While the idea of a digital transformation has many attractions, implementation can strike fear in the heart. When the Chartered Financial Analysts Society of Toronto, a non-profit organization promoting ethics, education and excellence among financial professionals, sought to move client engagement to Microsoft’s transformative Dynamics CRM platform, they encountered numerous bumps in the road. Eventually, after long struggling to smooth the path, they approached us for help.
Did it need a rework or a tear down?
Since the CFA was caught between stools, we needed an answer fast. We understood their website (having built it for them previously) and the Dynamics platform well. We were less familiar with the connecting piece that another vendor had provided and that was at the root of the challenges. Documentation and support were minimal; so we had to gather our own information.
Don’t boil the Ocean.
That’s the conclusion we came to. Making the existing connecting piece work offered the quickest acceptable rewards. An analysis of the solution based on some reverse engineering yielded a solid technical understanding of the intentions behind it and the capabilities it actually possessed. We were able to present our client with plan to make it stable and workable while buying them time to consider a different, more effective solution if they wished go down that road.
We got the connection working.
Dynamics CRM and their website are now fully integrated in a reliable configuration that automates processes from non-member registration and employment posting to event sponsorship and volunteer work sign-ups. The user experience is quicker, more intuitive and seamless. The best part might have been our speed.
Our success was measurable.
In the year after our new system was put in place, declined membership applications fell from 73% of total applications submitted to just 19% mostly because our changes had made the process simpler and more transparent. By taming the implementation wolf, we showed that wholesale changes aren’t always necessary to get a troubled transformation back on track.