Lookers
Lookers PLC is a major UK automotive retailer operating over 160 dealerships nationwide.
As part of its long-term strategy, the organisation invested heavily in digital platforms to transform how customers browse, book and interact across multiple channels. This transformation required sustained technology capability to support the delivery of a rapidly evolving digital roadmap.
The Challenge
Lookers’ digital transformation programme created ongoing demand for specialist technology capability across multiple disciplines. As priorities evolved, the organisation needed to scale resources quickly while maintaining continuity, cultural alignment, and momentum. Managing multiple contractors individually would have created significant operational overhead for the CIO and leadership team while slowing delivery of output.
The Requirement
Lookers required flexible, high-calibre capability across architecture, programme delivery, testing, and senior leadership. The capability needed to flex as initiatives progressed and transformation priorities evolved .
UA Managed Delivery Approach
UA partnered with Lookers to deliver a manager capability that supported their digital roadmap - mobilising a cross-functional team of more than 60 specialists across architecture, delivery, engineering, and testing. The approach aligned with Lookers’ transformation objectives and expectations - ensuring seamless alignment between technical capability and business priorities.
At a Glance
Programme duration
2 years.
Capability Mobilised
60+ specialists.
Programme Focus
CRM transformation and technology operating model.
Key Outcome
Scalable, cohesive transformation capability embedded into permanent teams.
Skills & Capabilities
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IT Transformation
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IT Operations
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Enterprise Architecture
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Software Testing
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Infrastructure
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Portfolio Management
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Project Management
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Business & Test Analysis
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Solutions Architecture
Programme Lifecycle
- Discover - Engaged stakeholders to assess the business environment, legacy systems, team dynamics/culture, and technical requirements.
- Mobilise - Rapidly deployed capability aligned with programme milestones and critical initiatives.
- Deliver - Executed transformation activities, including architecture design, system integration, testing, and rollout of the Microsoft Dynamics CRM platform.
- Optimise - Adjusted capability mix to support emerging priorities, scaling resources as needed.
- Transition - Supported knowledge transfer to permanent internal teams and provided advisory support for embedding the new technology operating model.
Service Management & Governance
- Fully immersed and dedicated Delivery Manager.
- Daily alignment with CIO, CTO, and transformation leadership team.
- Monthly steering committees, milestone reviews, and balanced scorecards.
- IR35-compliant service structure ensuring regulatory adherence.
Evolution
As the programme progressed, UA scaled resources to meet changing priorities. Prior to system go-live, additional specialists were deployed to ensure successful rollout. Post-go-live, capability was gradually transitioned into Lookers’ internal teams, with UA providing advisory support to embed the new operating model.
Impact & Results
- Delivered Microsoft Dynamics CRM across 160+ dealerships and 3,000+ users, integrating legacy systems for a single customer view.
- Redesigned Lookers’ technology function, including operating model and role definitions.
- Enabled dealerships to manage customer interactions via a unified platform, improving sales pipeline visibility and aftersales efficiency.
- Reduced operational burden on leadership while maintaining programme momentum.
