.
The project began with a thorough assessment of existing processes and systems, followed by the redesign of sales and service workflows to align with best practices and Purmo Group’s strategic objectives. Our team managed the technical remediation of legacy systems, oversaw data migration, and developed a minimum viable product (MVP) that that has been adapted to local market needs.
One of the key challenges was harmonising diverse business requirements and integrating data from multiple legacy sources. To address this, we worked closely with local business units, applying agile methodologies, and establishing clear governance to ensure both global consistency and local relevance. Data quality and change management were also significant hurdles, which we overcame through targeted training, stakeholder engagement, and robust testing cycles.
Collaboration was central to the project’s success. We partnered with Purmo Group’s business and IT teams, as well as external technology providers, to ensure seamless integration and knowledge transfer. The use of Microsoft Dynamics 365 enabled advanced analytics, real-time reporting, and integration with existing digital tools.
Our team’s strengths—deep CRM expertise, experience in complex international rollouts, and strong project management—were instrumental in delivering a solution that supports Purmo Group’s digital transformation and growth ambitions.
Impact and potential
“The implementation of a unified CRM platform fundamentally transformed Purmo Group’s approach to customer relationship management. By consolidating fragmented systems and harmonising business processes, the project enabled real-time access to customer data, streamlined sales and service operations, and improved data quality across the organisation. Early results included a significant reduction in manual reporting effort and faster response times for customer inquiries.”
Marek Mlyniec, Partner, Technology Consulting, PwC Poland“The new CRM system provided management with enhanced visibility into sales pipelines and customer interactions, supporting more informed decision-making and proactive customer engagement. The platform’s scalability and integration capabilities laid the groundwork for future digital initiatives, positioning Purmo Group to respond quickly to evolving market needs.”
Bartłomiej Kołodziejczyk, Director, Technology Consulting, PwC Poland“A key lesson from the project was the importance of strong stakeholder engagement and change management in driving adoption. The collaborative approach between PwC, Purmo Group’s business units, and technology partners ensured that local requirements were addressed without compromising global consistency. This project not only delivered immediate operational benefits but also established a robust foundation for long-term growth and innovation.”
Agnieszka Łuniewska, Manager, Technology Consulting, PwC PolandContact us
