Build Consulting Helps United Way Drive Results with Smarter CRM Implementation

Introduction  

United Way of Central and Northeastern Connecticut (United Way) is dedicated to addressing some of society’s most pressing challenges. From child literacy and housing insecurity to life expectancy disparities and wage gaps, United Way works tirelessly to enhance quality of life in the 52 communities it serves in Connecticut’s 860 region.  

However, to better serve its mission and meet the demands of stakeholders, United Way recognized a critical need to update its technical operations. With a strong focus on technology and data accessibility, the organization sought a long-term solution to modernize its CRM system and improve its ability to collect, analyze, and act on insights. Enter Build Consulting.  

The Problem  

When United Way initially adopted a national CRM solution provided by United Way Worldwide, they quickly faced complications. That system, upon which they had begun to rely, was slated for decommissioning, creating immediate challenges for long-term operational stability. This left United Way grappling with fundamental questions:  

1. How could they quickly identify a CRM system robust enough to meet their unique needs?  

1. How could they ensure seamless adoption by their team without disrupting daily operations?  

1. How could they integrate this new system with their broader goals of data accessibility, governance, and community impact?  

United Way chose Build Consulting to tackle these challenges due to their exclusive focus on nonprofit organizations, their deep experience with CRM solutions, and their prior successful collaborations with other United Ways. Together, they set out to not only replace the outdated CRM tool but also rethink the organization’s approach to technology and data.  

Build Consulting’s Approach 

Our approach with United Way went far beyond technology selection. Our methodology emphasized collaboration, deep understanding of nonprofit needs, and a commitment to fostering organizational growth.  

Comprehensive Requirement Gathering and Platform Selection  

We worked closely with United Way staff to identify their unique needs while respecting their day-to-day responsibilities. After extensive research, the team selected StratusLIVE, a CRM built on Microsoft Dynamics that is tailored specifically for nonprofits.  

StratusLIVE was an ideal fit for several reasons: 

• Familiarity with Microsoft Dynamics ensured reduced retraining needs and smoother user adoption.  

• Its robust features supported United Way’s complex data needs, including donor management and impact reporting.  

• The platform provided an effective framework to integrate data with Power BI, enhancing reporting capabilities.  

Setting the Foundation for Success  

To ensure the long-term sustainability of these changes, we implemented several key organizational initiatives:  

1. Technology & Data Governance Committee – This committee was established to manage and oversee all data decision-making processes, ensuring a structured and unified approach to technology usage.  

1. Streamlined Business Processes – We meticulously documented existing processes, eliminated redundancies, and established clear policies to optimize efficiency.  

1. Integration and Reporting – Leveraging Power BI, we enabled United Way to access real-time data and enhanced reporting, providing actionable insights across various programs and initiatives.  

Training for the Future  

Through hands-on training programs, we empowered United Way’s team not only to use the new CRM and reporting tools effectively but also to adapt to future challenges. By creating a self-sufficient governance committee, we ensured that United Way’s staff could continue to improve their systems without relying on constant external support.  

The Results  

The collaboration between United Way and Build Consulting yielded significant results—both immediately and as part of a broader, future-forward strategy.  

Key Outcomes  

• Seamless CRM Transition – The implementation of StratusLIVE provided a smooth, stress-free transition for United Way staff.  

• Enhanced Data Integration – Integration between the CRM and United Way’s accounting system improved operational efficiency, reducing manual data work.  

• Real-Time Reporting with Power BI – Custom Power BI reports offered valuable insights into United Way’s programs, allowing for well-informed decision-making and improved resource allocation.  

• Cost Savings – Eliminating duplicative systems and streamlining operations helped United Way reduce unnecessary technology expenses.  

• Culture of Continuous Improvement – With a robust governance framework in place, United Way positioned itself as a forward-thinking organization capable of evolving with stakeholder needs.  

Through this initiative, United Way solidified its ability to deliver greater impact across its 52 communities. Improved reporting and actionable insights have enhanced program effectiveness, and United Way is now even better equipped to serve its mission of addressing poverty and building stronger communities.  

Conclusion  

The partnership between United Way of Central and Northeastern Connecticut and Build Consulting is an inspiring example of how nonprofits can leverage technology to drive meaningful change. By implementing StratusLIVE’s CRM and fostering a culture of data governance, United Way now operates as a more agile, informed, and impactful organization.