Delivering 2035: How co-creation successfully upgraded Oracle CRM

10 Mar 2026

By modernising one of our core systems, we are strengthening our digital foundations by investing in technologies fit for our future.

Following the successful upgrade of Oracle Customer Relationship Management (CRM) at the beginning of March, it marks a major step in helping us become a University that is truly digital, inside and out.

Colleagues across Strategic Change Office, IT Services as well as professional and academic departments collaborated to tackle this complex challenge. As a five-day downtime period was required, several critical services such as staff and student ID card printing, were paused to enable the upgrade to be completed.

Teams got together to map end-to-end processes, carry out extensive testing and ensure the upgraded system meets the needs of those who use it every day. It has been a challenging, multi-year project where colleagues have shown dedication and commitment in delivering this work safely and effectively.

Hannah Dando, Project Manager for Oracle CRM, said: “We want to thank colleagues across the University for their patience and flexibility during this period. Behind the scenes, teams worked around the clock to ensure the upgrade was completed safely and on schedule.”