Case Study: London Borough of Ealing Council achieves significant cost savings and streamlined legal case management with Sage CRM

Ealing Council’s Legal team saves thousands with Sage CRM

The London Borough of Ealing’s Legal team, which supports a wide range of council services across west London, faced a rising caseload and a council-wide drive to cut costs by around 25%. The team needed better case management—automating routine tasks, standardising processes, storing information electronically—and more accurate time recording and reporting to give internal clients visibility and help manage resources.

They implemented TCM, a Tricostar-customised version of Sage CRM, as a web-hosted solution and rolled it out in three months using a train‑the‑trainer approach. TCM delivered accurate time recording, calendar and file management, and trend analysis for resource planning, enabled devolving routine work, and improved remote working and performance management—while saving an estimated £50,000 at start‑up and £10,000–£15,000 a year in ongoing costs (with hosting costing about 30% of an on‑premise install).

London Borough of Ealing Council

Nick Senior

Business Manager, Legal and Democratic Services