Aligning CRM processes across several independent organisations
In brief
Three independent organisations in the mental health sector decided to build a shared digital ecosystem. Each kept its own autonomy, but all three needed more structure and better alignment in how they tracked their activities.
The challenge
Three organisations, three ways of working. Each had its own habits, priorities and terminology for describing the same process. Before choosing a tool, the first step was to understand what each team actually did and where the common ground was.
The approach
The work began by listening to the three teams, first separately and then together. Each need was translated into a clear requirement and documented so it could be understood by everyone, from the people doing the work to management.
The scope of the CRM implementation was defined on that shared foundation. User stories and test scenarios were written around the real usage of all three organisations, not just the simplest scenario.
Stakeholder coordination remained a constant throughout the project, with regular validation points so that each organisation could remain confident in the direction being taken.
The result
The external partner implemented the solution under continuous functional oversight and validation. The existing tools were migrated to the new solution, with a go-live strategy designed for all three organisations at once.
What this shows
This project shows what makes the difference in a multi-organisation transformation. Taking the time to understand each way of working before choosing a tool. Documenting needs so they remain understandable to everyone. Keeping stakeholders aligned through to go-live, not just at the start of the project.
Three organisations can share a CRM without working in the same way. If several teams or organisations need to share a CRM environment while keeping their own way of working, I can help define the common ground.