Grant UK, who celebrate their 30-year anniversary in 2026, is a family run business whose headquarters are based in Swindon, Wiltshire. They specialise in home heating solutions which combine innovation, performance, reliability and quality, with the Grant product portfolio today comprising of air source heat pumps, oil-fired boilers, hybrid heating systems, solar thermal, heat emitters and hot water cylinders. Grant UK manage the supply of these products to customers in England, Scotland, Wales and the Channel Islands, handling distribution, sales, marketing, training, and technical support.
Grant UK work closely with heating engineers, merchants and other trade professionals and provide end-users with product support. They have a dedicated Training Academy, and a number of schemes and initiatives designed to support customers as they transition to lower carbon heating systems. Consequently, Grant UK has multiple interactions with their customers at different touch points from pre-installation support through to after-sales care.
How a 15-year-old system caused data silos and frustrations
Grant UK is a customer-first business, providing tailored support for each of their customers whether it is installer training on new products, on-site technical support for engineers and their homeowners, or servicing options for end-users to care for their Grant products.
After trading for nearly 30 years, they have a lot of customer data. This data was stored in a number of disparate systems including an aging database, which were used by different departments within the business. This was inefficient, and created data silos, as each department had to individually and manually update their customer information in multiple places. These systems were also not integrated so there was no central view of the customer.
Migrating 1 million pieces of data to a centralised system
Helen Selman, Grant UK’s Head of Transformation, IT and Facilities, first conducted thorough research to find out what the business needed from their technology and got a consensus on requirements to improve from their old database. It was after this we began the GRACI (Grant Relationship and Customer Insight) project.
The project involved migrating departments and associated data to a centralised system using Dynamics 365. This new system consolidates customer data into a single database, making it accessible to all departments and eliminating the need for multiple updates. The project is being executed in phases to ensure smooth adoption and integration across the business.
For Grant UK, success meant ensuring that at no point would the company be unable to provide a service to customers during the transition. A key component to achieving this success was building a strong working relationship with the project team and consultants, allowing for effective decision-making and prioritisation during a complex programme of work.
For one department alone there were at least one million pieces of data that needed to be migrated across to the cloud. The migration was a success, there was no downtime, and the staff are adjusting well from the 15-year-old system to the modern cloud solution.
How a data storage transfer transformed Grant UK
Improved efficiency: There is now a single customer record so once an update is made it is available for all users, so there is no longer duplicated activity needed to maintain separate records.
Migration of the largest system: Moving over a million pieces of data successfully, and the staff adapted well to the new system.
Centralised data: Having one source of truth allows for smarter decision-making and removes room for error. Decisions can be supported by data.
Customers remained unaffected: An important part of the project was to ensure that any upgrades or changes didn’t affect Grant UK’s customers and this was achieved.
Enhanced collaboration: Departments can now access integrated data, fostering better collaboration and communication.
Adaptability and Scalability: The phased approach to implementation ensures the business can handle the level of change without disruption.
Technical Support: Continued support from TSG for complex issues while overseeing first-line support internally.
Looking into the future
The next step for the GRACI project is to finalise the integration and migration for the remaining departments, so then everyone is working from the same system. This step will further enhance Grant UK’s operational efficiency and data management capabilities.
Our GRACI project was about more than just migrating data, it was about transforming how we support our customers. We are laying the foundation for a smarter, more connected service for our customers. This has been a complex project but thanks to a collaborative, agile approach and a strong partnership with TSG we have already seen our teams benefit from improved efficiency, better data visibility and improved cross team collaboration. This is a proud milestone in our transformation journey.
Helen Selman, Grant UK’s Head of Transformation, IT and Facilities
