Global CRM architecture at Rentokil Initial.

Separate portals had fragmented customer information, limited global visibility and increased CRM costs. Our team brought 21 portals into one environment, accommodating different local processes within a common platform.

A contact can be relevant to more than one market. Consolidation therefore required decisions about what each team could see, what it could edit and which information should be shared.

I designed the approach to shared records and team-specific data, with access rules, safeguards and operating guidelines so teams could work in the same portal without interfering with each other.

I redesigned permission sets into a more modular structure. Access could then be adapted to different responsibilities, within common rules for using and maintaining the shared CRM.

I joined in 2022 during the early planning stages, designing integrations and participating in data migration and the architecture of the shared environment. My responsibilities grew to include leading its technical team.

Today I prioritise development requests, oversee data quality and review automation and integrations. As usage has grown, visibility into workflows, platform performance and consistent practices across markets have become recurring priorities.

Teams gained a broader view of customer history across markets and a common foundation for sharing connectors and development work. Consolidation also reduced CRM costs and supported the centralisation of related services.

The programme brought previously separate systems under shared technical direction, with continued responsibility for their maintenance and development.