How the American Board of Anesthesiology Modernized their CRM

Introduction 

The American Board of Anesthesiology (ABA) like many organizations with established systems, faced challenges with their aging Dynamics CRM platform, which was critical in supporting their certification processes. Recognizing the need for a modern, scalable solution, ABA turned to Build Consulting to lead the selection of a partner that could help the ABA transition from Dynamics CRM 2016 to Dynamics 365 CRM. This partnership would prove pivotal in accomplishing the project’s ambitious goals. 

The Problem 

The ABA’s existing CRM system no longer met the demands of their growing organizational needs. The challenges were layered and included: 

• The legacy CRM was unable to fully support their complex certification processes.  

• Multiple custom applications were intricately tied to the CRM, complicating any upgrade or migration effort. 

• Without a modern, cloud-based system, integrations, operational efficiency, and collaboration were hindered. 

ABA needed not only a technology solution but also a comprehensive program and change management strategy to ensure their team was fully equipped to adopt and leverage the new solution. 

The Solution 

Build Consulting stepped in as a trusted advisor, leading both organizational change management and program management for the transition to Dynamics 365 CRM. The year-long project involves close collaboration with ABA stakeholders, technical vendors, and end users. Key elements of the solution included: 

Vendor Selection and RFP Process 

Build Consulting initially led the RFP process, helping ABA evaluate and ultimately select an international strategic technology consulting firm as the implementation partner for the project. This included: 

• Writing and facilitating the RFP. 

• Leading the vendor evaluation including vendor demonstrations 

• Selecting Deloitte as the vendor to execute the technical migration. 

Change Management Strategy 

A core component of the project was distinguishing the people-centered change from the technology implementation itself: 

• Stakeholder Analysis: Build identified key stakeholders within ABA and assessed how the system migration would impact their work. 

• Change Readiness Assessment: Surveys were conducted to gauge preparedness, gathering feedback to inform the change strategy. 

• Communication Strategy: A clear communication plan bridged the gap between technical teams and the ABA’s personnel, ensuring everyone stayed informed about the project’s progress. 

• Adoption Support: Comprehensive user training ensured that end users could engage effectively with the updated system, bolstered by accessible documentation and ongoing support. 

Deployment Readiness 

To guide the go-live process, Build developed a comprehensive deployment readiness checklist: 

• This checklist included technical preparation, user readiness, and process updates to ensure a seamless implementation. 

• Pre-go live reviews ensured that the ABA team was fully prepared for system adoption. 

Tools and Techniques 

Build exposed ABA to industry standards in change management, equipping their team with tools and techniques that enabled efficient long-term management of the CRM. These lessons are being integrated across the Association, creating a foundation for ongoing technology change.

Result 

The transition to Dynamics 365 CRM marked a significant step forward for the ABA. Not only did it resolve their technical challenges, but it also improved organizational processes and user satisfaction. Key outcomes included: 

• Positive User Feedback: End users praised the communication and training efforts, noting how it made the system easier adopt. 

• Seamless System Functionality: The collaboration between Build, Deloitte, and ABA resulted in a CRM system that met the organization’s unique certification and credentialing needs. 

• Adoption of Change Management Practices: ABA now embraces change management as an integral part of technology projects, benefiting from the tools and strategies introduced by Build. 

• Improved Efficiency: The new platform streamlined processes and reduced the time required for critical certification tasks. 

Conclusion 

The partnership between the American Board of Anesthesiology and Build Consulting highlights the power of collaboration in tackling complex technological challenges. Through thoughtful planning, expert implementation, and robust change management, ABA successfully transitioned to a modern CRM system that will support their mission of certifying anesthesiologists for years to come. 

This underscores the importance of aligning technology and people strategies. ABA is now positioned to operate more efficiently while maintaining a focus on their impactful work in the medical field as they certify the anesthesiologists of tomorrow.