The Copyright Agency began transforming its core operating systems in 2016, with plans to move to the cloud and deliver a new CRM as part of the process. The need to upgrade systems was critical as the organisation had been relying on outdated processes that were supported by highly customised and end-of-life systems. It was also an opportunity to respond to changing member needs by transition to modern technology that would deliver tools such as self-serve dashboards via a new member portal. The goal was to reduce operational complexity and build transparency, simplicity and trust in the systems and the data.

Despite a global pandemic during the build and several required changes to plans, Copyright Agency delivered its new CRM as part of its major systems transformation in late 2020, on time and on budget.