Aligning CRM processes across several independent organisations
Three organisations, one shared CRM: understanding how each of them works before choosing the tool, then following the implementation through to go-live.
- Role
- Business analyst
- Period
- 2025–2026
- Organisations
- 3 independent organisations
- Delivered
- Requirements, user stories, test scenarios
The challenge
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.
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 friction points at the start
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Friction 01
Three ways of working
Each organisation had its own habits and priorities for the same process.
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Friction 02
Different terminology
The same steps went by different names from one team to the next.
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Friction 03
Autonomy to preserve
The shared model could not erase what made each organisation specific.
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.
What was delivered
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Documented requirements
Each need translated into a clear requirement, understandable from the people doing the work to management.
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CRM implementation scope
Defined on the common ground of all three organisations.
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User stories and test scenarios
Written around the real usage of all three organisations, not just the simplest scenario.
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 the project made possible
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One shared solution
Implemented by the external partner, under continuous functional oversight and validation.
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Existing tools migrated
The previous tools were moved into the new solution.
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A joint go-live
A strategy designed for all three organisations at once.
Key takeaways
This project shows what makes the difference in a multi-organisation transformation.
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Understand before choosing
Taking the time to understand each way of working before choosing a tool.
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Document for everyone
Needs written so they stay understandable to everyone, from the teams to management.
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Stay aligned to the end
Keeping stakeholders aligned through to go-live, not just at the start.
Is one of your processes eating up your time? The Process Scan gives you a first reading in 5 minutes, free. Take the Process Scan →
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.