Converged communications provider Internet Solutions (IS) recently disposed of its ageing Siebel 6.0 CRM system in its entirety and implemented Siebel 7.8 from scratch.

The reason for the 'forklift upgrade', says IS CRM project manager Chris Turner, is that the existing system had been substantially customised over the years, to the point of being something of a mess, and because the business had changed and the system no longer met the company's needs.