Operational and Strategic Transformation Case Study

The Challenge

Impacx operated with a fragmented technology stack dominated by legacy systems: Salesforce for CRM, Genesys for telephony, Elasticsearch as the data platform, plus three additional applications across workflow, caching, and operations. Salesforce and Genesys were the largest cost drivers and the most complex dependencies. Beyond these systems, the highly interlinked, multi-application approach created data silos, redundancy, and operational inefficiency. The complex data model created technical debt and made it difficult to adopt emerging technologies.

The existing infrastructure was a cost centre consuming €156k annually, with Salesforce and Genesys as the primary cost drivers. Strategic independence required not just replacing these vendors, but completely reimagining the data architecture. The goal: consolidate from a fragmented six-application landscape into a unified platform.

The Approach

OnModus designed and deployed the Impacx Data Hub, a unified data infrastructure that consolidated the entire application stack. The initiative replaced six legacy systems including Salesforce (CRM), Genesys (telephony), and Elasticsearch (data platform/search) plus three additional applications. Replacing Salesforce and Genesys, the most expensive and complex dependencies, was the most significant achievement; the Data Hub absorbed their functions while removing the vendor cost and lock-in. The solution simplified the data model from highly complex (200+ interlinked tables across six systems) to streamlined (organised dimensional model), reducing maintenance overhead and enabling rapid integration.

The four-phase implementation (Set-up Data Hub, Create Front-End, Integration, Automation) migrated all data from all six systems into the unified hub while maintaining operational continuity. The work was completed in under four months. By November 2025, all six legacy applications were fully decommissioned, replaced by the Impacx Data Hub as the single source of truth.

The solution delivered multiple benefits: streamlined architecture (six applications eliminated), minimal training (user interface nearly identical to Salesforce), no vendor lock-in (complete data centralisation), IT autonomy (internal maintenance without vendor dependencies), and AI-readiness (vendor-independent platform enables rapid AI deployment without costly re-platforming).

The Result

The Impacx Data Hub transformed a cost centre into a strategic asset. The initiative eliminated critical technical debt, achieved complete vendor independence, and positioned Impacx as an AI-native customer service leader with the infrastructure to deploy emerging technologies quickly. Consolidating all six systems into one platform represents a significant architectural achievement.

The figures hold the legacy baseline flat, so the savings are conservative; they exclude the annual price increases typical of vendor contracts. Beyond the measured savings, the Data Hub delivered faster customer information retrieval, strong search without the cost, a simpler architecture, and full IT autonomy.

Strategic outcomes: Impacx eliminated vendor lock-in (especially critical for Salesforce and Genesys) while building the foundation for AI-powered products (voice agents, automated workflows) that can be deployed within days rather than months. The unified data architecture enables predictable unit economics for high-margin, repeatable services. Most significantly, Impacx transformed from reactive, vendor-dependent operations to a strategically independent, innovation-ready organisation.